Reception & admin lead (non-managerial)

We are seeking a hands‑on and organized Reception & Admin Lead to oversee the day‑to‑day running of our front‑of‑house and administrative team.

This is a supervisory (non‑managerial) role, focused on ensuring that daily tasks are completed, workflows are followed, and standards are maintained. The role requires a visible presence within the practice, supporting staff in real time, monitoring activity, and escalating issues to the Practice Manager where required.

This role is ideal for someone who is practical, confident and focused on ensuring work is completed consistently in a busy environment.

The post‑holder will be expected to work alongside the team rather than operate in a purely office‑based role.

The role is focused on maintaining consistent standards and ensuring day‑to‑day operations run effectively.

Working pattern

• Monday: 8:00am - 6:00pm
• Tuesday: 1:00pm - 6:00pm
• Thursday: 1:00pm - 6:00pm
• Friday: 8:00am - 6:00pm

(1-hour unpaid lunch break on Monday, Wednesday and Friday)

Main duties of the job

• Provide day‑to‑day supervision of reception and administrative staff
• Ensure all reception and admin tasks are completed in line with agreed workflows and priorities
• Maintain a visible presence on reception, providing real‑time support and direction
• Allocate staff across reception, telephones and administrative workload as required
• Prepare and coordinate reception staff rotas to ensure adequate cover
• Monitor activity, conduct and attendance, escalating concerns promptly to the Practice Manager
• Identify and address issues promptly as they arise within the working day
• Handle non‑clinical queries and complaints at an initial level, escalating where appropriate
• Ensure staff adhere to practice policies, processes and expected standards
• Support implementation of new systems and ways of working

Scope of role

This is a supervisory operational role, not a management position.

The role focuses on overseeing day‑to‑day workflow and ensuring the smooth running of reception and administrative services.

The post‑holder is not expected to take on management responsibilities beyond day‑to‑day supervision.

The role does not include:

• Formal line management responsibility
• Disciplinary decision‑making
• Appraisal or probation sign‑off
• Strategic or leadership responsibilities

These responsibilities remain with the Practice Manager and GP Partners.

Job responsibilities

Job title: Reception & Admin Lead (Non‑Managerial)

Reports to: Practice Manager

Direct working relationship with: Reception, administration and secretarial staff

Key responsibilities

1. Day‑to‑day supervision

• Supervise non‑clinical staff on a day‑to‑day basis
• Provide clear direction and immediate feedback where required
• Ensure staff remain on task and that all allocated work is completed within expected timeframes
• Escalate performance or conduct concerns appropriately

2. Operational coordination

• Oversee the daily running of reception and administrative functions
• Ensure appropriate allocation of staff throughout the day
• Maintain efficient workflows and consistent service delivery
• Highlight gaps in cover or resourcing issues

3. Workflow and standards

• Ensure all tasks are completed in line with agreed processes
• Monitor completion of work and follow up where required

  5. Communication

  • Act as a link between the Practice Manager and non‑clinical team
  • Share updates and reinforce expectations with staff
  • Escalate risks, concerns or issues in a timely manner

  Key outcomes

  • A well‑organised and consistently functioning front‑of‑house team
  • Work completed accurately and within expected timeframes
  • Clear oversight of day‑to‑day activity and workload
  • Prompt identification and escalation of issues

  Person Specification

  Experience

  • Experience working in an NHS or GP environment
  • Ability to prioritise workload
  • Accountability for own work
  • Experience supervising staff in a busy environment
  • Confident in addressing issues and challenging situations
  • Strong organisational skills and attention to detail
  • Practical, consistent and proactive approach
  • Good communication and interpersonal skills
  • Understanding of primary care workflows
  • Experience of rota coordination
  • Experience handling non‑clinical queries or complaints
  • We are looking for someone who is:
  • Happy working within a clearly defined supervisory (non‑managerial) role
  • Practical and hands‑on in their approach
  • Comfortable working in a busy reception environment
  • Focused on organisation, consistency and getting work done
  • Confident in addressing issues as they arise

  Additional information

  • The post‑holder will handle confidential patient and staff information in line with GDPR and practice policies.
  • The role requires adherence to all Health & Safety, equality and safeguarding standards.
  • This job description is intended as a guide and may be adjusted in line with service needs.
  • Disclosure and Barring Service Check
  • This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a DBS check.

  Qualifications

  • GCSE grade A to C in English and Maths
  • Knowledge of SystmOne

  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.