Reception Lead/Manager

About the Role

We are looking for a motivated and experienced Reception Manager / Lead Receptionist to join our friendly GP surgery team. This is a hands on role combining front line reception duties with dedicated time to support the day to day management of the reception function.

You will play a key role in ensuring the smooth running of reception services while providing high quality patient care and support.

About You

• Previous experience working in a GP surgery is essential
• Experience using EMIS clinical system is highly desirable
• Strong organisational and leadership skills
• Excellent communication and interpersonal abilities
• Ability to balance operational duties with team management responsibilities
• Proactive, approachable and supportive leadership style

What We Offer

• A supportive and collaborative working environment
• Opportunity to develop leadership and management skills
• A varied and rewarding role within primary care

If you are an experienced receptionist ready to take the next step into a leadership role while remaining patient focused, we would love to hear from you.

Main duties of the job Key Responsibilities

• Act as a working receptionist, handling patient queries, appointments, and administrative tasks
• Lead and support a small team of four receptionists
• Manage staff rotas to ensure adequate cover at all times
• Organise and lead regular team meetings
• Support staff training, onboarding, and ongoing development
• Ensure reception processes run efficiently and in line with practice policies
• Act as a point of contact between reception staff and practice management

Job responsibilities

The Reception Manager is responsible for overseeing the daily operations of the reception function, ensuring a professional, welcoming and efficient front of house service. The role involves leading and supporting reception staff, maintaining high customer service standards, and ensuring smooth administrative processes that reflect positively on the organisation.

Operational Management

• Manage the day to day running of the reception area
• Ensure all visitors, clients and stakeholders receive a professional and positive experience
• Maintain a clean, organised and welcoming front of house environment
• Oversee appointment scheduling, room bookings and front desk systems

Team Leadership

• Supervise, support and motivate reception staff
• Prepare staff rotas and manage holiday and absence cover
• Provide induction, training and ongoing development for reception team members
• Conduct performance reviews and address performance issues where necessary

Customer Service

• Act as a point of escalation for complex enquiries or complaints
• Ensure high standards of communication, professionalism and confidentiality
• Develop and implement service improvements to enhance visitor experience

Administration & Compliance

• Maintain accurate records and ensure data protection and confidentiality standards are met
• Monitor and improve reception processes and administrative systems
• Ensure compliance with organisational policies and relevant legislation
• Prepare reports and provide management information as required

Communication & Liaison

• Liaise with internal departments to ensure effective coordination
• Support senior management with operational updates and improvements
• Build positive relationships with external partners and stakeholders

Person Specification Essential

• Proven experience in a supervisory or management role within a reception or customer facing environment
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Highly organised with the ability to prioritise workload effectively
• Proficient in IT systems and administrative processes

Reporting To

Practice Manager and the GP Partners

Person Specification Experience

• Previous experience managing a reception team
• Staff meetings and one to ones
• Experience working within a GP practice

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.