Administration Team Leader – Reception/Front of House

NHS; City Of London; On-site; GBP 37,000 - 46,000; Full time

Job summary

A leading healthcare provider in London is seeking an enthusiastic Administration Team Leader to oversee front-of-house services in the busy Outpatient Department. Key responsibilities include managing a team, ensuring high-quality patient interactions, and maintaining efficient workflows. Ideal candidates will possess proven leadership experience in healthcare, excellent organizational and communication skills, and a commitment to excellent customer care. This role offers a salary range of £37,259 to £45,356 annually.

Qualifications

• Proven team leadership experience in a healthcare or customer service setting.
• Expert knowledge of administrative procedures and information systems.
• Experience in a customer-facing role ensuring first-class service delivery.

Responsibilities

• Supervise the reception team to ensure high service quality.
• Manage staffing rotas and attendance to maintain adequate cover.
• Handle escalated patient queries professionally.

Skills

Organisational skills

Communication skills

Interpersonal skills

Problem-solving skills

Education

Degree or equivalent training in administration

Tools

EPIC

Eptura Engage

Job description

Administration Team Leader – Reception/Front of House

The closing date is 03 December 2025

We are seeking an enthusiastic and motivated Admin Team Leader to join our busy and dynamic Outpatient Department, Queen Square at University College London Hospitals. You will play a key role in ensuring the smooth and efficient running of our front-of-house services, providing a professional, patient‑centred reception experience, and leading a team of receptionists to deliver exceptional customer care. The post holder will be responsible for day‑to‑day supervision of the reception team, ensuring high standards of communication, confidentiality, and accuracy in all administrative duties. You will work closely with clinicians, administrative colleagues, and service managers to support the effective delivery of patient care.

You will be an experienced administrator or receptionist with proven team leadership experience, ideally within a healthcare or customer service setting. You will have excellent organisational, communication, and interpersonal skills, with the ability to remain calm under pressure in a fast‑paced environment. We value and promote diversity, equality and improving the working lives of all our staff in the workplace. We also operate a smoke‑free policy on all of our premises.

Main duties of the job

• Lead and supervise the reception team, ensuring a high-quality, professional, and welcoming service to all patients, visitors, and staff.
• Manage daily staffing rotas, annual leave, and sickness absence to ensure adequate cover at all times.
• Support the team with training, development, and appraisals.
• Monitor and improve reception workflows to ensure efficiency and compliance with Trust policies.
• Handle escalated patient queries or complaints promptly and professionally.
• Maintain accurate patient information using relevant clinical and administrative systems (e.g. EPIC & Eptura Engage).
• Work collaboratively with clinical and operational teams to resolve scheduling or communication issues.
• Promote the Trust's values and contribute to a positive, inclusive, and supportive working environment.

About us

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top‑quality patient care, excellent education, and world‑class research.

We provide first‑class acute and specialist services across eight sites:

• University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
• National Hospital for Neurology and Neurosurgery
• Royal National ENT and Eastman Dental Hospitals
• University College Hospital Grafton Way Building
• Royal London Hospital for Integrated Medicine
• University College Hospital Macmillan Cancer Centre
• The Hospital for Tropical Diseases
• University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world‑class support services including critical care, imaging, nuclear medicine and pathology.

Job responsibilities

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

Person Specification

Knowledge and Qualifications

• Expert knowledge of the full range of administrative procedures, acquired through degree or equivalent training and previous experience of working in an administrative environment.
• Knowledge and experience of information systems used for the storage and retrieval of sensitive personal information.
• Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.

Experience

• Experience of working in a non‑routine environment, with demonstrable evidence of problem solving and resolving issues as they arise.
• Experience of working in a customer facing environment, resolving queries and using initiative to ensure first‑class service delivery.
• Experience of supervising a team of staff, or experience of project management and change methodology.
• Previous NHS experience, or experience of working in a healthcare setting.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£37,259 to £45,356 a year, inclusive of HCAS.