Reception Supervisor

• Providing day-to-day supervision and support to reception staff.
• Acting as the first point of contact for reception queries and operational issues.
• Coordinating reception rotas and helping arrange cover for annual leave and sickness.
• Allocating and monitoring daily reception duties and workloads.
• Supporting the induction and training of new and existing staff.
• Ensuring practice procedures and agreed ways of working are followed consistently.
• Supporting the implementation of new systems and processes.
• Helping to resolve more complex patient queries and escalating concerns or complaints where appropriate.
• Supporting effective communication between reception, administration and clinical teams.
• Undertaking routine building checks and reporting any issues appropriately.
• Maintaining confidentiality and information governance standards.
• Undertaking reception duties when required to support the team.

• Providing day-to-day supervision and support to the reception team.
• Acting as the first point of contact for reception staff requiring advice or assistance.
• Coordinating reception staffing and ensuring appropriate cover across the working day.
• Supporting the preparation and management of reception rotas.
• Helping to arrange cover for annual leave, sickness and other absences.
• Allocating and monitoring reception duties and ensuring work is completed appropriately.
• Supporting new members of staff through induction and on-the-job training.
• Identifying training or development needs within the reception team and escalating these to the management team.
• Promoting consistent working practices and ensuring practice policies and procedures are followed.
• Supporting the implementation of new systems, processes and ways of working.
• Helping resolve day-to-day operational issues within reception.
• Escalating staffing, performance, patient or operational concerns appropriately to the Practice Manager or relevant manager.
• Supporting effective communication between reception, administration and clinical teams.
• Maintaining a professional, welcoming and patient-focused reception environment.
• Assisting patients with queries sensitively and professionally, including more complex queries where appropriate.
• Supporting the management of difficult situations and escalating complaints or significant concerns in accordance with practice procedures.
• Ensuring confidentiality, information governance and data protection requirements are maintained at all times.
• Undertaking reception duties as required to support the needs of the practice.
• Attending relevant practice and team meetings.
• Carrying out other reasonable duties appropriate to the role.

Essential

• Ability to prioritise and manage competing demands.
• Ability to remain calm and professional when working under pressure.
• Ability to support and motivate colleagues.
• Confidence to provide guidance and address day-to-day issues within the team.
• Good problem-solving skills and ability to use initiative.
• Ability to recognise when an issue needs to be escalated.
• Good attention to detail.
• Understanding of the importance of confidentiality and data protection.
• Ability to work effectively with clinical, administrative and management colleagues.

Desirable

• Knowledge of general practice and primary care.
• Understanding of GP practice reception processes and patient access.
• Knowledge of NHS systems and terminology.

Essential

• Previous experience working in a busy customer-facing, reception or administrative environment.
• Experience of working as part of a team.
• Experience of organising and prioritising a varied workload.
• Experience of dealing with confidential or sensitive information.
• Experience of dealing with challenging situations in a calm and professional manner.

Desirable

• Previous supervisory, senior reception or team-leading experience.
• Previous experience within a GP practice, NHS or healthcare environment.
• Experience of staff rotas and coordinating cover.
• Experience of training or supporting new members of staff.
• Experience using SystmOne.