Administration Team Leader

Nuffield Health; West of England; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Free gym membership

Pension options

Health assessments

Retail discounts

Job summary

Nuffield Health Bristol Hospital is looking for a Reception & Customer Enquiries Team Lead to oversee two frontline teams and deliver an outstanding patient experience from first enquiry through to treatment.

You will manage enquiries, bookings and front‑of‑house operations, ensuring accurate data, smooth pathways and strong service performance while supporting staffing and leave cover in a busy hospital environment.

Qualifications

• Leadership or supervisory experience in admin, customer service or healthcare.
• Experience managing appointments, bookings, diaries or patient pathways.
• Strong people management and team development skills.
• GCSE English and Maths (C/4 or above) or equivalent.
• Excellent customer service and communication skills.
• Proficient IT skills and administration systems.

Responsibilities

• Lead, coach and develop the Reception and Customer Enquiries teams to high performance.
• Ensure exceptional patient experience from first contact to treatment.
• Oversee patient enquiries, bookings, registrations and front‑of‑house services.
• Support patient pathway management to keep care moving efficiently.
• Monitor outpatient diary utilisation, clinic capacity and appointment availability.
• Ensure accuracy of patient demographics, insurance details, bookings and admin processes.
• Oversee payment collection and card swipe performance per hospital procedures.
• Manage staffing, annual leave, training and day‑to‑day operations; use KPIs to drive improvements.
• Act as escalation point for patient, consultant and colleague concerns.
• Build strong working relationships with consultants, clinical teams and hospital stakeholders.

Skills

Leadership

People management

Customer service

Communication

Organization

IT skills

KPIs

Education

GCSE English & Maths

Tools

Microsoft Office

Administration systems

Job description

Reception & Customer Enquiries Team LeadBristol Hospital | Administration | Permanent | Full Time |Up to £33,000 per annum depending on experience37.5 hours per weekNuffield 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 - 14:3008:00 - 16:0012:00 - 20:00As 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 HospitalSituated 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.If you like what you see, why not start your application now? 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). So, it’s a good idea to apply right away to ensure you’re considered for this role.It starts with you.