Overview
The team leader plays a crucial role in ensuring the smooth and efficient operation of the reception area. The individual will be responsible for the efficient management and direction of the reception team, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the practice. The ideal candidate will have excellent IT skills, manage patient interactions and maintain a welcoming and professional environment for all our patients and visitors. The team leader is responsible for ensuring that all admin tasks are completed accurately and in a timely manner, contributing to the overall effectiveness of the practice, supporting the practice management team in creating a positive, collaborative culture within the team, ensuring the team embraces change and continuous learning and development. There will be other duties as directed by the practice management team. The individual will also be required to work as part of the core reception team, to provide a point of contact for patients and to facilitate effective communication between patients and the Primary Care Health team, promoting a positive image of the practice to its patients and other service users.
Responsibilities
* 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.
About us
Consett Medical Centre is a large practice consisting of 7 GP partners and 4 salaried GP's supported by an extended team, providing care to approximately 17,500 patients in Consett and surrounding areas. Our premises are a purpose built Medical Centre. We are a Training Practice and regularly have GP Registrars attached. Fully computerised Computers are used extensively during consultation and as a management tool. We are a progressive practice, fully staffed, offering a wide range of service, committed to providing high quality healthcare.
Details
Date posted: 11 September 2025
Pay scheme: Other
Salary: Depending on experience
Contract: Permanent
Working pattern: Full-time
Reference number: A1368-25-0003
Job locations: Station Yard, Consett, County Durham, DH8 5YA
Job description and responsibilities
* 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.
Person Specification
Qualifications
* Essential: Good standard of general education and vocational qualifications.
* Desirable: Knowledge of medical terminology/drug literate, Experience of working within the NHS/Public sector, Experience of SystmOne.
Experience
* Essential: Proven track record of managing a team, strong management or supervisory skills, ability to deal courteously and efficiently with members of the public and a wide range of professional staff, genuinely passionate about patient/customer care, flexible under pressure, experience in changing environments, ability to communicate with staff at all levels, ability to organise and prioritise workload, excellent IT skills including Word/Excel/Outlook/Teams.
* Desirable: Experience of SystmOne, NHS/Public sector experience, knowledge of medical terminology/drug literate.
Disclosure and DBS
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a submission for Disclosure to the Disclosure and Barring Service (formerly CRB) will be required to check for any previous criminal convictions.
Employer details
Consett Medical Centre
Address: Station Yard, Consett, County Durham, DH8 5YA
Website: https://www.consettmedicalcentre.co.uk/
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