Administration Team Leader

Nuffield Health Bristol Hospital; West of England; On-site; GBP 20,000 - 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 coordinate two frontline teams and ensure outstanding patient experiences across all touchpoints. You will oversee enquiries, bookings, registrations and front-of-house activities, while monitoring pathways and service performance.

The role requires leadership experience in healthcare or administration, strong communication, and solid IT skills with MS Office and admin systems.

Qualifications

• Leadership or supervisory experience within administration or healthcare.
• Strong customer service focus with excellent communication skills.
• Experience managing appointments, diaries or patient pathways and using admin systems.

Responsibilities

• Lead, coach and develop the Reception and Customer Enquiries teams to high performance.
• Ensure exceptional patient experience from first contact through to treatment.
• Oversee patient enquiries, bookings, registrations and front-of-house services.
• Support efficient patient pathways and monitor clinic capacity and diary utilisation.
• Use KPIs to identify improvements and drive service excellence.
• Manage staffing, annual leave, training and day-to-day operations.

Skills

Leadership

Customer service

Appointments management

Front office

KPIs

MS Office

Education

GCSE English & Maths

Tools

Microsoft Office

Administration systems

Job description

Reception & Customer Enquiries Team Lead

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.

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
• 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.

It starts with you.

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