About this role
Job summary
We are seeking an enthusiastic, organised and proactive Reception Manager to join our friendly and supportive GP practice in Sidmouth.
This is an exciting opportunity for an experienced people manager with excellent organisational, communication and leadership skills to play a key role in leading our reception and administration teams. Working closely with the leadership team, you will ensure the smooth day-to-day running of reception services, promote a compassionate patient-focused culture, and support the ongoing development of efficient administrative systems and patient access.
At Sid Valley Practice, we pride ourselves on our strong team culture, commitment to continuous improvement, and focus on delivering high quality care for our local community. We value collaboration, kindness and professionalism, and actively support professional development and training.
Main duties of the job
Lead and support the reception and administration teams, promoting high standards of customer service and professionalism.
Manage staff rotas, absence, appraisals, training and day-to-day operational performance.
Monitor patient interactions and telephone quality, providing coaching and feedback to support continuous improvement.
Review and improve patient navigation, appointment utilisation and administrative processes to enhance patient experience and operational efficiency.
Analyse performance data to identify trends and opportunities for service improvement.
Support compliance with GDPR, information governance and practice policies.
Champion a compassionate, patient-centred culture, ensuring all administrative staff demonstrate teamwork, respect and professionalism.
About us
A supportive and inclusive working environment
Opportunity to lead and develop an established reception and administration team.
Involvement in service improvement and practice development
Access to training and professional development opportunities
Flexible working arrangements where possible
NHS Pension Scheme membership
If you are an approachable and motivated leader who is passionate about delivering excellent patient service, supporting colleagues and driving continuous improvement, we would love to hear from you.
Job description Job responsibilities
The Reception Manager is responsible for the effective management and leadership of the administration team. The role ensures all administrative and reception duties are carried out efficiently, while maintaining the highest standards of customer service. The Reception Manager will be instrumental in coordinating staffing, implementing new processes, and overseeing the delivery of excellent patient communication, both in person and through other channels. Additionally, the role includes responsibility for compliance with GDPR and supporting continuous improvements within the practice.
Key objectives of the role include:
Leadership: Oversee all members of the admin team, ensuring high standards of customer service and effective communication.
Call Monitoring and Coaching: Regularly listen to and review calls to ensure quality control, providing coaching and feedback to team members where necessary.
Line Management: Conduct regular one-to-one meetings with all team leaders, offering guidance, feedback, and development support.
Patient Navigation Review: Continuously assess and optimise patient navigation processes to improve efficiency and enhance the patient experience.
Data Analysis: Analyse phone data, appointment utilisation, and other key metrics to identify areas for improvement and implement changes as necessary.
Rota Planning: Manage and maintain staff rotas, ensuring appropriate cover and effective scheduling of the administration team.
GDPR Compliance: Support the GDPR Lead, ensuring that all patient data is handled in compliance with relevant legislation and practice policies.
Process Improvement: Support the potential future implementation of new patient management systems to streamline patient care pathways.
Person Specification
Experience Essential
Please see attached job description/person specification.
Desirable
Please see attached job description/person specification.
Qualifications Essential
Please see attached job description/person specification.
Desirable
Please see attached job description/person specification.
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Sid Valley Practice
Address Beacon Medical Centre
Sedemuda Road
Sidmouth
Devon
EX10 9YA
United Kingdom
Employer's website https://www.sidvalleypractice.nhs.uk/ (Opens in a new tab)