Concierge Team Leader / Health Inclusion Champion

Frimley Health NHS Foundation Trust; Slough; On-site; GBP 24,000 - 30,000; Full time

Job summary

A regional healthcare provider is seeking an experienced Front of House Team Leader at the new Slough Community Diagnostic Centre. This leadership role involves overseeing day-to-day concierge services, ensuring an excellent patient experience. Candidates should have prior reception experience, customer care skills, and a commitment to health inclusion. The position offers training opportunities and encourages flexible working to promote a healthy work-life balance. This is an exciting chance to make a difference in community healthcare.

Benefits

Professional development opportunities

Flexible working options

Qualifications

• Previous reception duties in a healthcare setting.
• Experience dealing with the public face to face.
• Proven ability to work under pressure and meet deadlines.

Responsibilities

• Lead and coordinate the front-of-house team.
• Ensure high standards of patient experience and accessibility.
• Act as a Health Inclusion Champion for underserved patients.

Skills

Customer Care

Team Management

Flexible Work Initiative

Quick Thinking

Education

GCSE Maths and English or equivalent

Job description

Job Overview

We are looking for an experienced, confident and proactive Front of House Team Leader (Band 4) to join our team at the brand-new Slough Community Diagnostic Centre (CDC).

This is an exciting opportunity to play a key leadership role in a modern, innovative facility that will transform access to diagnostic services for our local community.

As the Front of House Team Leader, you will oversee the day-to-day delivery of a high-quality, welcoming and efficient concierge service.

You will supervise and support the Front of House team, ensuring outstanding patient experience from the moment individuals arrive.

Working closely with clinical and operational teams, you will help maintain smooth patient flow, resolve issues promptly, and uphold the highest standards of professionalism and customer care.

This post forms part of the NHS 10-year plan to bring healthcare closer to the community, improving early diagnosis, enhancing patient outcomes, and creating more accessible services for local people.

It is an exciting time to step into this leadership role as we establish new ways of working within a state-of-the-art facility.

Main duties of the job

To lead and coordinate the front‑of‑house team at Slough CDC, ensuring a consistently high standard of patient experience, safety, and accessibility.

The post holder will act as a visible leader, ensuring the team provides a warm and professional welcome, supports patient flow, and champions inclusion and health equity.

A key element of this role is to act as a Health Inclusion Champion, promoting access for individuals who may face barriers to care (such as homelessness, language barriers, disability, or low health literacy) and linking them to appropriate Trust and community support.

Working for our organisation

Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.

Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.

We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.

Frimley Health Trust benefits on Vimeo

Detailed Job Description And Main Responsibilities

Leadership & Team Coordination

• Line manage and supervise the Band 2 Concierge staff, ensuring effective rota coverage and workload allocation.
• Provide day‑to‑day leadership, mentoring, and support to the team.
• Oversee standards of patient interaction, ensuring a welcoming, inclusive, and efficient environment.
• Support recruitment, induction, and ongoing training of staff.
• Undertake appraisals, monitor attendance, and address performance issues in line with Trust policies.

Operational Responsibilities

• Ensure smooth operation of front‑of‑house services across all diagnostic areas.
• Liaise closely with clinical and administrative teams to coordinate patient flow and minimise waiting times.
• Oversee patient check‑in, wayfinding, and support processes.
• Manage the appearance and safety of reception and waiting areas.
• Escalate operational issues or risks to the CDC Operations Manager promptly.

Health Inclusion & Patient Advocacy

• Act as the Health Inclusion Champion for the CDC, ensuring equitable access for underserved and vulnerable patients.
• Build relationships with community partners, including homelessness services, voluntary sector groups, and primary care.
• Identify patients requiring additional support (e.g. language assistance, safeguarding, accessibility) and coordinate appropriate interventions.
• Promote awareness and training within the CDC team on inclusion, safeguarding, and culturally sensitive communication.
• Support delivery of the Neighbourhood Health Programme objectives within the CDC.

Data & Service Improvement

• Maintain records of daily patient activity, using Epic and ICE. Monitoring attendance, and feedback.
• Collate and report data on patient experience and equality of access.

Participate in audits and contribute to service improvement initiatives.

Support development of processes to improve patient experience and reduce barriers to access.

Governance & Compliance

• Ensure the team complies with Trust policies, including safeguarding, confidentiality, infection prevention and control, and data protection.
• Be familiar with emergency procedures, including fire, major incident, and security protocols.
• Attend relevant meetings, training, and development sessions.

Person specification

Experience

Essential criteria

• Previous reception duties
• Customer Care/dealing with the public face to face
• Experience of team management

Skills and Knowledge

Essential criteria

• Flexible -able to work on own initiative and within a team
• Ability to work to deadlines
• Ability to prioritise workload
• Quick thinking. Ability to respond to quick changing environment

Qualifications

Essential criteria

• GCSE Maths and English or equivalent

Frimley Health NHS Foundation Trust (FHFT) is proud of its strong reputation, record of achievement and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities.

Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values – Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first.

We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand‑new £100m state‑of‑the‑art Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m upgrade to maternity services.

We are also committed to sustainability and the NHS Net Zero ambition. Our new hospital and estate developments are being designed to be environmentally responsible, energy efficient, and future‑proofed, featuring on‑site renewables energy and intelligent energy systems. Through our green plan, we are embedding sustainable practices across all areas of care and operations, ensuring we reduce our environmental impact while improving population health and wellbeing. Our staff are key to helps us deliver on our ambition and to ensure sustainability is a core component of care delivery and our operations.

Alongside estates’ investments, we are embedding a strong focus on digital innovation and quality improvement. Our electronic patient record (Epic), launched in 2024, is already enabling safer, more connected, and more effective care for patients, while giving staff the tools they need to do their best work. Our electronic patient record also supports safe and effective digitised care pathways, savings time and carbon, whilst delivering excellent quality of care.

Everything we do is guided by our values, shaping how we care for patients, support colleagues, and build a sustainable future for healthcare together.

Apply online now