Reception Team Leader

Cardiff and Vale University Health Board; Halesowen; On-site; GBP 25,000 - 35,000; Full time

Job summary

Stourside Medical Practice in Halesowen is seeking a Reception Team Leader to lead and develop the reception and administrative team within a busy GP practice. You will oversee day-to-day service delivery, manage the reception team, and drive improvements in workflows and patient experience.

The role is hands-on, requires line management of the team, and involves ensuring safe, efficient, patient-centred front-of-house operations while collaborating with the Lead GP and Practice Manager.

Qualifications

• Experience in leading reception/administrative teams.
• Ability to manage rosters, performance and staff development.
• Strong focus on patient access and service delivery.

Responsibilities

• Lead and develop the reception team, including performance management, mentoring and succession planning.
• Work with Lead GP and Practice Manager to develop leadership capability.
• Contribute to planning and improvement of patient access, workflow design and service delivery.

Skills

Leadership

Staff development

Performance management

Operations coordination

Job description

Stourside Medical Practice is based in the centre of Halesowen and supports the health needs of 6000 patients ., We are looking to recruit a Reception Team Leader to lead and develop our reception and administrative team within a busy, forward-thinking GP practice. This is a key leadership role responsible for ensuring safe, efficient and patient-centred front-of-house operations. The successful candidate will oversee day-to-day service delivery, manage the reception team, and drive improvements in systems, processes and patient experience. This is a hands-on role, working alongside the reception team as part of day-to-day duties. The role would suit:

• An experienced senior receptionist ready to step into a management position
• An assistant practice manager who enjoys operational leadership and is happy to remain hands-on, Lead and line manage the reception team, including performance management and staff development
• Oversee appointment systems and ensure consistent, safe booking processes
• Manage rotas and ensure appropriate staffing levels
• Drive improvements in workflows, efficiency and patient access
• Monitor performance and respond to patient feedback
• Oversee stock control, equipment and room readiness
• Act as a point of escalation for operational issues and patient concerns
• Support delivery of QOF and Enhanced Services
• Contribute to wider practice development and improvement projects, Job title: Reception Team LeaderLine 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, 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.

Leadership and Development The Reception Team Leader will: 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