Reception Manager/ Team Leader

Stourside Medical Practice; Halesowen; On-site; GBP 28,000 - 36,000; Full time

Job summary

Stourside Medical Practice in England seeks a Reception Manager/Team Leader to supervise and develop the front-desk team while ensuring smooth patient access. You will oversee recruitment, rosters and the appointment system, working closely with the Practice Manager and Lead GP.

The role combines hands-on operations with leadership, governance and continuous improvement. Five days a week, with remote oversight of weekend/evening clinics and strict DBS/health checks required.

Qualifications

• GCSE Maths and English at Grade C/Level 4 or equivalent.
• Management or supervisory experience in a busy, high-pressure environment.
• Excellent communication and interpersonal skills; able to lead, motivate and support a team.

Responsibilities

• Lead, line manage and develop reception staff, including recruitment, induction, performance and absence management, appraisals, training, wellbeing and succession planning.
• Oversee the daily running of reception and administrative services, working hands-on alongside the team.
• Coordinate clinical and administrative rotas, staffing levels and effective cover.
• Maintain and improve workflows and systems for appointments, results and task management; monitor access, call handling and patient feedback.
• Oversee deliveries and cold-chain compliance, stock, equipment and room readiness; act as fire marshal and uphold safety procedures.
• Escalate operational, patient-safety and service-delivery issues; handle patient concerns and complaints in line with policy.
• Support administrative delivery of QOF and Enhanced Services.
• Maintain confidentiality and data protection, review reception policies, and ensure compliance with safeguarding, health and safety and organisational requirements.
• Contribute to audits, clinical governance, access planning and wider practice improvement.
• Deputise for the Practice Manager where appropriate; attend management and external meetings, and prepare agendas and minutes where required.
• Support the practice website, communication platforms and Patient Participation Group; use patient feedback to improve services.
• Liaise with Dudley IT on IT issues and NHSPS on building issues

Skills

Leadership

Communication

Organisation

Problem solving

Team motivation

Education

GCSE Maths & English

Tools

EMIS

DocMan

AccRx

Job description

The Reception Manager/Team Leader leads reception and administrative services at Stourside Medical Practice, reporting to the Lead GP and working with the Practice Manager. The post combines hands-on work with team leadership, rota and appointment-system oversight, and responsibility for safe, consistent patient access. It also covers staff development, governance, service improvement and operational issues across the practice. The role works five days a week, Monday to Friday, with remote oversight of weekend and evening clinics; GCSE English and Maths, right to work and DBS and occupational health clearance are required, and sponsorship is unavailable.

What the job involves

• Lead, line manage and develop reception staff, including recruitment, induction, performance and absence management, appraisals, training, wellbeing and succession planning
• Oversee the daily running of reception and administrative services, working hands-on alongside the team
• Coordinate clinical and administrative rotas, staffing levels and effective cover
• Maintain and improve workflows and systems for appointments, results and task management; monitor access, call handling and patient feedback
• Oversee deliveries and cold-chain compliance, stock, equipment and room readiness; act as fire marshal and uphold safety procedures
• Escalate operational, patient-safety and service-delivery issues; handle patient concerns and complaints in line with policy
• Support administrative delivery of QOF and Enhanced Services
• Maintain confidentiality and data protection, review reception policies, and ensure compliance with safeguarding, health and safety and organisational requirements
• Contribute to audits, clinical governance, access planning and wider practice improvement
• Deputise for the Practice Manager where appropriate; attend management and external meetings, and prepare agendas and minutes where required
• Support the practice website, communication platforms and Patient Participation Group; use patient feedback to improve services
• Liaise with Dudley IT on IT issues and NHSPS on building issues

Qualifications

• GCSE Maths and English at Grade C/Level 4 or equivalent

Experience

• Management or supervisory experience in a busy, high-pressure environment, including supervising or managing a team

Skills & knowledge

• Excellent communication and interpersonal skills; able to lead, motivate and support a team
• Strong organisation, problem-solving and workload‑prioritisation skills
• Able to implement and maintain systems and processes
• Confident decision-maker with sound judgement
• Professionalism, integrity and resilience; an authentic, supportive leadership style and confidence to challenge constructively
• Understanding of confidentiality, safeguarding and governance; able to drive improvement and manage change

Checks & eligibility

• Right to work in the UK; sponsorship is unavailable
• DBS check
• Occupational health clearance

Other

• Comfortable working in a hands‑on operational role
• Work five days a week, Monday to Friday, with remote oversight of weekend and evening clinics

Nice to have

• AMSPAR Level 3
• Leadership or management qualification
• Primary care experience
• Experience in staff development and appraisal
• Clinical coding experience
• Administrative experience
• Experience with clinical systems such as EMIS, DocMan or AccRx
• Experience in data quality