About this role
Job summary
Hours: 37.5 hours per weekWorking Pattern: Monday to Friday, 10:30am 6:30pm (30-minute unpaid lunch break)
We are looking for an enthusiastic, organised and proactive Reception Supervisor / Team Leader to join our friendly and supportive team at Urmston Group Practice.
This is a key leadership role responsible for the day-to-day supervision of our reception team of 12 staff, ensuring the smooth running of reception services and delivering an excellent experience for our patients.
The successful candidate will lead by example, providing support, guidance and coaching to the reception team whilst working closely with the Practice Management Team to ensure high standards of customer service, efficiency and patient care.
Main duties of the job
Urmston Group Practice is looking for an experienced and motivated Reception Supervisor / Team Leader to lead our busy reception team of 12 staff.
This is an exciting opportunity for someone with previous GP practice or NHS primary care experience who is passionate about delivering outstanding patient care and supporting a high-performing team. You will oversee the day-to-day running of the reception department, providing leadership, guidance and coaching to reception staff while working closely with the Practice Management Team to ensure an efficient, patient-focused service.
The successful candidate will act as the first point of contact for patient queries and complaints, resolving issues professionally and escalating complex concerns where appropriate. You will also support staff development, coordinate daily workflows, monitor appointment processes, ensure compliance with practice procedures and contribute to continuous service improvement.
About us
Urmston Group Practice is a friendly, well-established training practice serving approximately 13,000 patients in Trafford.
We are committed to providing high-quality, patient-centred care and pride ourselves on delivering an excellent service to our local community. Our multidisciplinary team includes GP Partners, Salaried GPs, Advanced Clinical Practitioners, Practice Nurses, a Nursing Associate, GP Assistant, Clinical Pharmacists, First Contact Physiotherapists, Care Coordinators and an experienced administration and reception team.
Working closely with our Primary Care Network (PCN) and local healthcare providers, we strive to deliver integrated, compassionate care while continually improving the services we offer. We are a supportive practice that values teamwork, innovation and staff development, making Urmston Group Practice an excellent place to work and grow your career.
Job description Job responsibilities Team Leadership
Supervise and support a team of approximately 12 reception staff.Lead by example, maintaining a professional, positive and patient-focused approach.Provide day-to-day guidance, coaching and support to team members.Assist with the induction, training and ongoing development of reception staff.Monitor staff performance and address issues promptly and professionally.Support the Practice Management Team with appraisals, probation reviews, return-to-work meetings and performance management where appropriate.Foster a positive team culture and encourage continuous improvement.Operational ManagementOversee the day-to-day running of the reception department.Ensure appropriate staffing levels are maintained throughout the day, responding to unexpected absences where possible.Coordinate reception rotas, workload and daily task allocation.Ensure practice policies, procedures and standard operating procedures are followed consistently.Identify opportunities to improve systems, workflows and patient access.Escalate operational issues to the Practice Management Team where appropriate.Patient ServicesSupport the reception team in delivering an efficient, courteous and compassionate service to patients.Act as the first point of contact for patient queries and complaints, resolving issues efficiently and escalating complex concerns where appropriate.Assist with managing difficult or sensitive situations involving patients.Promote excellent customer service and ensure patients receive timely, accurate and compassionate support.Support the management of patient feedback and contribute to service improvements.Appointment & Workflow ManagementSupport the effective management of appointment capacity and clinic utilisation.Monitor appointment booking processes to ensure practice protocols are followed.Assist with implementing new ways of working and service improvements.Work closely with clinicians and administrative teams to maintain an efficient patient journey.Monitor reception workflows and ensure daily administrative tasks are completed accurately and within agreed timescales.Quality & ComplianceEnsure confidentiality is maintained at all times in accordance with GDPR, NHS guidance and practice policies.Ensure reception staff complete mandatory training and comply with practice procedures.Promote safe working practices and contribute to quality improvement initiatives.Support the Practice in preparing for inspections, audits and contractual requirements where required.CommunicationAct as a key link between the reception team and the Practice Management Team.Communicate operational updates and procedural changes effectively.Build and maintain positive working relationships across all departments.Attend meetings and contribute to practice development and service improvement initiatives.
Person Specification
Experience Essential
Previous experience working within a GP practice or NHS primary care setting. Previous supervisory or team leadership experience. Excellent communication and interpersonal skills. Strong organisational and time management skills. Excellent customer service and conflict resolution skills. Ability to prioritise workload and make sound decisions in a busy environment. Good IT skills, including Microsoft Office. Commitment to confidentiality, professionalism and delivering high standards of patient care.
Desirable
Experience using EMIS Web. Knowledge of GP appointment systems and care navigation. Experience managing staff rotas. Understanding of NHS primary care services, contractual requirements and performance targets. Experience handling complaints or leading service improvements.
Personal Qualities Essential
Positive, approachable and supportive. Calm, resilient and able to remain professional under pressure. Reliable, dependable and highly organised. Confident in leading and motivating a team. Flexible, adaptable and solutions-focused. Able to work independently and collaboratively. Passionate about delivering outstanding patient care and customer service.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name The Urmston Group Practice
Address Urmston Group Practice
6 Woodsend Crescent Road
Urmston
Manchester
M41 8AA
United Kingdom
Employer's website https://www.urmstongrouppractice.co.uk (Opens in a new tab)