Reception Team Leader

Job Summary The Reception Team Leader is responsible for supporting the effective day-to-day management of the Reception and Patient Services team within the Practice. The post holder will ensure the delivery of a professional, efficient, and patient-focused reception service while supporting staff supervision, operational processes, and service improvement. The Reception Team Leader will work closely with the Practice Management team and clinicians to ensure high standards of patient care and customer service are maintained within a busy NHS GP Practice environment. Main Duties and ResponsibilitiesReception and Patient Services Oversee the smooth day-to-day running of the reception function. Ensure patients and visitors are greeted and assisted in a professional, courteous, and compassionate manner. Support the management of appointment systems, patient registrations, and patient enquiries. Assist in resolving patient concerns, queries, and complaints appropriately and efficiently. Ensure confidentiality is maintained at all times in line with GDPR and Practice policies. Team Leadership and Staff Support Supervise and support reception and administrative staff on a daily basis. Assist with staff rotas, annual leave coordination, and workload distribution. Support the induction, training, and ongoing development of reception staff. Monitor team performance and provide guidance and support where required. Promote a positive, supportive, and professional team culture. Operational Support Ensure Practice procedures and protocols are followed consistently by the reception team. Support the implementation of new systems, processes, and service improvements. Monitor reception workflows to ensure efficiency and effective patient access. Assist with administrative tasks and operational projects as delegated by management. Escalate operational issues or risks to the Practice Management team where appropriate. IT and Administrative Duties Support the effective use of clinical systems such as EMIS Web, SystmOne, or equivalent. Maintain accurate patient records and ensure data quality standards are met. Assist with scanning, document workflow, and other administrative processes as required. Support communication between clinical and non-clinical teams. General Responsibilities Maintain a professional and confidential approach at all times. Participate in Practice meetings, training sessions, and development activities. Comply with all Practice policies, procedures, health and safety requirements, and NHS guidelines. Undertake any additional duties appropriate to the role and grade as requested by management. Person SpecificationEssential Criteria Previous experience working within a GP Practice, Primary Care, or healthcare setting. Experience supervising or supporting administrative/reception teams. Excellent communication and interpersonal skills. Strong organisational and problem-solving abilities. Ability to work effectively under pressure in a fast-paced environment. Good IT skills, including Microsoft Office and clinical systems. Understanding of patient confidentiality and information governance. Desirable Criteria Previous experience in a Team Leader or supervisory role. Knowledge of NHS Primary Care services and processes. Experience using EMIS Web, SystmOne, Docman, or similar systems. Experience handling patient complaints and service improvement initiatives. Personal Attributes Professional, approachable, and patient-focused. Reliable, organised, and adaptable. Strong leadership and team-working skills. Ability to remain calm and professional under pressure. Commitment to delivering high standards of patient care and customer service.