Job Summary
We are looking for a motivated and experienced Patient Services Team Leader to join our friendly and supportive team at Ibstock & Barlestone Surgeries. This is an excellent opportunity for an individual with proven leadership experience who is passionate about delivering outstanding patient care and supporting staff to perform at their best.
Key Responsibilities
* Lead, support, and supervise the Patient Services Team.
* Ensure smooth day‑to‑day running of front‑line patient services.
* Monitor and maintain high standards of patient care and customer service.
* Support staff performance, wellbeing, and development.
* Assist with recruitment, induction, training, and onboarding of new team members.
* Manage staff rotas and support appropriate staffing levels.
* Handle patient concerns and complaints professionally and effectively.
* Work closely with the Practice Manager and clinical teams to improve services and patient experience.
* Ensure compliance with practice policies, procedures and confidentiality requirements.
Essential Requirements
* Previous experience in a team leadership or supervisory role.
* Strong people management and communication skills.
* Ability to motivate, support and develop team members.
* Excellent organisational skills and attention to detail.
* Experience working in a customer‑facing environment.
* Ability to manage competing priorities and work under pressure.
* Good IT skills and confidence using digital systems.
Desirable Requirements
* Experience working within a GP practice, primary care, NHS or healthcare setting.
* Knowledge of clinical systems such as SystmOne.
* Experience managing performance, absence or team development initiatives.
About Us
We are a busy teaching and training practice with approximately 12,000 patients. Our multidisciplinary team includes GP Partners, salaried GPs, Emergency Care Practitioners, Nurse Practitioners, Healthcare Assistants, Pharmacists and a dispensary team, all supported by the Patient Services Team.
Training and Development
* Leadership and management development.
* Coaching and mentoring skills training.
* Conflict resolution and communication workshops.
* Key NHS and primary care learning opportunities.
* Continuous professional development support.
Qualifications
* Educated to GCSE level or equivalent.
* GCSE Mathematics & English (C or 5 or above).
* NVQ Level 2 in Health and Social Care.
Experience
* Experience of working with the general public.
* Experience of working in a customer‑facing role.
* Experience of administrative duties.
* Experience in a supervisory or similar role.
* Experience of working in a GP practice or health care setting.
Personal Attributes
* Polite and confident.
* Flexible and cooperative.
* Has a can‑do attitude.
* Reliable and trustworthy.
* Motivated.
* Forward thinker.
* High levels of integrity and loyalty.
* Ability to understand the need for confidentiality.
* Sensitive and empathetic in distressing situations.
* Ability to deal with difficult people and situations.
* Ability to work under pressure.
Skills
* Excellent communication skills (written and oral).
* Strong IT skills.
* Clear, polite telephone manner.
* Competent in the use of Microsoft Office and Outlook.
* Effective time management (planning & organising).
* Ability to work as a member of a team and independently.
* Good interpersonal skills.
* Problem solving and analytical skills.
* Ability to follow policy and procedure.
* Skills and knowledge of SystmOne.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure and Barring Service (formerly CRB) check will be required to check for any previous criminal convictions.
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