Reception Supervisor

Induction and training of all new reception staff to agreed practice standards.

Overseeing the completion and maintenance of e-learning requirements for all reception team members.

Supporting the annual appraisal process for reception staff, including monitoring progress against objectives and identifying training needs.

Reporting daytoday issues within the team or with individual staff members to management in a timely and appropriate manner.

Ensuring adequate staffing levels across reception, including assisting with the coordination of annual leave, other leave, and sickness cover.

Managing more complex patient enquiries, including informal complaints relating to reception functions, ensuring concerns are handled professionally and in line with practice expectations.

Providing guidance and support to reception staff when dealing with challenging situations or sensitive patient interactions.

Assisting management in reviewing, updating, and implementing local processes and protocols to ensure safe, efficient, and compliant reception operations.

Alongside supervisory responsibilities, the Reception Supervisor will also undertake general reception duties as required, including.

Handling general telephone enquiries from patients and the wider public.

Booking appointments and home visits in accordance with practice protocols.

Registering new patients.

Processing requests for EMIS online access, including appointment booking, and records access.

Job Title: Reception Supervisor

Responsible To: Practice Manager

Hours: As agreed

Location: Cheviot Road Surgery

Job Purpose

The Reception Supervisor plays a key role in ensuring the smooth, efficient, and professional running of the reception team at Cheviot Road Surgery. As the first point of contact for many patients, the reception team shapes the patient experience, and the Supervisor is responsible for leading, supporting, and developing the team to deliver high-quality, patient-centred service. The role combines day-to-day operational oversight with hands-on reception duties, ensuring that all front-of-house functions are carried out safely, consistently, and in line with practice policies and NHS standards.

Main Duties and Responsibilities

Leadership & Staff Development

Induct and train all new reception staff to agreed practice standards.

Oversee the completion and maintenance of e-Learning requirements for all reception team members.

Support the annual appraisal process for reception staff, including monitoring progress against objectives and identifying training needs.

Report day-to-day issues within the team or with individual staff members to management in a timely and appropriate manner.

Workforce & Rota Management

Ensure adequate staffing levels across reception, including assisting with the coordination of annual leave, other leave, and sickness cover.

Organise and maintain reception rotas to ensure all essential functions are covered throughout the working day.

Patient Interaction & Issue Resolution

Manage more complex patient enquiries, including informal complaints relating to reception functions, ensuring concerns are handled professionally and in line with practice expectations.

Provide guidance and support to reception staff when dealing with challenging situations or sensitive patient interactions.

Operational Support

Assist management in reviewing, updating, and implementing local processes and protocols to ensure safe, efficient, and compliant reception operations.

Weekly fire alarm testing.

Reception Duties

Alongside supervisory responsibilities, the Reception Supervisor will also undertake general reception duties as required, including:

Handling general telephone enquiries from patients and the wider public.

Booking appointments and home visits in accordance with practice protocols.

Registering new patients and ensuring they receive full and accurate practice information.

Processing requests for EMIS online access, including prescriptions, appointment booking, and records access.

General

This list of duties is not exhaustive and may be subject to change as deemed necessary to meet the needs of the practice. The post holder is expected to work flexibly and collaboratively with the wider team to support the smooth running of the surgery.

Cheviot Road & Shirley Avenue Surgery is a busy, patient-focused GP practice committed to delivering high-quality, patient-centred care. We serve a diverse population of 15,500 patients with a wide range of health needs, and our team works collaboratively to provide safe, accessible, and compassionate healthcare. Our organisation is built on strong clinical leadership and management, a supportive administrative structure, and a culture that values professionalism, respect, and continuous improvement.

We pride ourselves on maintaining high standards of clinical governance, operational efficiency, and patient experience. Our reception, administrative, nursing, and clinical teams work closely together to ensure that every patient receives timely, appropriate care and that our services run smoothly day to day. As a training-oriented and learning-focused practice, we encourage staff development, reflective practice, and open communication, recognising that a well-supported team is essential to delivering excellent care.

Cheviot Road & Shirley Avenue Surgery is committed to being a welcoming, inclusive environment for both patients and staff. We aim to foster a workplace culture where people feel valued, supported, and empowered to contribute to the ongoing improvement of our services.

Experience

Personal Qualities

Qualifications