Reception Team Leader

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.

• 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

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

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

• 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

• 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 Systm One, Accu Rx or other NHS primary care clinical systems

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