About this role
Job summary
We are looking to recruit a Reception Shift Leader to join our busy North London Practice. The ideal candidate will have initiative, enthusiasm, excellent communication skills and empathy with patients and colleagues. You will be well organised, reliable and have a flexible approach to team work.
The successful applicant will act as the first point of call for questions and issues within reception and admin teams. As the named lead for a shift the post holder will provide leadership, supervision and guidance for the team in order to help the practice deliver a caring and efficient service for our patients.
** Interviews will be held Face to Face on 1st October 2026**
Main duties of the job
Provide supervision and guidance for the reception and administration team Act as the communication link between the management team and reception staff Support the Practice Manager, Deputy Practice Managers and Reception Manager with continuous improvement change initiatives. Ensure that the reception team receive, assist and direct patients in accessing the appropriate service or healthcare professional in a caring, courteous and effective way Lead the team though positive role-modelling and example Ensure the implementation of practice procedures and policies Ensure all daily duties are completed before end of day Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors Assist the practice in achieving target based functions such as Quality and Outcomes Framework or Locally Commissioned Services Maintain a safe efficient working environment, have a thorough knowledge of practice procedures and ensure the reception team works in accordance with protocols Resolve queries/problems from patients Plan the reception rota together with the Reception Manager, ensuring there is adequate cover at all times, including during periods of staff absence and to accommodate lunch and staff breaks Quickly resolve any IT issues including issues with printers, EMIS system, calling board and check in machine Train new and existing staff to ensure they are able to undertake their role
About us
Morris House is situated in Tottenham in a large, modern and airy purpose-built Medical Centre, which we share with district nurses, community physiotherapists, podiatrists, psychologists, tissue-viability nurses and a sexual health clinic. Our list size is about 15,000 patients. It is a diverse area and a cultural melting-pot.
Our practice has a very strong teaching ethos. We train GP registrars, medical students, physician associates and foundation year 2 doctors among others. We have close links with Kings Medical School and the St Georges Physician Associate teaching programme. We provide training to GP trainees from the Enfield and Haringey VTS and Foundation Year 2 doctors from the North Middlesex Hospital rotation programme.
We perform the full range of clinical roles that you would expect in primary care. In addition, we offer high-level minor surgery and specialist tongue tie release services. We have diabetes, learning disability and spirometry clinics. We offer a range of face-to-face and telephone appointments.
We are a friendly and interactive practice. We support our staff with study leave allowance, study leave funding, regular meetings, morning coffee, teaching and social events. We conduct regular satisfaction surveys.
We are active in supporting the professional development and personal interests of our team and where appropriate ongoing study or courses will be supported, offering a lot of opportunities to develop your customer service skills
Job description Job responsibilities
Job Responsibilities:
Provide supervision and guidance for the reception and administration team Act as the communication link between the management team and reception staff Support the Practice Manager, Deputy Practice Managers and Reception Manager with continuous improvement change initiatives. Ensure that the reception team receive, assist and direct patients in accessing the appropriate service or healthcare professional in a caring, courteous and effective way Lead the team though positive role-modelling and example Ensure the implementation of practice procedures and policies Ensure all daily duties are completed before end of day Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors Assist the practice in achieving target based functions such as Quality and Outcomes Framework or Locally Commissioned Services Maintain a safe efficient working environment, have a thorough knowledge of practice procedures and ensure the reception team works in accordance with protocols Resolve queries/problems from patients Plan the reception rota together with the Reception Manager, ensuring there is adequate cover at all times, including during periods of staff absence and to accommodate lunch and staff breaks Quickly resolve any IT issues including issues with printers, EMIS system, calling board and check in machine Train new and existing staff to ensure they are able to undertake their role Services
Maintain effective communication with the Practice Management Team
Develop and assist in the development of protocols, standard procedures and performance standards
General
Deal with general administrative issues
Attend regular and ad hoc staff meetings as required
Undertake other relevant duties assigned by the Practice Management Team from time to time, in order to ensure the smooth running of the practice
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health and Safety
Under the Health and Safety at Work Act 1974, as an employee, you must take reasonable care for the health and safety of yourself and for other persons who may be affected by your acts or omissions at work. The Act also states that you must not intentionally or recklessly interfere with or misuse anything provided in the interests of health, safety and welfare.
You will assist in promoting and maintaining your own and others health, safety and security as set out in applicable Practice polices and protocols. This will include:
Using personal security systems within the workplace as directed
Identifying risks involved in work activities and managing those risks
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
Reporting health and safety hazards and infection hazards immediately when recognised
Keeping own work areas and general / patient areas clean and assisting in the maintenance of general standards of cleanliness
Equality and Diversity
The practice is committed to developing, supporting and sustaining a diverse workforce, representative of the community it serves, through the creation of a work environment where staff are able to do their jobs to the best of their abilities without discrimination or harassment. The post-holder has a responsibility to ensure that they understand the standards we expect and to promote and adhere to the policies and measures adopted by the practice.
The post-holder will support the equality, diversity and rights of patients, carers and colleagues by:
Acting in a way that recognizes the importance of peoples rights and that is consistent with practice policies and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
Behaving in a welcoming manner which is non-judgmental and respects the circumstances, feelings priorities and rights of others
Vulnerable Adults, Children & Young People
All members of staff have a duty to safeguard and promote the welfare of vulnerable adults, children and young people in all relevant areas of their work. This will include timely attendance at relevant training events and compliance with practice procedures.
Personal/Professional Development
The post-holder will participate in any training or development programme implemented by the practice as part of your employment. This will include:
Participating in an annual individual development and performance review, including taking responsibility for maintaining a record of your own personal and/or professional development
Taking responsibility for your own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Keeping abreast of legislative changes and guidance relating to your role
Quality
The post-holder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk
Assess your own performance and take accountability for your own actions, either directly or under supervision
Contribute to the effectiveness of the team by reflecting on your own and team activities and making suggestions on ways to improve and enhance the teams performance
Work effectively with individuals in other agencies to meet patients needs
Effectively manage your own time, workload and resources
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognize peoples needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services
The post-holder will:
Apply Practice policies, standards and guidance
Discuss with other members of the team how the policies, standards and guidelines will affect own work
Participate in audit where appropriate
Person Specification
Skills Essential
Ability to co-ordinate and lead a team to achieve goals Exemplary communication skills with patients Clear and professional written communication skills Ability to de-escalate situations and manage critical situations Ability to train and teach other staff Knowledge of internal processes and procedures Ability to meet tight deadlines and keep up with change Organisational and logistical skills
Qualifications Essential
GCSE or equivalent (required)
Experience Essential
Abiliity to use EMIS Ability to meet tight deadlines and keep up with change
Desirable
Ability to solve IT and technical issues independently
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 Morris House Group Practice
Address 239 Lordship Lane
London
N17 6AA
United Kingdom
Employer's website https://www.mhgp.co.uk (Opens in a new tab)