Job summary
The Administrative Team Leader is responsible for the day-to-day supervision and development of the administrative team within the Practice. This role ensures high-quality, patient-focused service delivery and supports clinical teams through effective management of administrative workflows, compliance, and communication.
Main duties of the job
* Daily supervision of admin staff, including rotas and workload allocation.
* Supporting the Practice Manager in developing and maintaining administrative systems.
* Ensuring high standards of service at patient facing and back office levels.
* Leading by example to create a positive and efficient team environment.
About us
Puddletown Surgery is a friendly rural GP practice. Due to retirement, we are seeking an experienced and motivated Administrative Team Lead to oversee our administrative and reception team. This role is vital to maintaining the smooth operation of our Practice and delivering excellent patient care.
Details Date posted
18 June 2025
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Part-time
Reference number
A1089-25-0001
Job locations
Athelhampton Road
Puddletown
Dorchester
Dorset
DT2 8FY
Job description Job responsibilities
Job Summary
The Administrative Team Leader is responsible for the day-to-day supervision and development of the administrative team within the Practice. This role ensures high-quality, patient-focused service delivery and supports clinical teams through effective management of administrative workflows, compliance, and communication.
Key Responsibilities:
1. Team Leadership & Management
Lead and supervise the admin/reception team, ensuring tasks are completed efficiently and accurately
To work collaboratively to support the Partners, Practice Manager and wider team to ensure effective delivery of the admin service
Provide guidance, support, and motivation to team members, fostering a positive and collaborative work environment
Organise staff rotas and arrange cover for peak times, absences and annual leave
Provide regular 1:1s, team meetings, and performance feedback, aligning with the Practice Continuous Performance management process to improve individual and team outcomes
Support induction and training of new staff and oversee ongoing development.
2. Administrative Operations
Oversee key admin processes and patient administration
Maintain consistent service quality across the department
Ensure all correspondence is consistently and accurately processed.
Complete monthly recalls to support the nurse team
Prioritise the demands of the service, managing frequent disruptions and conflicting priorities.
Taking responsibility for the process of dealing with insurance forms and medical reports, according to the agreed protocols
Liaising with secondary care over patient matters such as appointments and referrals
Auditing 2WW referrals and updating C the Signs, according to the agreed protocols
3. Communication
Communicate policy updates, process changes and key messages to the admin team affectively
Manage escalated patient concerns or complaints in a calm and professional manner
Maintain clear and effective communication across all teams
Encourage open respectful communication within the admin team and foster a collaborative team culture
4. Compliance & Governance
Ensure admin processes align with NHS and local Practice policies
Oversee the maintenance of patient records and ensure that they are accurate, secure and compliant with data protection
Support with audits, QOF, and CQC compliance
Ensure continued improvement of the office systems and procedures providing a consistent, efficient, and effective service
Ensure all information held is kept up to date and relevant
5. Systems & IT Oversight
Support the use and maintenance of clinical systems (SystmOne)
Support the management of staff access levels and with template updates
Identify and report IT issues, liaising with support services when necessary
6. Supporting Practice Management
Provide administrative support to the Practice Manager as required
Contribute to operational planning and service improvement initiatives
Support the development and implementation of projects, assisting with planning and execution
7. Personal Development
Participate in relevant training programs
Complete all mandatory and agreed training
Actively engage in the Practice Continuous Performance Management process
8. Additional administrative responsibilities
Maintain and manage databases, collecting and analysing data, and preparing reports
Maintain Cervical Smear screening recalls, results and ceasing
Monitor and maintain a healthy, safe, and secure workplace
Deliver a high standard of patient care leading the admin team to work collaboratively to meet the needs of patients
Organising and booking GP locum services to ensure continuous cover and service provision
Off duty preparation for nurse team and once complete, adding rotas to clinical system
Job description Job responsibilities
Job Summary
The Administrative Team Leader is responsible for the day-to-day supervision and development of the administrative team within the Practice. This role ensures high-quality, patient-focused service delivery and supports clinical teams through effective management of administrative workflows, compliance, and communication.
Key Responsibilities:
1. Team Leadership & Management
Lead and supervise the admin/reception team, ensuring tasks are completed efficiently and accurately
To work collaboratively to support the Partners, Practice Manager and wider team to ensure effective delivery of the admin service
Provide guidance, support, and motivation to team members, fostering a positive and collaborative work environment
Organise staff rotas and arrange cover for peak times, absences and annual leave
Provide regular 1:1s, team meetings, and performance feedback, aligning with the Practice Continuous Performance management process to improve individual and team outcomes
Support induction and training of new staff and oversee ongoing development.
2. Administrative Operations
Oversee key admin processes and patient administration
Maintain consistent service quality across the department
Ensure all correspondence is consistently and accurately processed.
Complete monthly recalls to support the nurse team
Prioritise the demands of the service, managing frequent disruptions and conflicting priorities.
