JOB DESCRIPTION
Title: Front of House Team Lead
Accountable To: Deputy Director & Hospital Manager
Main Areas of Responsibility: Reception / Front of House
The Front of House Team Lead is responsible for the day-to-day leadership and operational management of the Reception and Front of House service at The London Welbeck Hospital.
The post holder will lead by example, ensuring the highest standards of patient care, customer service and professionalism are consistently delivered. Working closely with the Hospital Management team, all hospital departments and partnering clinics, they will oversee the smooth running of reception, patient admissions, outpatient clinics and administrative tasks while providing supervision and support to the Front of House reception team.
The role requires excellent leadership, organisational and communication skills, with the ability to manage competing priorities within a busy private hospital environment whilst maintaining an exceptional patient experience.
Responsibilities and Daily Tasks
Patient Experience and Reception Duties
- Deliver an exceptional customer service and first impression by welcoming patients, consultants, visitors and contractors professionally. Maintain clear, professional communication with patients, relatives and colleagues at all times.
- Ensure patients are addressed promptly and directed appropriately throughout the Hospital and are kept informed regarding any delays or changes to their appointments.
- Maintain a tidy, calm, organised and professional reception environment at all times.
- Adress patient queries professionally, de-escalate complaints wherever possible and escalate when required.
- Ensure all incoming telephone calls and enquiries are answered promptly, courteously and or redirected accurately. Record and relay accurate messages and ensure timely follow-up.
- Coordinate communication between all departments, consultants and partnering clinics/consultants.
- Support the Booking Department with administrative tasks, managing patient admissions and appointment scheduling of outpatient clinics
- Ensure hospital/patient records are accurate, complete and maintained in accordance with GDPR requirements. Ensure documentation is accurately filed and stored securely.
Leadership
- Lead and supervise the day-to-day operation of the Front of House department and staff.
- Prepare staff rotas, annual leave, sickness cover and break allocations to ensure adequate service provision.
- Communicate effectively with the team through regular meetings, providing constructive feedback, coaching and development opportunities
- Monitor staff performance, attendance and compliance with Hospital policies and procedures.
- Promote a positive, collaborative and patient-focused culture, working closely with all departments to deliver a seamless patient journey.
- Lead and support service improvement projects and implementation of new processes, ensuring compliance with Hospital policies, procedures and quality standards.
- Liaise with other departmental leads to ensure effective communication throughout the Hospital.
- Review theatre lists, clinics and admissions in advance, escalating any concerns to the Hospital Manager.
- Undertake any other duties appropriate to the level of the role as requested by the hospital management team
- Support with recruitment, lead induction and training of new staff.
Essential/ Desirable criteria
Personal Qualities
Minimum 2 years' Front of House or Reception experience (Previous experience within a private healthcare- Desired)
Professional and approachable
Excellent customer service and communication skills- (verbal and written)
Positive and proactive
Strong organisational and time management skills with the ability to prioritise workload.
Reliable and accountable
Competent in Microsoft Office (Word, Excel, Outlook and Teams).
Strong interpersonal skills
Understanding of GDPR and confidentiality
Excellent attention to detail
Ability to work independently and use initiative.
Flexible approach to working hours to meet operational requirements.
Ability to supervise, motivate and support a team.
Standard Business Conduct
Infection Prevention and Control
Infection Prevention and Control is everybody’s business, and all employees have a duty to act in accordance with the standards and procedures as set out in the London Welbeck Hospital, Infection Prevention and Control Policy at all times
Safeguarding Children and Safeguarding Vulnerable Adults
Safeguarding Children and Vulnerable Adults is the business of everyone employed by London Welbeck Hospital. All staff must be responsible and proactive in identifying and reporting safeguarding concerns.
Honesty and Trust
The post holder will always, deal honestly and professionally with regard to all matters of hospital business affording maximum curtesy to all those who have dealing with the London Welbeck hospital including patients, relatives, and suppliers.
Confidentiality
All information relating to patients and/or staff obtained during employment with the London Welbeck Hospital is to be treated as confidential and as such employees should not disclose it without appropriate prior authorization. Unauthorized disclosure of any confidential information, that is covered by the Data Protection Act may result in disciplinary action
Health & Safety
Is a key responsibility for this role- to know your individual responsibility is key so as to keep, yourself, your colleagues, patients, and the public safe at all times.
* This job description may be reviewed in the light of changing service needs and developments in consultation with the post-holder.
Reviewed 03.07.2026
Pay: £26,000.00-£28,000.00 per year
Work Location: In person
