Reception Team Leader

Affinity Care; Bradford; On-site; GBP 14,000 - 21,000; Part time

Job summary

Affinity Care Primary Care Network in Bradford is seeking a Receptionist and Team Leader to manage the hub, coordinate the staff rota, holiday and sickness cover, and support the Patient Service Manager. You will supervise reception, oversee the central hub phone system across 3 sites, train staff to handle appointments and prescriptions, and contribute to a friendly, efficient patient experience.

You will work to improve customer service standards, defuse complaints promptly, and ensure smooth

Qualifications

• Experience in front-line reception and hub coordination.
• Ability to manage staff rota and cover arrangements.
• Strong customer service skills and workflow optimisation.

Responsibilities

• Manage day-to-day hub operations and ensure efficient reception at 3 sites.
• Oversee hub phone system, profile call volumes, and staffing levels.
• Train and supervise staff on appointment bookings and prescription requests.
• Support Patient Service Manager/ASPM and handle complaints per NHS processes.

Skills

Receptionist

Team leadership

Staff rota

Customer service

Job description

We are looking to recruit an individual for a dual role as a Receptionist and a Team Leader. As a team leader you will be responsible for the day-to-day management of the hub ensuring fair distribution of workflow and efficient, speedy responses to our patients. You will be responsible for the hub staff rota, organisation of holiday and sick leave cover, provision of training, and support to Patient Service Manager/Assistant Patient Service Manager.

The postholder will also be a key member of the reception team and will be responsible for providing an efficient reception function., To oversee the day to day function of a central hub phone system for managing calls from the 3 participating practices, problem solving and ensuring its smooth running

Use the telephone software to profile call volumes and staffing levels, working with staff to reduce variation in how they deal with calls and how the team functions overall on calls

To train and supervise staff ensuring they are working to agreed protocols around the booking of appointments, managing prescription requests etc and customer service standards

Help develop the reception team with care navigation, encouraging implementation within each call

Manage the reception staffing rota ensuring cover at the front desks in each of the 3 sites and within the hub, and organising cover for annual leave and sickness etc

To work closely with PSM & APSM and those staff in patient liaison roles, to ensure the hub reception systems and processes are patient friendly, efficient and constantly seek to improve both the patient and staff experience

To be responsible for the defusing and resolution of complaints in a timely and considerate manner and support to PSM with management of formal complaints ensuring implementation of NHS complaints process at all times, We are a friendly enthusiastic and hard working team with opportunities for career progression and will provide support and development for anyone demonstrating capability, enthusiasm, commitment and strong work ethic.

We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 7 GP practices and 8 sites, all in the Bradford area. Our ethos is to provide patient focused care based on the model of GP-led family orientated general practice tailored to local population needs. Our practices are highly accredited training practices, level 3 research ready sites within an embedded ethos of our learning organisation.

30hours per week

Monday 08.00-18.30pm

Tuesday 08.00-18.30pm

Friday 08.00-18.30pm, 5 weeks annual leave (pro rata for part time hours)