HEAD DENTAL RECEPTIONIST
Own the Patient Journey. Elevate the Experience. Create the WOW.
Billericay Dental Care – Billericay, Essex
£34,132-£35,289 | Full-time | Permanent
Are you a natural leader who believes every patient deserves a 5★ experience?
At Billericay Dental Care, we believe that exceptional dentistry is only part of what makes a great practice.
The patient journey matters just as much.
From the moment a patient first contacts us, to the way they are welcomed, communicated with, supported and followed up, every interaction should leave them thinking:
“WOW — that was an amazing experience.”
We’re looking for an experienced Head Dental Receptionist who is passionate about making that happen.
This is a senior front-of-house role for someone who wants to take ownership of the patient journey, lead service excellence and raise the standard of what outstanding dental reception looks like.
YOUR MISSION: CREATE A 5★ PATIENT EXPERIENCE
As our Head Dental Receptionist, you’ll be the guardian of the patient experience.
You’ll lead our reception team, but your role goes far beyond managing a diary or answering the phone.
You’ll take ownership of how patients experience our practice at every touchpoint — ensuring our service is consistently warm, professional, personal and exceptional.
You’ll identify opportunities to make the patient journey better, introduce improvements and inspire the team to consistently deliver a 5★ “WOW” experience.
WHAT YOU’LL OWN - The Patient Journey & Experience
- Take ownership of the end-to-end patient journey, from the first enquiry through to ongoing care and follow-up
- Ensure every patient receives a warm, professional and personalised experience
- Identify opportunities to exceed patient expectations and create memorable “WOW” moments
- Ensure patients feel valued, listened to and cared for at every interaction
- Continuously review and improve the patient journey across reception and the wider practice
- Work closely with clinicians and the wider team to ensure a seamless patient experience
Service Excellence & Quality
You’ll play a key role in maintaining and raising the standard of service across the practice.
This will include:
- Setting clear expectations for exceptional reception and patient service
- Monitoring service standards and ensuring consistency across the team
- Coaching and supporting reception team members to deliver outstanding service
- Identifying gaps or inconsistencies in the patient experience and taking action
- Introducing and maintaining effective reception processes and standards
- Regularly reviewing patient feedback and using it to drive improvements
- Leading by example and creating a team-first culture
COMPLAINTS, FEEDBACK & SERVICE RECOVERY
We know that even in an exceptional practice, things don’t always go perfectly.
When they don’t, the way we respond matters.
You’ll take a proactive and professional approach to patient concerns, complaints and service recovery, ensuring patients feel heard, respected and supported.
You’ll:
- Take ownership of patient complaints and concerns
- Respond calmly, professionally and empathetically
- Investigate issues thoroughly and work towards appropriate resolutions
- Identify recurring issues and recommend improvements to prevent them happening again
- Ensure appropriate complaints processes and documentation are followed
- Escalate matters appropriately when required
- Use patient feedback as a valuable tool for improving the practice
LEAD, INSPIRE & DEVELOP THE RECEPTION TEAM
You’ll be the leader of our front-of-house team and will play a key role in creating a positive, accountable and high-performing reception environment.
You’ll:
- Lead, support and motivate the reception team
- Set clear expectations around service, professionalism and patient care
- Coach team members and provide constructive feedback
- Support training and onboarding
- Lead by example in every patient interaction
- Help create a culture of accountability, teamwork and continuous improvement
- Recognise great performance and celebrate successes
- Address service issues promptly and constructively
We want a leader who can be warm and approachable while maintaining high standards.
OPERATIONAL & COMMERCIAL EXCELLENCE
Alongside patient experience, you’ll take ownership of the smooth and efficient running of reception.
This includes:
- Managing and optimising appointment books
- Maximising diary utilisation
- Coordinating appointments with clinicians and the wider team
- Supporting treatment plan coordination
- Handling complex patient queries
- Processing payments and maintaining accurate records
- Supporting practice policies, procedures and compliance
- Identifying opportunities to improve efficiency and patient flow
- Ensuring the reception environment consistently reflects the high standards of Billericay Dental Care
ABOUT BILLERICAY DENTAL CARE
We’re a family-owned, progressive dental practice committed to delivering exceptional clinical care and an outstanding patient experience.
We’re proud to have been finalists in the Dentistry Awards 2025 and have recently invested in creating a modern, state-of-the-art practice.
Our practice is:
Fully digital
Technology-led
Patient-focused
Home to an experienced multidisciplinary clinical team
Committed to continuous improvement
Focused on developing our people
WHO ARE WE LOOKING FOR?
You’ll ideally be an experienced Dental Receptionist who is ready to step into a senior leadership role.
You’ll be:
A natural leader – You enjoy taking responsibility and bringing people with you.
Obsessed with great service – You notice the little things that make patients feel special.
Highly organised – You can manage multiple priorities without losing sight of the patient.
Confident with people – You can communicate brilliantly with patients, clinicians and colleagues.
Solution-focused – When something goes wrong, you focus on fixing it and learning from it.
Quality-driven – You have high standards and implement processes to maintain them.
Commercially aware – You understand that an efficiently run reception supports both patient care and practice performance.
Emotionally intelligent – You can handle difficult conversations with empathy, professionalism and confidence.
And above all:
You genuinely care about how people feel when they walk through our doors.
WHAT WE OFFER
£34,132-£35,289 based on working pattern detailed below.
Full-time, permanent position
Senior leadership opportunity
Fully digital working environment
Supportive and ambitious team culture
Employee discount
On-site parking
Opportunity to shape and improve the patient journey
Opportunity to develop your leadership and management skills
A role where your ideas and contribution will genuinely matter
WORKING PATTERN
Salary based on following hours:
Monday: 8.30am- 8:00pm
Tues-Thurs: 8.30am-6.00pm
Fri: OFF
Saturday: 8:30am – 6:00pm
Full-time | Permanent
❤THIS IS ABOUT MORE THAN RECEPTION
We’re looking for someone who wants to raise the bar.
Someone who believes that 5★ patient care is created through hundreds of small details, every single day.
If you’re ready to take ownership of the patient journey, lead a team and help create a genuinely exceptional patient experience at Billericay Dental Care...
We’d love to hear from you.
Apply today and tell us why you’re the person to lead our front-of-house experience.
Pay: £34,132.00-£35,289.00 per year
Work Location: In person
