Reception Manager

Job Description We are seeking a proactive and experienced Reception Lead to join our busy GP surgery. This is a key leadership role responsible for overseeing the day-to-day running of the reception function, ensuring the delivery of a high-quality, efficient, and patient-centred service. The successful candidate will act as the first point of escalation for patient queries, concerns, and complaints, demonstrating excellent communication and problem-solving skills. You will provide leadership to the reception team, manage staffing and rotas, and support wider administrative functions within the practice. This is an excellent opportunity for an experienced receptionist or team leader looking to progress within primary care.Main duties of the job Act as the first point of escalation for patient queries, concerns, and complaints, resolving where appropriate before escalation to the Practice Manager Lead, support, and motivate the reception team to deliver a professional, efficient, and patient-focused service Manage and maintain staff rotas to ensure adequate reception cover at all times Monitor and manage reception staff sickness and absence in line with practice policies Arrange appropriate cover for staff absence, including sickness and annual leave Support performance management processes, including appraisals, one-to-one meetings, and staff development Oversee the day-to-day running of reception, including appointment management, patient flow, and telephone systems Ensure effective communication between reception, clinical staff, and the wider team Promote excellent customer service and continuous improvement in line with CQC standards Undertake and oversee administrative duties including patient record management, document workflow, and data entry Use EMIS Web and other clinical systems effectively to support service delivery Provide administrative and operational support to the Practice Manager as required