Administration Team Leader

Nuffield Health Brentwood; West of England; Hybrid; GBP 26,000 - 33,000; Full time

Benefits offered by this job

Free gym membership

Health assessments

Retail discounts

Pension options

Job summary

Nuffield Health Bristol Hospital is seeking a Reception & Customer Enquiries Team Lead to guide two front-of-house teams, ensuring outstanding patient experiences from first enquiry to treatment. You will oversee enquiries, bookings, registrations and service delivery, while safeguarding accurate data and smooth pathways.

We value confident leaders with healthcare admin experience, strong communication, and KPI-driven performance.

Qualifications

• Leadership or supervisory experience in administration or healthcare.
• Strong people management and team development skills.
• Excellent customer service and communication abilities.
• Experience handling appointments, bookings, diaries or patient pathways.
• Strong organisational skills and ability to manage competing priorities.
• Experience with KPIs and service performance measures.
• Proficient IT skills, including MS Office and hospital administration systems.
• GCSE English and Maths (Grade C/4 or above) or equivalent.
• Flexible, proactive and solution-focused approach.

Responsibilities

• Lead two customer-focused teams for patient enquiries and outpatient admin.
• Ensure exceptional patient experience from first contact to treatment.
• Oversee patient enquiries, bookings, registrations and front-of-house services.
• Support efficient patient pathway management.
• Monitor diary utilisation and appointment availability to maximise service.
• Ensure accuracy of patient demographics and bookings.
• Oversee payment collection and card transactions as per procedures.
• Manage staffing, annual leave and day-to-day operations.
• Use KPIs and performance data to drive service improvements.
• Act as escalation point for patient, consultant and colleague concerns.
• Build strong relationships with consultants, clinical teams and stakeholders.

Skills

Leadership

Customer service

People management

Communication skills

Organisation

KPIs

IT skills

Appointment management

Education

GCSE English & Maths

Tools

Microsoft Office

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.

This is an exciting opportunity to lead two thriving, customer-focused teams responsible for patient enquiries, appointment bookings, outpatient administration and front-of-house services. You will ensure excellent customer service standards, efficient patient pathways and strong operational performance across both functions.

This is a full-time role working 37.5 hours per week. Whilst not part of the routine rota, the successful candidate will be expected to maintain a strong understanding of frontline Reception and Customer Enquiries duties and provide operational support, including occasional desk and annual leave cover, when required. This would follow a shift pattern:
06:30 - 14:30
08:00 - 16:00
12:00 - 20:00

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 free gym membership, health assessments, retail discounts and pension options. At Nuffield Health, we take care of what’s important to you.

Bristol Hospital

Situated in the beautiful village of Clifton, Nuffield Health Bristol Hospital - The Chesterfield, has a long and distinguished history of looking after the people of Bristol. With the latest equipment, and designed to meet the needs of all of our patients, we are constantly developing our services to ensure our patients receive the finest quality treatment. A 30 private bed hospital which houses 3 digital theatres and combines leading-edge clinical facilities with an outstanding customer experience.

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

It starts with you.