Taking responsibility for the process of dealing with insurance forms and medical reports, according to the agreed protocols
Liaising with secondary care over patient matters such as appointments and referrals
Auditing 2WW referrals and updating C the Signs, according to the agreed protocols
3. Communication
Communicate policy updates, process changes and key messages to the admin team affectively
Manage escalated patient concerns or complaints in a calm and professional manner
Maintain clear and effective communication across all teams
Encourage open respectful communication within the admin team and foster a collaborative team culture
4. Compliance & Governance
Ensure admin processes align with NHS and local Practice policies
Oversee the maintenance of patient records and ensure that they are accurate, secure and compliant with data protection
Support with audits, QOF, and CQC compliance
Ensure continued improvement of the office systems and procedures providing a consistent, efficient, and effective service
Ensure all information held is kept up to date and relevant
5. Systems & IT Oversight
Support the use and maintenance of clinical systems (SystmOne)
Support the management of staff access levels and with template updates
Identify and report IT issues, liaising with support services when necessary
6. Supporting Practice Management
Provide administrative support to the Practice Manager as required
Contribute to operational planning and service improvement initiatives
Support the development and implementation of projects, assisting with planning and execution
7. Personal Development
Participate in relevant training programs
Complete all mandatory and agreed training
Actively engage in the Practice Continuous Performance Management process
8. Additional administrative responsibilities
Maintain and manage databases, collecting and analysing data, and preparing reports
Maintain Cervical Smear screening recalls, results and ceasing
Monitor and maintain a healthy, safe, and secure workplace
Deliver a high standard of patient care leading the admin team to work collaboratively to meet the needs of patients
Organising and booking GP locum services to ensure continuous cover and service provision
Off duty preparation for nurse team and once complete, adding rotas to clinical system
Person Specification Experience Essential
* Supervisory experience in an admin team
* Experience of using own initiative/multitasking
* Experience of providing excellent customer service
Desirable
* Experience of working within a General Practice or NHS environment
Knowledge Desirable
* An understanding of a General Practice Reception environment
* Knowledge and/or experience of SystmOne
Qualifications Essential
* GCSE Grade C or above (or equivalent) in English and Maths
Desirable
* NVQ 3 in Business Administration or Customer Services
Behaviours Essential
* Ability to perform under pressure and remain calm and professional
* Lead by example
* Adaptable and open to change
* Team player with strong collaborative approach
* Self-motivated and resourceful
* Willingness to work flexible hours as required
* Maintains strict confidentiality and demonstrates integrity
Skills Essential
* Excellent written and verbal communication skills
* Strong IT literacy and confidence using office systems
* Ability to prioritise, organise and delegate tasks effectively
* Good time management and ability to meet deadlines
* Skilled in/experience of negotiation and conflict resolution
* Creative problem-solving and sound decision making abilities
* Ability to motivate, develop and manage team performance
Attributes Essential
* Willingness to learn and recognise own limitations
* Approachable with a good sense of humour
* Ability to communicate clearly and confidently at all levels
* Enthusiastic, honest, empathetic and dependent
* Patient, tolerant, tactful, and discreet
Person Specification Experience Essential
* Supervisory experience in an admin team
* Experience of using own initiative/multitasking
* Experience of providing excellent customer service
Desirable
* Experience of working within a General Practice or NHS environment
Knowledge Desirable
* An understanding of a General Practice Reception environment
* Knowledge and/or experience of SystmOne
Qualifications Essential
* GCSE Grade C or above (or equivalent) in English and Maths
Desirable
* NVQ 3 in Business Administration or Customer Services
Behaviours Essential
* Ability to perform under pressure and remain calm and professional
* Lead by example
* Adaptable and open to change
* Team player with strong collaborative approach
* Self-motivated and resourceful
* Willingness to work flexible hours as required
* Maintains strict confidentiality and demonstrates integrity
Skills Essential
* Excellent written and verbal communication skills
* Strong IT literacy and confidence using office systems
* Ability to prioritise, organise and delegate tasks effectively
* Good time management and ability to meet deadlines
* Skilled in/experience of negotiation and conflict resolution
* Creative problem-solving and sound decision making abilities
* Ability to motivate, develop and manage team performance
Attributes Essential
* Willingness to learn and recognise own limitations
* Approachable with a good sense of humour
* Ability to communicate clearly and confidently at all levels
* Enthusiastic, honest, empathetic and dependent
* Patient, tolerant, tactful, and discreet
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
Puddletown Surgery
Address
Athelhampton Road
Puddletown
Dorchester
Dorset
DT2 8FY
Employer's website
https://www.puddletownsurgery.co.uk/ (Opens in a new tab)
Employer details Employer name
Puddletown Surgery
Address
Athelhampton Road
Puddletown
Dorchester
Dorset
DT2 8FY
Employer's website
https://www.puddletownsurgery.co.uk/ (Opens in a new tab)
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