We are seeking an enthusiastic, motivated, and experienced Reception Team Leader to join our busy and patient-focused NHS GP Practice. This is an exciting opportunity for an individual with strong leadership and organisational skills to play a key role in supporting the smooth day-to-day running of our Reception and Patient Services team.
As Reception Team Leader, you will be responsible for supporting and supervising the reception team to ensure patients receive a professional, efficient, and compassionate service at all times. You will work closely with the Practice Management team and clinicians to help maintain high standards of patient care, improve patient experience, and ensure the effective delivery of front-line services within a fast-paced Primary Care environment.
We are looking for someone who is approachable, proactive, and able to lead by example. The ideal candidate will have previous experience within a GP Practice or healthcare setting, excellent communication skills, and the ability to manage competing priorities while supporting staff development and team performance.
In return, we offer a supportive and collaborative working environment, opportunities for training and career development, and the chance to make a meaningful difference within the local community and NHS Primary Care services.
Main duties of the job
The Reception Team Leader will support the day-to-day running of the Reception and Patient Services team, ensuring patients receive a professional, efficient, and welcoming service at all times. The role involves supervising reception staff, supporting rota coordination, assisting with training and development, and helping to maintain high standards of patient care and customer service within a busy NHS GP Practice.
The successful candidate will act as a point of support for the reception team, assisting with patient queries, workflow management, and operational issues while working closely with the Practice Management team and clinicians to ensure smooth service delivery. The role also includes supporting administrative processes, monitoring team performance, and helping to implement Practice procedures and service improvements.
This is a varied and rewarding position suited to an organised, approachable, and proactive individual who enjoys working in a fast-paced healthcare environment and is committed to delivering excellent patient experience and team support.
About us
We are a large GP practice in Pimlico, caring for over 15,000 - and a founding member of the newly formed Independent PCN - Westminster Living Well.
Our clinical team consists of 5 Partners, 1 Salaried GPs, 2 Advanced Clinical Practitioners, 3 Nurses, and 2 Healthcare Assistants, 2 GP Assistants and supported by a large reception/administrative team. As part of the Westminster Living Well Primary Care Network (PCN), we have additional support from the Home Visiting Team, Dietitians, Health & Wellbeing Coaches, Podiatrists, Care‑Coordinators, Clinical Pharmacists, and a Social Prescribing Team.
Job responsibilities
Job Summary
The Reception Team Leader is responsible for supporting the effective day-to-day management of the Reception and Patient Services team within the Practice. The post holder will ensure the delivery of a professional, efficient, and patient-focused reception service while supporting staff supervision, operational processes, and service improvement.
The Reception Team Leader will work closely with the Practice Management team and clinicians to ensure high standards of patient care and customer service are maintained within a busy NHS GP Practice environment.
Main Duties and ResponsibilitiesReception and Patient Services
* Oversee the smooth day-to-day running of the reception function.
* Ensure patients and visitors are greeted and assisted in a professional, courteous, and compassionate manner.
* Support the management of appointment systems, patient registrations, and patient enquiries.
* Assist in resolving patient concerns, queries, and complaints appropriately and efficiently.
* Ensure confidentiality is maintained at all times in line with GDPR and Practice policies.
Team Leadership and Staff Support
* Supervise and support reception and administrative staff on a daily basis.
* Assist with staff rotas, annual leave coordination, and workload distribution.
* Support the induction, training, and ongoing development of reception staff.
* Monitor team performance and provide guidance and support where required.
* Promote a positive, supportive, and professional team culture.
Operational Support
* Ensure Practice procedures and protocols are followed consistently by the reception team.
* Support the implementation of new systems, processes, and service improvements.
* Monitor reception workflows to ensure efficiency and effective patient access.
* Assist with administrative tasks and operational projects as delegated by management.
* Escalate operational issues or risks to the Practice Management team where appropriate.
IT and Administrative Duties
* Support the effective use of clinical systems such as EMIS Web, SystmOne, or equivalent.
* Maintain accurate patient records and ensure data quality standards are met.
* Assist with scanning, document workflow, and other administrative processes as required.
* Support communication between clinical and non-clinical teams.
General Responsibilities
* Maintain a professional and confidential approach at all times.
* Participate in Practice meetings, training sessions, and development activities.
* Comply with all Practice policies, procedures, health and safety requirements, and NHS guidelines.
* Undertake any additional duties appropriate to the role and grade as requested by management.
* Previous experience working within a GP Practice, Primary Care, or healthcare setting.
* Experience supervising or supporting administrative/reception teams.
* Excellent communication and interpersonal skills.
* Strong organisational and problem-solving abilities.
* Ability to work effectively under pressure in a fast-paced environment.
* Good IT skills, including Microsoft Office and clinical systems.
* Understanding of patient confidentiality and information governance.
* Previous experience in a Team Leader or supervisory role.
* Knowledge of NHS Primary Care services and processes.
* Experience using EMIS Web, SystmOne, Docman, or similar systems.
* Experience handling patient complaints and service improvement initiatives.
Personal Attributes
* Professional, approachable, and patient-focused.
* Reliable, organised, and adaptable.
* Strong leadership and team-working skills.
* Ability to remain calm and professional under pressure.
* Commitment to delivering high standards of patient care and customer service.
Person Specification
Experience
* Previous experience working within an NHS GP Practice, Primary Care, or healthcare setting.
* Experience working within a reception, patient services, or administrative role.
* Experience supervising, supporting, or mentoring staff within a team environment.
* Experience dealing with patients and members of the public in a professional and compassionate manner.
* Experience managing competing priorities and working effectively in a busy environment.
* Knowledge and understanding of NHS Primary Care services and appointment systems.
* Experience using clinical systems such as EMIS Web, SystmOne, Docman, or similar.
* Experience handling confidential and sensitive information in accordance with GDPR and information governance requirements.
* Strong organisational, communication, and customer service skills.
* Ability to work independently and collaboratively as part of a multidisciplinary team.
Qualifications
* GCSEs (or equivalent) including English and Mathematics at Grade C/4 or above.
* Good standard of literacy and numeracy.
* Competent IT skills, including Microsoft Office applications.
* Evidence of continued professional development.
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