Manage and direct staff working as Practice Service Professionals in reception, front of house and back office. Play a key role in the practice management team dealing dynamically with patient enquiries and complaints in the reception area. Managing the balance of staff between the various reception functions. Act as a primary point of contact in reception for clinicians. Ensure that the primary objective of providing excellent levels of patient service permeates the whole team. Ensure staffing levels are maintained and provide adequate supervision for reception staff and support training. Support staff in difficult patient situations. Attend training courses and participate in educational and learning activities. Support practice policies and protocols including Health and Safety. Completion of staff 1:1s and annual reviews. Completion of KPI audits for your team. Ongoing supervision of call monitoring system including producing MI reports. Management and ownership of HR issues. Complaints management. Support the Practice Manager with any escalated HR issues for your team. Real time updates of appointment system for PHCPs Support the Practice Management Team with the ongoing values of the practice. Administration tasks associated with role delegated by Practice Management Team.