Job Summary
The Reception Team Lead plays a pivotal role in ensuring the smooth operation of the front desk services. They manage a team of 18 receptionists, oversee daily administrative functions, and provide high-quality patient interactions. The role requires strong leadership, excellent organisational skills, and the ability to troubleshoot procedural and IT questions.
Key Responsibilities
* Supervise and support a team of 18 front‑desk staff, ensuring workflow efficiency and adherence to protocols.
* Coordinate, approve, and record staff leave; arrange cover and maintain adequate capacity.
* Lead staff inductions, organise training sessions, and conduct annual appraisals.
* Address performance issues and implement disciplinary actions in line with HR policy.
* Provide operational and IT troubleshooting support and maintain reception procedures.
* Liaise with medical students and partner practices for programme coordination.
* Assist with premises and workstation maintenance.
* Provide reception cover for capacity or unexpected issues.
* Plan, manage and deliver project work such as training programmes or policy roll‑outs.
* Organise and chair regular reception team meetings; promote team cohesion.
* Act as liaison between reception, clinical and administrative teams.
* Handle complex patient enquiries and complaints.
* Assist with appointment scheduling and optimise clinical staff utilisation.
* Maintain accurate documentation and repository of procedures and policies.
* Assist nursing administration with recall and compliance tasks.
* Oversee EMIS workflow distribution processes.
Qualifications
Essential
* Experience working with patients in an NHS setting.
* Ability to educate and collaborate with colleagues.
* Strong understanding of IT, including Office 365.
* Knowledge of CQC compliance.
* Self‑starting attitude.
Desirable
* Experience working in a GP practice.
* Experience with EMIS Web and triage software (e.g. Accurx, Anima, RapidHealth).
Job Details
Salary: Band 5 Equivalent, depending on experience.
Contract: Permanent.
Working pattern: Full‑time or part‑time.
Location: 22 Church Street, Weybridge, KT13 8DW.
Posted date: 24 October 2025.
Reference number: A1404‑REC‑LEAD.
Employer
Phoenix Family Practice – a GP practice serving Weybridge, Addlestone and Hersham. Website: https://www.phoenixfamilypractice.nhs.uk/
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