*Reception Supervisor*

NHS Jobs; North East; On-site; GBP 21,000 - 28,000; Full time

Job summary

NHS Jobs is seeking a Reception Supervisor to lead the reception team in a patient-centered NHS environment. The role includes providing guidance, ensuring smooth front-desk operations, and maintaining high standards of infection prevention and confidentiality.

Strong people management and communication skills are essential to ensure consistent, high-quality service across the practice. Responsibilities include overseeing recruitment, updating handbooks, rota planning, and handling more complex

Responsibilities

• Assisting with recruitment, induction and ongoing development of reception staff.
• Maintaining/reviewing reception handbooks, policies and how-to guides.
• Leading by example to promote a professional, patient-first approach.
• Monitoring mandatory training compliance and supporting staff development.
• Creating and managing weekly reception rotas and arranging cover.
• Managing day-to-day team issues and escalating conflicts as needed.
• Handling complex patient queries and informal complaints with sensitivity.
• Reviewing reception processes and recommending improvements to management.

Job description

Cover the reception desk, greeting patients and visitors in a friendly, welcoming and professional manner. Manage the appointment booking system efficiently, ensuring patients are signposted to the most appropriate services. Answer incoming telephone calls, respond to patient queries and manage email correspondence in a timely manner. Support clinicians as required, including preparing paperwork, stocking consultation rooms and completing daily opening and closing duties. Ensure consultation rooms and patient areas are clean, tidy and meet infection prevention and control standards. Manage office supplies, incoming and outgoing post and general administrative duties. Maintain accurate patient records, ensuring all information is handled confidentially and in line with GDPR requirements.

Reception Supervisor Responsibilities

As Reception Supervisor, you will provide leadership, guidance and day-to-day support to the reception team. This will include:

• Assisting with the recruitment, induction, training and ongoing development of reception staff.
• Maintaining and updating reception handbooks, policies and 'how-to' guides to ensure staff have clear guidance.
• Leading by example and promoting a professional, friendly and patient-first approach.
• Monitoring mandatory training compliance and supporting staff with their ongoing learning and development.
• Creating and managing weekly reception rotas, approving annual leave and arranging appropriate cover when needed.
• Managing day-to-day team issues, supporting staff and helping to resolve any conflicts, escalating to management where appropriate.
• Dealing with more complex patient queries and informal complaints, ensuring concerns are handled sensitively and appropriately before escalating when necessary.
• Regularly reviewing reception processes and systems, identifying areas for improvement and making recommendations to the Practice Manager.
• Ensuring reception duties are shared fairly and completed efficiently, maintaining a consistent standard of service across the team.
• Supporting communication between reception, administration and the wider clinical team to ensure the smooth running of the practice.