JOB TITLE: GP Practice Reception Team Leader
An exciting opportunity has arisen to join our team at Testvale Surgery.
We are seeking a skilled and enthusiastic Reception Team Leader to join our team.
We are seeking a proactive and experienced Reception Team Leader to join our busy GP surgery. This is a key leadership role responsible for overseeing the day-to-day running of the reception team, ensuring the delivery of a high-quality, patient-focused service in line with NHS and CQC standards.
The successful candidate will act as the first point of escalation for patient queries and complaints, provide strong team leadership, manage staffing and rotas, and support wider administrative functions within the practice.
Key Responsibilities
- Act as the first point of escalation for patient queries, concerns, and complaints, resolving issues promptly and professionally in line with practice procedures
- Lead, support, and motivate the reception team to deliver an efficient, friendly, and patient-centred service
- Manage and maintain staff rotas to ensure adequate reception cover at all times
- Monitor and manage reception staff sickness and absence in accordance with practice policies, maintaining accurate records
- Arrange appropriate cover for staff absence (sickness and annual leave) to ensure continuity of service
- Support performance management processes, including appraisals, one-to-ones, and staff development
- Oversee the day-to-day running of reception, including appointments, patient flow, and telephone systems
- Ensure effective communication between reception, clinical staff, and the wider team
- Promote excellent customer service and continuous improvement aligned with CQC standards and patient expectations
- Undertake and oversee a range of administrative duties, including patient record management, document handling, and data entry
- Use clinical systems (including EMIS Web) effectively to support patient services and administrative processes
- Provide flexible administrative and operational support to the Practice Manager and wider team as required
Person Specification Essential
Experience
- Previous experience working within a GP practice or primary care setting
- Experience in a supervisory or team leadership role
- Experience of handling patient queries, complaints, and difficult situations
Skills & Knowledge
- Strong understanding of GP reception processes and patient services
- Working knowledge of EMIS Web clinical system
- Excellent communication and interpersonal skills
- Ability to lead, motivate, and support a team
- Strong organisational skills with the ability to prioritise workload
- Ability to manage rotas and respond to changing service demands
- Good IT skills, including Microsoft Office
Personal Qualities
- Professional, approachable, and empathetic manner
- Resilient and calm under pressure
- High level of confidentiality and integrity
- Proactive and solution-focused
Desirable
- Experience managing staff rotas and sickness absence
- Knowledge of NHS policies, procedures, and CQC standards
- Experience supporting staff appraisals and performance management
- Familiarity with additional GP systems (e.g. AccuRx, Docman)
Working Pattern
This is a part-time role, working approximately 30 hours per week. The exact working pattern will be agreed with the successful candidate and will be set as a fixed rota.
Our practice core hours are 8:00am to 6:30pm, Monday to Friday. Specific working hours can be discussed at interview stage.
The role also includes participation in a Saturday rota (1 in 3 Saturdays), shared across the reception team.
Job Types: Part-time, Permanent
Benefits:
Application question(s):
- Have you worked on Emis and Docman.
- Do you have excellent communication skills (written and oral)?
- Do you have good IT skills?
Education:
- GCSE or equivalent (required)
Experience:
- Customer service: 1 year (required)
- Reception Management: 1 year (preferred)
Licence/Certification:
- NVQII Customer Care (preferred)
Work Location: In person
