Administration Team Leader

Career Choices Dewis Gyrfa Ltd; Bristol; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

free gym membership

health assessments

retail discounts

pension options

Job summary

Nuffield Health is seeking a Reception & Customer Enquiries Team Lead at Bristol Hospital to ensure an excellent patient experience from first enquiry to treatment. You will lead, coach and develop the reception and customer enquiries teams, manage bookings and registrations, and drive service excellence through KPI tracking.

The role requires strong leadership, team development skills and a proactive, solution-focused approach within a healthcare admin environment.

Qualifications

• Leadership and people management experience in administration or healthcare settings.
• Strong customer service ethos with excellent communication skills.
• Experience managing appointments, bookings, and front-of-house processes.

Responsibilities

• Lead, coach and develop the Reception and Customer Enquiries teams.
• Ensure exceptional patient experience from first contact through to treatment.
• Oversee patient enquiries, appointments, registrations and front-of-house services.
• Manage staffing, annual leave, training and day-to-day operations.
• Use KPIs to identify improvements and drive service excellence.
• Escalate patient, consultant and colleague concerns as needed.

Skills

Leadership

Customer service

People management

Communication

IT skills

Education

GCSE English & Maths

Tools

MS Office

Administration systems

Job description

Reception & Customer Enquiries Team Lead Bristol Hospital | Administration | Permanent | Full Time | Up to £33,000 per annum depending on experience
37.5 hours per week Nuffield Health is Britain's largest not-for-profit healthcare organization.

Join us as a Reception & Customer Enquiries Team Lead at our Bristol Hospital and play a key role in delivering an outstanding experience for every patient from initial enquiry through to treatment.

As our Reception & Customer Enquiries Team Lead, you will:

• Lead, coach and develop the Reception and Customer Enquiries teams, creating a high-performing and engaged culture.
• Ensure an exceptional patient experience across all touchpoints, from first contact through to arrival and treatment.
• Oversee patient enquiries, appointment bookings, registrations and front-of-house services.
• Support effective patient pathway management, ensuring patients progress efficiently through their care journey.
• Monitor outpatient diary utilisation, clinic capacity and appointment availability to maximise service performance.
• Ensure accuracy of patient demographics, insurance details, bookings and administrative processes.
• Oversee payment collection and card swipe performance in line with hospital procedures.
• Manage staffing, annual leave, training and day-to-day operational performance.
• Use performance data and KPIs to identify improvements and drive service excellence.
• Act as an escalation point for patient, consultant and colleague concerns.
• Build strong working relationships with consultants, clinical teams and hospital stakeholders.

To succeed as a Reception & Customer Enquiries Team Lead, you will;

• Be a confident and visible leader with a passion for customer service and operational excellence.
• Have previous leadership or supervisory experience within an administration, customer service or healthcare environment.
• Have strong people management and team development skills.
• Have excellent customer service and communication skills.
• Have experience managing appointments, bookings, diaries or patient pathways.
• Have strong organisational skills with the ability to manage competing priorities.
• Have experience working with KPIs and service performance measures.
• Have good IT skills, including Microsoft Office applications and administration systems.
• Have a GCSE English and Maths (Grade C/4 or above) or equivalent.
• Have a flexible, proactive and solution-focused approach.

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued.

That's why we've developed a benefits package with you in mind.

Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as

Benefits

• free gym membership
• health assessments
• retail discounts
• pension options

Join Nuffield Health and create the future you want, today.

We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). It starts with you.

Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).