Reception Manager & Facilities Coordinator
Location: 60 Harley Street, London
Hours: 37.5 hours /week
Reports to: Clinic Operations Manager
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Role Overview
London Psychiatry Clinic is one of the UK's leading independent private mental health providers, delivering exceptional care across Psychiatry, Psychology and Therapy services.
We're looking for an experienced Reception Manager (or Senior Receptionist ready for the next step) to lead our Front of House team at our flagship Harley Street clinic.
You'll supervise our reception team, coordinate the daily running of reception and take ownership of the patient experience, while also overseeing the smooth operation of our clinic facilities and Health & Safety compliance.
This is a varied role that combines leadership of our reception function with responsibility for facilities coordination, health & safety compliance and ensuring an exceptional patient experience.
You will be the first impression of the clinic, leading by example while supervising our Reception team, coordinating daily operations and ensuring our building consistently reflects the premium standards expected by our patients and clinicians.
Working closely with the Clinic Operations Manager and wider operational team, you will identify opportunities to improve processes, resolve operational issues proactively and help maintain an outstanding clinical environment.
Key Responsibilities
Front of House & Patient Experience
- Deliver an exceptional first impression for every patient, visitor and clinician.
- Create a professional, calm and welcoming reception environment.
- Manage patient arrivals and clinic flow to ensure appointments run efficiently.
- Support patients with empathy, discretion and professionalism.
- Process patient payments and support billing activities where required.
- Respond to patient enquiries promptly and professionally.
- Maintain reception, waiting areas and consultation rooms to the highest standard.
- Encourage patient feedback and contribute to continuous service improvement.
- Support wider clinic needs such as couriers and prescription collections or events on site
Reception Team Leadership
- Lead the day-to-day operation of the reception service.
- Provide line management and day-to-day support for two Receptionists.
- Prepare and manage reception rotas, annual leave and absence cover to ensure business continuity.
- Conduct regular one-to-one meetings, probation reviews and performance conversations with support from the Clinic Operations Manager.
- Coach and develop Reception team members, ensuring consistently high standards of patient care.
- Lead daily handovers and ensure excellent communication across the reception function.
- Act as the first point of escalation for reception and front-of-house operational issues.
- Foster a positive, collaborative and patient-focused team culture.
Facilities, Building and Health & Safety Compliance
- Take ownership of the day-to-day presentation, safety and operational readiness of the Harley Street premises.
- Conduct daily opening and closing building checks, ensuring the clinic is fully prepared for patient appointments.
- Coordinate planned preventative maintenance, reactive repairs and contractor visits.
- Act as the primary point of contact for landlords, contractors and external service providers.
- Maintain high standards of housekeeping, clinic presentation and facilities management across all areas.
- Carry out routine Health & Safety inspections and ensure compliance checks are completed in line with clinic procedures.
- Maintain Health & Safety records, compliance logs and statutory documentation, including fire safety, emergency lighting, water hygiene, first aid equipment and contractor records.
- Support fire safety procedures, evacuation processes and routine testing.
- Identify, assess and escalate building, facilities or Health & Safety risks promptly, working with the Clinic Operations Manager to ensure timely resolution.
- Support CQC inspections, internal audits and compliance reviews by maintaining accurate records and ensuring the clinic remains inspection ready.
- Assist with incident reporting and investigations, ensuring appropriate documentation and follow-up actions are completed.
- Promote a proactive culture of Health & Safety, ensuring good housekeeping and safe working practices throughout the clinic.
- Support occasional meeting or event organisation hosted at the clinic
Operational & Administrative Support
- Support clinicians and the wider administration team to ensure clinics operate efficiently.
- Manage reception or clinic inboxes and telephone enquiries
- Assist with diary coordination and other operational administration tasks where required.
- Upload and maintain documentation within the clinical management system.
- Support service improvement initiatives and operational projects.
- Provide reception and administrative cover during periods of annual leave or sickness.
Skills & Experience
Essential
- Previous experience in a senior reception, front-of-house or facilities coordination role.
- Experience supervising or line managing a small team.
- Experience preparing staff rotas and coordinating team cover.
- Excellent organisational and time management skills.
- Strong communication and interpersonal skills.
- Confident dealing with patients, clinicians, contractors and external suppliers.
- Excellent problem-solving skills with the ability to prioritise effectively.
- High level of professionalism, discretion and confidentiality.
- Strong IT skills including Google Workspace and Microsoft Office.
Desirable
- Previous experience within private healthcare or a clinical environment.
- Knowledge of Health & Safety and compliance requirements.
- Experience supporting CQC inspections or healthcare audits.
- Experience using electronic patient record systems.
- First Aid or Health & Safety qualification.
Personal Attributes
We're looking for someone who:
- Takes genuine ownership of their work.
- Leads by example and enjoys supporting others.
- Has exceptional attention to detail.
- Remains calm and professional under pressure.
- Is naturally organised and proactive.
- Takes pride in creating an outstanding patient experience.
- Builds positive relationships across all levels of the organisation.
- Enjoys identifying opportunities to improve processes and standards.
Benefits
- Private Healthcare following successful completion of probation.
- Company laptop and iPhone.
- 24 days annual leave plus Bank Holidays.
- Opportunity to work within a leading private mental health clinic on Harley Street.
- Supportive, collaborative working environment.
- Ongoing professional development opportunities.
Job Type: Full-time
Pay: £36,000.00-£38,000.00 per year
Benefits:
- Health & wellbeing programme
- Sick pay
Application question(s):
- Do you live within easy commuting distance to W1
Education:
- GCSE or equivalent (preferred)
Experience:
- Administrative: 2 years (preferred)
- Reception: 2 years (required)
Language:
Work Location: In person
