About this role
Job summary
We are seeking a proactive and experienced Reception Manager to join our busy GP surgery. This is a key leadership role responsible for overseeing the day-to-day running of the reception team, ensuring the delivery of a high-quality, patient-focused service in line with NHS and CQC standards. The successful candidate will act as the first point of escalation for patient queries and complaints, provide strong team leadership, manage staffing and rotas, and support wider administrative functions within the practice.
Main duties of the job
Act as the first point of escalation for patient queries, concerns, and complaints, resolving issues promptly and professionally in line with practice procedures
Lead, support, and motivate the reception team to deliver an efficient, friendly, and patient-centred service
Manage and maintain staff rotas to ensure adequate reception cover at all times
Monitor and manage reception staff sickness and absence in accordance with practice policies, maintaining accurate records
Arrange appropriate cover for staff absence (sickness and annual leave) to ensure continuity of service
Support performance management processes, including appraisals, one-to-ones, and staff development
Oversee the day-to-day running of reception, including appointments, patient flow, and telephone systems
Ensure effective communication between reception, clinical staff, and the wider team
Promote excellent customer service and continuous improvement aligned with CQC standards and patient expectations
Undertake and oversee a range of administrative duties, including patient record management, document handling, and data entry
Use clinical systems (including EMIS Web) effectively to support patient services and administrative processes
Provide flexible administrative and operational support to the Practice Manager and wider team as required
About us
Testvale Surgery is a well-established, friendly GP practice committed to delivering high-quality care to our patient population. We are proud of our supportive and inclusive working environment, where staff wellbeing, teamwork, and professional development are a priority.Testvale Surgery comprises six GP Partners, five associate doctors and an Advanced Nurse Practitioner as well as our dedicated nursing team comprising three practice nurses, two HCAs and two Phlebotomists providing high quality care for our patients in Totton.
We actively encourage learning and development and provide opportunities for staff to expand their skills and progress within their roles. You will be joining a dedicated and collaborative team who are committed to delivering safe, responsive, and patient-focused care in line with NHS and CQC standards.
We offer:
A supportive and approachable management teamOpportunities for training and career developmentA positive team culture with a strong emphasis on staff wellbeingThe opportunity to make a meaningful difference to patient care within the local community
We are located on the edge of the New Forest and in close proximity to the coast and the City of Southampton. There are excellent transport links to surrounding areas and easy access to airports, train stations and motorways with existing staff commuting from Winchester, Salisbury and Bournemouth.
Job description Job responsibilities
Job DescriptionWe are seeking a proactive and experienced Reception Lead to join our busy GP surgery. This is a key leadership role responsible for overseeing the day-to-day running of the reception function, ensuring the delivery of a high-quality, efficient, and patient-centred service.
The successful candidate will act as the first point of escalation for patient queries, concerns, and complaints, demonstrating excellent communication and problem-solving skills. You will provide leadership to the reception team, manage staffing and rotas, and support wider administrative functions within the practice.
This is an excellent opportunity for an experienced receptionist or team leader looking to progress within primary care.
Main duties of the jobAct as the first point of escalation for patient queries, concerns, and complaints, resolving where appropriate before escalation to the Practice ManagerLead, support, and motivate the reception team to deliver a professional, efficient, and patient-focused serviceManage and maintain staff rotas to ensure adequate reception cover at all timesMonitor and manage reception staff sickness and absence in line with practice policiesArrange appropriate cover for staff absence, including sickness and annual leaveSupport performance management processes, including appraisals, one-to-one meetings, and staff developmentOversee the day-to-day running of reception, including appointment management, patient flow, and telephone systemsEnsure effective communication between reception, clinical staff, and the wider teamPromote excellent customer service and continuous improvement in line with CQC standardsUndertake and oversee administrative duties including patient record management, document workflow, and data entryUse EMIS Web and other clinical systems effectively to support service deliveryProvide administrative and operational support to the Practice Manager as required
Person Specification
Qualifications Essential
Previous experience working within a GP practice or primary care setting Experience in a supervisory or team leadership role Experience of handling patient queries, complaints, and difficult situations Skills & Knowledge Strong understanding of GP reception processes and patient services Working knowledge of EMIS Web clinical system Excellent communication and interpersonal skills Ability to lead, motivate, and support a team Strong organisational skills with the ability to prioritise workload Ability to manage rotas and respond to changing service demands Good IT skills, including Microsoft Office Personal Qualities Professional, approachable, and empathetic manner Resilient and calm under pressure High level of confidentiality and integrity Proactive and solution-focused
Desirable
Experience managing staff rotas and sickness absence Knowledge of NHS policies, procedures, and CQC standards Experience supporting staff appraisals and performance management Familiarity with additional GP systems (e.g. AccuRx, Docman)
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 Testvale Surgery
Address 12 Salisbury Road
Totton
Southampton
SO40 3PY
United Kingdom
Employer's website http://www.testvalesurgery.com/ (Opens in a new tab)