Spire Bristol Hospital is currently looking to recruit for an Reception Team Lead to join the team on a full time and permanent basis. This is a fantastic opportunity to join a dynamic team and have a great impact. Contract type: Permanent, Full time Working hours: Working hours: Working on a rota over 5 days, typically Monday to Friday. Potential for very occasional weekend work. Shifts will start from 6.30am and latest finish 8pm. So may may include 6.30am to 2.30pm, 7.30am to 3.30pm and 12 noon to 8pm. Duties & Responsibilities (not limited to): Working varied reception shifts in a hands- on capacity, supporting and overseeing the team Promotion of Spire’s Purpose, vision, mission, values and behaviours Managing time cards, sickness, annual leave, and other absence whilst ensuring optimum cover at all times. Preparation of rotas, flexing staff in line with business requirements and within budgetary targets. Setting annual EE objectives for each team member, holding and documenting regular 1:1 meetings as well as team briefs Actively involved in recruitment, training and induction Achieving KPI targets as set by central Spire To carry out departmental audits and ensure compliance, including DSE, Health and safety and staff mandatory training. To undertake Datix incident investigations To represent the department at various meetings, including Patient Experience, driving improvements and implementing change Actively participating in the promotion of good communication and liaison with other hospital departments. Undertake all work in accordance with company hospital policies and procedures. Ensuring familiarity with the Health and Safety at Work Act, including manual handling and fire procedures. To maintain confidentiality of all information in line with GDPR regulations with regard to patients, consultants and staff To ensure the reception environment projects a professional, smart image at all times including staff adherence to hospital uniform policy To try to resolve any patient complaints relating to the reception service in the first instance or to escalate via the appropriate channel. What do you need to have? Educated to Higher Education level Excellent numeracy, literacy and IT Skills Minimum 2 years leadership experience in a highly customer service focussed role Proven people management experience within a medium sized team Excellent organisation and communication skills Outstanding customer care skills with the ability to handle difficult situations Emotional resilience, able to hold difficult conversations The ability to manage change Someone who can drive customer service Benefits We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to: 35 days annual leave inclusive of bank holidays Employer and employee contributory pension with flexible retirement options Spire for you reward platform - discount and cashback for over 1000 retailers Private medical insurance Subsidised Meals Life assurance Free DBS Free Car park Our Values We are extremely proud of our heritage in private healthcare and of our values as an organisation: Driving clinical excellence Doing the right thing Caring is our passion Keeping it simple Delivering on our promises Succeeding and celebrating together Our people are our difference; its their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart. We commit to our employees well-being through work life balance, on-going development, support and reward. Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 38 hospitals and 50 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care. For us, its more than just treating patients; its about looking after people. Closing date: In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.