Reception Supervisor

Team Leadership Supervise and support a team of approximately 12 reception staff. Lead by example, maintaining a professional, positive and patient-focused approach. Provide day-to-day guidance, coaching and support to team members. Assist with the induction, training and ongoing development of reception staff. Monitor staff performance and address issues promptly and professionally. Support the Practice Management Team with appraisals, probation reviews, return-to-work meetings and performance management where appropriate. Foster a positive team culture and encourage continuous improvement. Operational Management Oversee the day-to-day running of the reception department. Ensure appropriate staffing levels are maintained throughout the day, responding to unexpected absences where possible. Coordinate reception rotas, workload and daily task allocation. Ensure practice policies, procedures and standard operating procedures are followed consistently. Identify opportunities to improve systems, workflows and patient access. Escalate operational issues to the Practice Management Team where appropriate. Patient Services Support the reception team in delivering an efficient, courteous and compassionate service to patients. Act as the first point of contact for patient queries and complaints, resolving issues efficiently and escalating complex concerns where appropriate. Assist with managing difficult or sensitive situations involving patients. Promote excellent customer service and ensure patients receive timely, accurate and compassionate support. Support the management of patient feedback and contribute to service improvements. Appointment & Workflow Management Support the effective management of appointment capacity and clinic utilisation. Monitor appointment booking processes to ensure practice protocols are followed. Assist with implementing new ways of working and service improvements. Work closely with clinicians and administrative teams to maintain an efficient patient journey. Monitor reception workflows and ensure daily administrative tasks are completed accurately and within agreed timescales. Quality & Compliance Ensure confidentiality is maintained at all times in accordance with GDPR, NHS guidance and practice policies. Ensure reception staff complete mandatory training and comply with practice procedures. Promote safe working practices and contribute to quality improvement initiatives. Support the Practice in preparing for inspections, audits and contractual requirements where required. Communication Act as a key link between the reception team and the Practice Management Team. Communicate operational updates and procedural changes effectively. Build and maintain positive working relationships across all departments. Attend meetings and contribute to practice development and service improvement initiatives.