About this role
Job summary
We are seeking an experienced and motivated Reception Team Lead to supervise and support our reception teams across both surgery sites. Working closely with the Operations Manager, you will ensure the smooth and efficient running of reception services while maintaining the highest standards of patient care and customer service.
This role is ideal for an individual with previous supervisory experience within a GP practice who can lead by example, support staff development, manage competing priorities and contribute to the continuous improvement of reception services.
Main duties of the job
The Reception Team Lead will provide day-to-day supervision and operational leadership of the reception teams across Almondsbury & Pilning Surgeries, ensuring a high-quality, patient-focused service is delivered at all times. Working closely with the Operations Manager, you will support the effective running of reception services, monitor workloads and workflows, and ensure enquiries are handled efficiently, professionally and in line with practice procedures.
The role includes overseeing reception staffing levels, producing and maintaining staff rotas, monitoring sickness and absence, supporting recruitment and induction, and identifying training and development needs. The post holder will conduct regular one-to-one meetings, contribute to appraisals and support staff performance management.
The Reception Team Lead will act as a key point of support for the reception team, providing guidance, resolving problems, managing patient concerns and complaints, and promoting excellent customer service standards. They will ensure workstreams such as telephone calls, online consultations, emails and clinical administration tasks are appropriately monitored and completed.
The successful candidate will lead by example, contribute to service improvements, organise team meetings, maintain accurate records and provide reception cover when required. Flexibility is essential, as the role requires adapting to the changing needs of the practice ensuring continuity of service across sites.
About us
Hanham Health is a large, forward-thinking GP practice in South Gloucestershire this role is based at both our Pilning and Almondsbury Surgeries. We offer a high standard of service to our patients and embrace different ways of working and new initiatives.
We are committed to providing high-quality, patient-centred healthcare services to our local communities. We pride ourselves on delivering excellent customer service and fostering a supportive working environment where staff development and teamwork are valued.
The successful candidate will join a friendly and dedicated team and play a key role in ensuring patients receive a positive experience when accessing our services.
Job description Job responsibilities
Job Purpose
The Reception Team Lead is responsible for providing operational leadership and day-to-day supervision of the reception teams across Almondsbury and Pilning Surgeries. Working closely with the Operations Manager, the post holder will ensure the delivery of an efficient, professional and patient-focused reception service that supports the smooth running of the practice.
The Reception Team Lead will act as a role model for the reception team, promoting high standards of customer service, professionalism and teamwork. They will support staff development, monitor performance, manage workloads and contribute to the continuous improvement of reception processes and patient experience.
This is a hands-on leadership role that combines supervisory responsibilities with direct involvement in reception duties to ensure service continuity and operational excellence.
Key Responsibilities
Team Leadership and Supervision
Provide day-to-day leadership and support to reception staff across both surgery sites.Act as the first point of contact for reception team queries and operational issues.Promote a positive, supportive and productive team culture.Lead by example and demonstrate professional standards at all times.Support the development of team members through coaching, mentoring and regular feedback.Conduct regular one-to-one meetings with reception staff and maintain accurate records.Assist the Operations Manager with annual appraisals and performance reviews.Support performance management processes where required.Encourage staff to work proactively, solve problems independently and contribute ideas for service improvement.Service Delivery
Ensure reception services are delivered efficiently, effectively and in accordance with practice policies and procedures.Monitor daily workloads and allocate work appropriately across the reception team.Ensure all patient enquiries are managed in a timely, professional and courteous manner.Support reception staff in resolving complex enquiries and difficult situations.Monitor patient access channels including telephones, online consultation systems, emails, website enquiries and administrative workstreams.Ensure service standards are maintained during periods of high demand.Work collaboratively with clinicians and administrative teams to support effective patient care.Patient Experience and Customer Service
Ensure patients receive a high standard of customer service at all times.Support the management of patient concerns, complaints and feedback.Assist in the investigation and resolution of patient issues where appropriate.Promote a culture of empathy, professionalism and patient-centred care.Identify opportunities to improve patient experience and access to services.Staffing and Workforce Planning
Produce and maintain reception staff rotas to ensure adequate staffing levels across both sites.Monitor staffing requirements and identify any gaps in cover.Escalate staffing concerns to the Operations Manager in a timely manner.Support the coordination of annual leave, sickness absence and planned staff training.Monitor and record reception staff absences using RotaMaster or other designated systems.Assist in recruitment activities as required.Training and Development
Coordinate and deliver induction programmes for new reception staff.Ensure new team members receive appropriate support and training.Identify learning and development requirements within the team.Monitor compliance with statutory and mandatory training requirements.Ensure all reception staff complete required training within agreed timescales.Support continuous professional development and encourage knowledge sharing.Meetings and Communication
Organise and lead monthly reception team meetings.Prepare agendas and circulate relevant documentation in advance.Record, distribute and maintain meeting notes and action logs.Attend practice meetings, training events and other meetings as required.Ensure information is communicated effectively to all reception staff.Promote effective communication between departments and sites.Operational Responsibilities
Oversee reception workflows and ensure tasks are completed appropriately.Monitor and manage administrative workstreams including EMIS tasks, online consultations and correspondence.Ensure reception procedures are followed consistently.Identify and implement improvements to reception processes and systems.Ensure reception areas remain organised, professional and welcoming.Monitor stock levels and arrange replenishment of supplies where required.Support business continuity arrangements when necessary.Reception Duties
The Reception Team Lead will be expected to undertake reception duties as part of their role, including:Greeting patients and visitors.Managing front desk activities.Answering telephone calls.Booking, cancelling and amending appointments.Processing patient requests and enquiries.Managing correspondence and administrative tasks.Supporting the efficient operation of daily reception services.Professional Responsibilities
Maintain patient confidentiality at all times.Adhere to data protection legislation and information governance requirements.Work in accordance with practice policies, procedures and standards.Demonstrate professionalism, integrity and accountability in all aspects of the role.Ensure compliance with health and safety requirements.Participate in training and development activities relevant to the role.Maintain constructive working relationships with colleagues and external organisations.General
This job description is intended as a guide to the main responsibilities of the post and is not an exhaustive list of duties. The post holder may be required to undertake other reasonable duties commensurate with the level of the role to support the needs of the practice.
The successful candidate will be expected to work flexibly across both Almondsbury and Pilning Surgeries and adapt to changing operational requirements to ensure the continued delivery of high-quality services to patients.
Person Specification
Qualifications Essential
Educated to GCSE level or equivalent. GCSE English and Mathematics Grade C/4 or above (or equivalent).
Desirable
Relevant supervisory or management qualification.
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 Hanham Health
Address Almondsbury Surgery
Sundays Hill
Bristol
BS32 4DS
United Kingdom
Employer's website https://www.hanhamhealth.co.uk (Opens in a new tab)