Lead the Team. Elevate the Patient Experience. Build an Exceptional Front of House.
We're looking for an exceptional leader to join our senior management team.
This is not a traditional Reception Manager role.
We're looking for someone who is passionate about leading people, delivering exceptional customer experiences, building high-performing teams, improving systems and continuously raising standards.
You'll work directly alongside the Practice Principal and Business Manager to shape the future of our award-winning private dental practice.
If you're someone who naturally takes ownership, enjoys solving problems, thrives on accountability and loves developing people, we'd love to hear from you.
About Us
Heronsgate Dental & Facial is one of South East London's leading private dental and facial aesthetics practices, with over 2,500 five-star Google reviews, multiple national award nominations and a reputation for exceptional patient care.
Our ambition is simple.
We want to become one of London's leading private dental businesses by combining outstanding clinical care with world-class customer service, innovative technology and exceptional operational systems.
We're investing heavily in AI, automation and modern business systems so our leadership team can spend less time on administration and more time creating an outstanding experience for both our patients and our team.
The Role
This is a hands-on leadership role.
You won't spend your day sitting in an office.
You'll be on the reception floor, coaching the team, supporting patients, solving problems and continually improving the way we operate.
You'll be responsible for ensuring every patient interaction reflects the premium experience we strive to deliver.
You'll coach the reception team, monitor performance, improve systems, analyse KPIs and ensure every enquiry, phone call and patient journey is handled to the highest possible standard.
You'll be empowered to identify problems, develop solutions and implement change.
We don't want someone who simply keeps reception running.
We want someone who is constantly asking:
"How can we make this better?"
What You'll Be Responsible For
Leading the Reception Team
- Leading, coaching and developing a high-performing reception team.
- Delivering regular one-to-one coaching and performance feedback.
- Setting clear expectations and maintaining high standards.
- Managing performance confidently and constructively.
- Building a positive, accountable and supportive team culture.
Delivering an Exceptional Patient Experience
- Ensuring every patient receives a warm, professional and personalised experience.
- Creating consistency across every patient interaction.
- Managing patient concerns and complaints with confidence and empathy.
- Supporting the team with challenging conversations and difficult situations.
- Continually looking for ways to improve the patient journey.
Driving Performance
You'll own and improve reception performance, including:
- Telephone answering performance.
- New patient enquiry response times.
- Boxly lead management and conversion.
- New patient conversion rates.
- Diary utilisation and white space management.
- Membership growth and retention.
- Recall effectiveness.
- Outstanding treatment follow-up.
- Google reviews and patient feedback.
- Reception productivity and efficiency.
You'll use data to identify trends, coach the team and continually improve results.
Systems & Continuous Improvement
You'll constantly look for ways to improve how we work.
This includes:
- Creating and improving SOPs.
- Developing checklists and workflows.
- Introducing new systems.
- Implementing AI and automation where appropriate.
- Improving reporting and dashboards.
- Identifying inefficiencies and removing them.
- Driving projects that improve both patient experience and team efficiency.
Collaboration
You'll work closely with our Practice Principal, Business Manager, Treatment Coordinator and clinical team to ensure exceptional communication and a seamless patient journey.
About You
You're someone who naturally enjoys improving businesses.
You don't wait to be told what needs fixing.
You notice problems before other people do and take ownership of solving them.
You're comfortable holding people accountable because you genuinely care about helping them succeed.
You're highly organised, commercially aware and passionate about delivering exceptional customer service.
Most importantly, you're excited by the opportunity to build something better every single day.
We'd Love to Hear From You If You:
- Have experience leading customer-facing teams.
- Love coaching and developing people.
- Enjoy improving systems and processes.
- Are confident using technology and learning new software.
- Think commercially and understand KPIs.
- Are comfortable making decisions independently.
- Stay calm under pressure.
- Have exceptional communication skills.
- Enjoy solving problems.
- Take genuine ownership of your department.
Your Background
We welcome applications from candidates with leadership experience in:
- Private healthcare
- Hospitality
- Luxury hotels
- Premium retail
- Airlines
- Fitness and leisure
- Customer success
- Veterinary practices
- Dentistry
- Other high-end customer service environments
Dental experience is not essential.
We're far more interested in finding an exceptional leader with outstanding customer service and operational skills than someone who has spent years working in dentistry.
We'll teach you dentistry. You bring the leadership.
Why Join Us?
This is an opportunity to join one of the London's most ambitious dental practices.
You'll be trusted to lead, innovate and make a genuine impact.
You'll have the autonomy to improve systems, develop people and shape the future of one of the most important departments in our business.
If you're looking for a role where you can truly make a difference, we'd love to hear from you.
Pay: Up to £40,000.00 per year
Benefits:
- Company events
- Employee discount
- On-site parking
Ability to commute/relocate:
- London SE28 0ER: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Leadership: 2 years (preferred)
Work Location: In person
