About this role
Job summary
The Reception Supervisor at Cheviot Road Surgery plays a central role in ensuring the smooth, safe, and efficient running of our front-of-house operations. As the first point of contact for many of our patients, the Reception Team shapes the experience of those who use our services, and the Supervisor is responsible for leading that team with professionalism, clarity, and compassion. This role provides day-to-day oversight of reception activity, supports staff through guidance and training, and ensures that patient interactions are handled in a manner that reflects the values of the practice. The Reception Supervisor is also accountable for maintaining high standards of communication, confidentiality, and service delivery, while working closely with the Practice Manager and clinical team to uphold operational quality and contribute to a positive, supportive working environment.
Main duties of the job
Induction and training of all new reception staff to agreed practice standards.
Overseeing the completion and maintenance of e-learning requirements for all reception team members.
Supporting the annual appraisal process for reception staff, including monitoring progress against objectives and identifying training needs.
Reporting daytoday issues within the team or with individual staff members to management in a timely and appropriate manner.
Ensuring adequate staffing levels across reception, including assisting with the coordination of annual leave, other leave, and sickness cover.
Managing more complex patient enquiries, including informal complaints relating to reception functions, ensuring concerns are handled professionally and in line with practice expectations.
Providing guidance and support to reception staff when dealing with challenging situations or sensitive patient interactions.
Assisting management in reviewing, updating, and implementing local processes and protocols to ensure safe, efficient, and compliant reception operations.
Alongside supervisory responsibilities, the Reception Supervisor will also undertake general reception duties as required, including.
Handling general telephone enquiries from patients and the wider public.
Booking appointments and home visits in accordance with practice protocols.
Registering new patients.
Processing requests for EMIS online access, including appointment booking, and records access.
About us
Cheviot Road & Shirley Avenue Surgery is a busy, patient-focused GP practice committed to delivering high-quality, patient-centred care. We serve a diverse population of 15,500 patients with a wide range of health needs, and our team works collaboratively to provide safe, accessible, and compassionate healthcare. Our organisation is built on strong clinical leadership and management, a supportive administrative structure, and a culture that values professionalism, respect, and continuous improvement.
We pride ourselves on maintaining high standards of clinical governance, operational efficiency, and patient experience. Our reception, administrative, nursing, and clinical teams work closely together to ensure that every patient receives timely, appropriate care and that our services run smoothly day to day. As a training-oriented and learning-focused practice, we encourage staff development, reflective practice, and open communication, recognising that a well-supported team is essential to delivering excellent care.
Cheviot Road & Shirley Avenue Surgery is committed to being a welcoming, inclusive environment for both patients and staff. We aim to foster a workplace culture where people feel valued, supported, and empowered to contribute to the ongoing improvement of our services.
Job description Job responsibilities
Job Title: Reception Supervisor
Responsible To: Practice Manager
Hours: As agreed
Location: Cheviot Road Surgery
Job Purpose
The Reception Supervisor plays a key role in ensuring the smooth, efficient, and professional running of the reception team at Cheviot Road Surgery. As the first point of contact for many patients, the reception team shapes the patient experience, and the Supervisor is responsible for leading, supporting, and developing the team to deliver high-quality, patient-centred service. The role combines day-to-day operational oversight with hands-on reception duties, ensuring that all front-of-house functions are carried out safely, consistently, and in line with practice policies and NHS standards.
Main Duties and Responsibilities
Leadership & Staff Development
Induct and train all new reception staff to agreed practice standards.
Oversee the completion and maintenance of e-Learning requirements for all reception team members.
Support the annual appraisal process for reception staff, including monitoring progress against objectives and identifying training needs.
Report day-to-day issues within the team or with individual staff members to management in a timely and appropriate manner.
Workforce & Rota Management
Ensure adequate staffing levels across reception, including assisting with the coordination of annual leave, other leave, and sickness cover.
Organise and maintain reception rotas to ensure all essential functions are covered throughout the working day.
Patient Interaction & Issue Resolution
Manage more complex patient enquiries, including informal complaints relating to reception functions, ensuring concerns are handled professionally and in line with practice expectations.
Provide guidance and support to reception staff when dealing with challenging situations or sensitive patient interactions.
Operational Support
Assist management in reviewing, updating, and implementing local processes and protocols to ensure safe, efficient, and compliant reception operations.
Weekly fire alarm testing.
Reception Duties
Alongside supervisory responsibilities, the Reception Supervisor will also undertake general reception duties as required, including:
Handling general telephone enquiries from patients and the wider public.
Booking appointments and home visits in accordance with practice protocols.
Registering new patients and ensuring they receive full and accurate practice information.
Processing requests for EMIS online access, including prescriptions, appointment booking, and records access.
General
This list of duties is not exhaustive and may be subject to change as deemed necessary to meet the needs of the practice. The post holder is expected to work flexibly and collaboratively with the wider team to support the smooth running of the surgery.
Person Specification
Experience Essential
Experience working in GP Practice or similar healthcare environment Previous experience in a reception, administration or front-of-house role Experience supporting or guiding colleagues in day-to-day tasks. Experience dealing with patients or the public in a busy and pressured environment
Desirable
Experience supervising staff and organising rotas Experience handling complex enquiries or informal complaints Experience contributing to process improvement or protocol development
Personal Qualities Essential
Professional approachable and patient-focused. Reliable punctual and committed to high standards of service. Positive attitude and willingness to support colleagues. Provide feedback in a constructive way. Ability to work flexibly and adapt to changing practice needs. Confidence to escalate issues appropriately and constructively. Commitment to continuous learning and improvement.
Qualifications Essential
GCSE Grade A to C in English and Maths Use of EMIS Web Use of Microsoft Office Willingness to undertake further training relevant to role
Desirable
Understanding of NHS Policies i.e. Confidentiality, Information Governance
Employer details Employer name Cheviot Road Surgery
Address Cheviot Road Surgery
1 Cheviot Road
Southampton
SO16 4AH
United Kingdom
Employer's website https://www.cheviotroadsurgery.nhs.uk/ (Opens in a new tab)