Reception Team Leader

The following are the core responsibilities of the role:

The Reception Team Leader is responsible for overseeing the day-to-day operation of the practice reception services, ensuring the delivery of an efficient, professional and patient-focused service. The role includes line managing and supporting reception staff, coordinating rotas and cover arrangements, delivering inductions and training, conducting team meetings and supporting staff performance and wellbeing.

The postholder will allocate daily tasks, monitor telephone and digital communication channels, maintain an effective appointment system and ensure reception procedures remain up to date. They will act as a key communication link between the Partners, Management Team and reception staff, providing guidance on best practice and acting as the first point of escalation for complex patient queries, sensitive conversations and verbal complaints.

The role also involves ensuring compliance with confidentiality, data protection, information governance and Health & Safety requirements, alongside coordinating practice deliveries and ensuring compliance with cold chain procedures where applicable.

Oakmeadow Surgery is a friendly and forward-thinking GP practice based in Glenfield, committed to providing excellent, compassionate and personalised NHS care to our patients. We pride ourselves on creating a welcoming and supportive environment where patients feel valued and our team works together to deliver high-quality care.

Our practice is built on a strong ethos of teamwork, respect and continuous improvement. We embrace innovation and the use of technology to improve patient access, enhance the patient experience and support the delivery of safe, effective and efficient care.

As a busy and evolving practice who work collaboratively to meet the diverse needs of our patient population. We believe that every member of staff plays an important role in the patient journey, and we value individuals who share our commitment to kindness, professionalism, integrity and excellent customer service.

We are also proud to be a training practice, supporting the development of GP registrars, medical students and trainee pharmacists. Education and professional development are important parts of our practice, and we value the opportunity to share knowledge, encourage learning and help develop the next generation of healthcare professionals.

We are looking for people who are enthusiastic, adaptable and passionate about making a positive difference to the lives of our patients.

Communication Skills

Essential: - Excellent verbal and written communication skills. Ability to communicate professionally with patients, colleagues and external organisations.

Desirable: - Experience managing sensitive conversations, resolving conflicts and responding to patient complaints.

Patient Care and Customer Service

Essential: - A professional, approachable and patient-focused manner. Ability to handle challenging situations with empathy, discretion and patience.

Desirable: - Experience supporting patients with complex queries or additional communication needs.

Confidentiality and Compliance

Essential: - Understands the importance of confidentiality, data protection, information governance and maintaining professional boundaries.

Desirable: - Knowledge of NHS policies, Health & Safety requirements and cold chain procedures.

Leadership and Management

Essential: - Ability to lead, motivate and support a team. Able to delegate tasks, manage workloads and address performance concerns appropriately.

Desirable: - Experience conducting appraisals, staff inductions, team meetings and training.

Qualifications

Essential: - The successful candidate must have a minimum of five GCSEs at grades AC, or equivalent, including English and Maths.

Desirable: - A relevant qualification in leadership, management or customer service would be desirable.

Experience

Essential: - Experience working in a busy reception, administration or customer service environment. Previous experience supporting or supervising staff.

Desirable: - Experience working in general practice or an NHS healthcare setting. Experience line managing a team and coordinating staff rotas.

IT Skills

Essential: - Confident using computer systems, email and Microsoft Office applications. Able to learn new systems and processes quickly.

Desirable: - Experience using SystmOne, AccuRx or other NHS primary care clinical systems.