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NHS Jobs; Halesowen; On-site; GBP 26,000 - 34,000; Full time

Job summary

The Reception Team Leader is responsible for the leadership, organisation and continuous improvement of reception and administrative services within the practice. The post-holder will ensure safe, patient-centred front-of-house operations, maintaining high standards of access, communication and service delivery.

They will line manage the reception team, oversee systems and processes and drive service improvements in partnership with the Lead GP and Practice Manager, supporting future development

Qualifications

• GCSE Maths & English (Grade C/Level 4 or equivalent).
• Desirable AMSPAR Level 3 Leadership/management qualification.
• Experience in management/supervisory role in a busy environment.
• Experience in primary care settings and staff development.

Responsibilities

• Lead and develop the reception team, including performance management and mentoring.
• Collaborate with Lead GP and Practice Manager to plan leadership development.
• Oversee day-to-day reception and administrative operations.
• Develop, implement and improve office processes and workflows.
• Manage staff rotas, recruitment and staff onboarding.
• Ensure confidentiality, data protection and governance compliance.
• Support service improvements and patient access initiatives.

Skills

Leadership

Communication

Organisational skills

Problem-solving

Team management

Education

GCSE Maths & English

AMSPAR Level 3 Leadership/management

Job description

Reception Manager Job Description

• Job title: Reception Team Leader
• Line manager: Lead GP / Partner
• Operational accountability: Practice Manager
• Hours per week: To cover 5 days a week Mon-Fri with remote oversight of weekend and evening clinics

Job Summary

The Reception Team Leader is responsible for the leadership, organisation and continuous improvement of reception and administrative services within the practice. The post-holder will ensure safe, efficient and patient-centred front-of-house operations, maintaining high standards of access, communication and service delivery. This role includes direct line management of the reception team, oversight of systems and processes, and responsibility for driving service improvements aligned with practice priorities. The post-holder will work closely with the Lead GP and Practice Manager and will play a key role in the future development of the administrative function within the practice. Given the level of access to confidential and sensitive information, the post-holder must maintain the highest standards of professionalism, integrity and confidentiality at all times. The Reception Team Leader holds overall responsibility for reception processes, staffing and performance,

Leadership and Development

• Lead and develop the reception team, including performance management, mentoring and succession planning
• Work closely with the Lead GP and Practice Manager to develop leadership capability within the role, supporting progression into broader management responsibilities over time
• Contribute to planning and improvement of patient access, workflow design and service delivery
• Support continuity of operational leadership within the practice

Primary Responsibilities

Operational Management

• Oversee the day-to-day running of reception and administrative services
• Lead on the development, coordination and optimisation of clinical and administrative rotas
• Always ensure appropriate staffing levels and effective cover
• Develop, implement and maintain efficient office processes and workflows
• Manage incoming deliveries, ensuring adherence to cold chain and relevant policies
• Act as fire marshall and ensure appropriate safety processes are followed

People Management

• Line manage all reception staff, including assisting with recruitment, leading induction, performance management and absence management
• Conduct staff appraisals and support ongoing development
• Identify and deliver training needs within the team
• Foster a positive, supportive and accountable team culture
• Lead on staff wellbeing, engagement and team cohesion initiatives

Service Delivery and Performance

• Ensure consistent implementation of practice systems and workflows, particularly in relation to appointment booking, results handling and task management
• Monitor reception performance (e.g. access, call handling, patient feedback) and take action to improve where required
• Ensure adherence to agreed protocols and escalated concerns where processes are not followed
• Act as a point of escalation for operational issues impacting patient safety or service delivery
• Support delivery and optimisation of Enhanced Services and QOF-related administrative processes

Governance and Compliance

• Maintain high standards of confidentiality and data protection at all times
• Develop, implement and review reception policies and procedures
• Act as first point of escalation for patient concerns and complaints, ensuring appropriate handling in line with policy
• Ensure compliance with safeguarding, health and safety, and organisational policies
• Contribute to clinical governance, audits and service improvement work

Wider Responsibilities

• Deputise for the Practice Manager where appropriate
• Attend and contribute to practice management meetings
• Coordinate meeting agendas and take minutes where required
• Support maintenance of the practice website and communication platforms
• Promote and utilise patient feedback (e.g. Friends & Family Test, online reviews) to improve services
• Support Patient Participation Group activity
• Participate in audits and service improvement initiatives
• Attend relevant external meetings where appropriate
• Manage IT issues (liaise with Dudley IT where needed)
• Manage building issues (liaise with NHSPS)

Confidentiality

Maintain strict confidentiality of all patient and organisational information.

Equality and Inclusion

Treat patients and colleagues with dignity and respect, promoting equality and diversity at all times.

Health and Safety

Comply with health and safety requirements and ensure a safe working environment.

Training and Development

Undertake mandatory training and maintain up-to-date knowledge relevant to the role.

Person Specification

Qualifications

• Essential GCSE Maths & English (Grade C/Level 4 or equivalent)
• Desirable AMSPAR Level 3 Leadership/management qualification

Experience

• Essential Management/supervisory experience in a busy high pressured environment
• Desirable Primary care experience
• Experience in staff development and appraisal
• Clinical coding experience
• Administrative experience

Knowledge and Skills

• Excellent communication and interpersonal skills
• Strong organisational and problem-solving abilities
• Ability to lead, motivate and manage a team
• Ability to implement and maintain systems and processes
• Confident decision-maker with good judgement
• Ability to manage competing priorities and workload
• High level of professionalism, integrity and resilience
• Understanding of confidentiality, safeguarding and governance
• Ability to drive improvement and manage change

Other Requirements

• Right To Work in the UK (sponsorship is not available)
• DBS check
• Occupational health clearance