Reception Team Leader

The Methodist Church in Britain; United Kingdom; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Guaranteed in-house training

Career progression opportunities

Skill development

Job summary

Oakmeadow Surgery is seeking a senior reception lead to manage day-to-day reception services within the Health Care Navigation team. The postholder will line manage reception staff, compile rotas and keep the appointment system running, including extended hours and occasional early surgeries.

Candidates should have general practice reception experience and Five GCSEs (A-C) including English and Maths. Strong communication, confidentiality and teamwork are essential.

Qualifications

• Five GCSEs at grades A to C, including English and Maths.
• Experience in a busy reception, administration or customer service environment.
• Experience supervising staff.

Responsibilities

• Oversee reception services and ensure staff meet their primary responsibilities.
• Line manage all reception staff, supporting development, performance and mandatory training.
• Conduct inductions, organise ongoing training, lead team meetings and support staff wellbeing and performance reviews.
• Act as first point of escalation for complex patient queries and complaints.
• Compile reception staff rotas and coordinate temporary cover.
• Maintain an effective appointment system and update leave and absences.
• Ensure confidentiality, data protection and information governance compliance.

Skills

Communication

Empathy & discretion

Data privacy knowledge

Team leadership

Computer proficiency

Learn quickly

Education

GCSEs including English & Maths

Tools

SystmOne

AccuRx

Job description

This senior reception post sits within the Health Care Navigation team at Oakmeadow Surgery, a GP practice. The postholder oversees day-to-day reception services, line manages reception staff, compiles rotas and keeps the appointment system running. The role runs on a weekly rota across extended opening hours, including occasional early morning surgeries, and favours candidates with general practice reception experience. Five GCSEs at grades A to C including English and Maths are essential.

What the job involves

• Oversee reception services, ensuring staff meet their primary responsibilities
• Line manage all reception staff, supporting development, performance and mandatory training
• Conduct inductions, organise ongoing training, lead team meetings and support staff wellbeing and performance reviews
• Act as first point of escalation for complex patient queries, sensitive conversations and verbal complaints
• Act as the communication link between partners, management and staff, advising on communication methods and best practice
• Compile reception staff rotas
• Coordinate temporary reception cover for leave and other absences
• Allocate daily tasks and monitor phone queue performance and digital mailboxes
• Maintain an effective appointment system, including updates for leave and approved absences
• Review and update reception procedures as required
• Ensure compliance with confidentiality, data protection, information governance and Health & Safety standards in reception
• Manage practice deliveries, following the cold chain policy where necessary

What's required

Qualifications

• Five GCSEs at grades A to C, or equivalent, including English and Maths

Experience

• Experience working in a busy reception, administration or customer service environment
• Previous experience supporting or supervising staff

Skills & knowledge

• Excellent verbal and written communication skills
• Professional, approachable, patient-focused manner, handling challenging situations with empathy and discretion
• Understanding of confidentiality, data protection, information governance and professional boundaries
• Ability to lead, motivate and support a team, delegate, manage workloads and address performance concerns
• Confident using computer systems, email and Microsoft Office
• Able to learn new systems and processes quickly

Nice to have

• Experience managing sensitive conversations, resolving conflicts and responding to complaints
• Experience supporting patients with complex queries or additional communication needs
• Knowledge of NHS policies, Health & Safety requirements and cold chain procedures
• Experience conducting appraisals, inductions, team meetings and training
• Relevant qualification in leadership, management or customer service
• Experience in general practice or an NHS setting, including QOF management
• Experience line managing a team and coordinating staff rotas
• Experience using SystmOne, AccuRx or other NHS primary care clinical systems

What's offered

• Guaranteed in-house training and support
• Career progression opportunities
• Opportunities to further develop skills