Reception Lead; Almondsbury & Pilning Surgeries

The Reception Team Lead oversees the reception teams at Almondsbury and Pilning Surgeries, run by Hanham Health, on a 12-month fixed-term contract. The post centres on day-to-day supervision: setting rotas, monitoring workloads and sickness, handling patient complaints, and overseeing telephone, online consultation and email work streams. It is a hands‑on role, with direct front‑desk duties alongside leadership, and it requires flexibility to cover both sites.

Previous supervisory experience in a GP practice is sought.

• Provide day‑to‑day supervision and operational leadership of the reception teams across both surgery sites
• Produce and maintain reception rotas to ensure adequate staffing levels across both sites
• Monitor daily workloads and allocate work across the reception team
• Ensure patient enquiries are handled in a timely, professional manner and support staff with complex enquiries
• Monitor patient access channels, including telephones, online consultations, email, website enquiries and admin work streams
• Support the management of patient concerns, complaints and feedback
• Monitor reception staff sickness and absence and coordinate annual leave and planned training
• Conduct regular one‑to‑one meetings and contribute to appraisals and performance management
• Coordinate induction for new reception staff, identify training needs and monitor mandatory training compliance
• Organise and lead monthly reception team meetings and circulate action logs
• Undertake front‑desk reception duties, including greeting patients, answering calls and booking appointments
• Monitor stock levels and arrange replenishment of supplies

• Educated to GCSE level or equivalent
• GCSE English and Mathematics at grade C/4 or above, or equivalent

• Flexibility to work across both sites and adapt to changing operational needs

• Previous supervisory experience within a GP practice
• Relevant supervisory or management qualification