Reception Team Leader

Stockbridge Village Medical Centre is a well‑established practice with a great team spirit. Our practice population is just over 8300.

We are looking to appoint a part time Team Leader as a job share, to join our existing management team which consists of Business Manager, Practice Operations Manager and Reception Manager. We are looking for 19 hours over 5 days per week.

Rate of pay dependent upon experience.

• Oversee the administration and support operations of Reception, ensuring staff achieve their primary responsibilities, including all Reception duties and cover.
• Line manage all Reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training.
• Contribute to the completion of staff appraisals and supervisions as required.
• Identify and deliver team training where required, ensuring an accurate training matrix.
• Coordinate the provision of cover reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences.
• Undertake all mandatory training and induction programmes.
• Agree and set performance/training objectives; once set, progress will be reviewed on a regular basis so that new objectives can be agreed.
• Provide constructive feedback, coaching and continuous support to team members.
• Support the induction and training of new receptionists.
• Ensure all staff remain compliant with mandatory eLearning and training requirements.
• Act as a hands‑on troubleshooter where required.

We are a very dynamic, evolving and supportive training practice. Our aim is to deliver modern primary care with the traditional feel of general practice.

You will be supported by an excellent clinical team, and a well structured management team.

• Oversee the administration and support operations of Reception, ensuring staff achieve their primary responsibilities, including all Reception duties and cover.
• Line manage all Reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training.
• Contribute to the completion of staff appraisals and supervisions as required.
• Identify and deliver team training where required, ensuring an accurate training matrix.
• Coordinate the provision of cover reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences.
• Undertake all mandatory training and induction programmes.
• Agree and set performance/training objectives; once set, progress will be reviewed on a regular basis so that new objectives can be agreed.
• Provide constructive feedback, coaching and continuous support to team members.
• Support the induction and training of new receptionists.
• Ensure all staff remain compliant with mandatory eLearning and training requirements.
• Act as a hands‑on troubleshooter where required.

• Support and maintain Reception Rotas.
• Support in the coordination of Docman, Results Workflow, online consultations and other reception administrative jobs to ensure work is completed in a timely manner and according to protocol.
• Monitor the practice appointment system, ensuring accuracy and efficiency.
• Review and update all administrative and reception policies and procedures as required.
• Support the management team in the compilation of practice reports and the practice development plan.
• Alongside the Management team, develop, implement and embed efficient office processes and procedures to adhere to extant legislation.
• Oversee all deliveries to the practice, ensuring adherence to the cold chain policy as necessary.
• Support in the delivery of enhanced services and other service requirements.
• Maintain a clean, tidy, effective working area at all times.
• Assist the Management Team in achieving reception and wider practice performance targets.
• Contribute to and embrace the spectrum of clinical governance.

• Provide initial guidance and advice to patients who wish to verbally complain, and ensure that the reception team is fully conversant with the complaints procedure.
• Be aware of duties and responsibilities regarding current legislation and adhere…