Reception Manager

Job Description (see full Job Description in supporting documents) Job Title Reception Manager Reports toOperations Manager Job SummaryWe are seeking an enthusiastic, experienced and motivated Reception Manager to lead our busy reception team at Leatside Surgery. This newly created role has been established as part of our commitment to strengthening operational leadership, improving patient access and investing in our staff. The successful candidate will provide visible, hands-on leadership, ensuring reception services are delivered safely, efficiently and with an exceptional focus on patient experience. Working closely with the Operations Manager and wider leadership team, the Reception Manager will lead the day-to-day operation of the reception department whilst supporting service improvement, workforce development and organisational change. This is a practical leadership role where the successful candidate will work alongside the reception team, maintaining an understanding of operational pressures and providing support during periods of increased demand, sickness absence or annual leave to ensure continuity of service. Main Responsibilities • Lead the day-to-day management of the reception team. • Ensure reception services are delivered safely, efficiently and consistently. • Oversee reception rotas and workforce planning to maintain appropriate staffing levels. • Monitor workload and patient demand, responding proactively to operational pressures. • Support the reception team during busy periods by undertaking Receptionist and Triage Administrator duties where required. • Act as the senior point of escalation for operational reception issues. • Work collaboratively with the wider management team to continually improve patient access and service delivery. Leadership and People Management • Provide direct line management to reception staff. • Lead recruitment, induction and probation processes. • Undertake regular one-to-one meetings, wellbeing reviews and annual appraisals. • Support staff development through coaching, mentoring and performance management. • Manage attendance, conduct and capability issues in line with practice policies. • Foster a positive, supportive and accountable team culture. • Lead by example and promote professionalism, compassion and excellent customer service. Training and Development • Lead the induction and ongoing development of reception staff. • Identify learning needs and support individual development plans. • Ensure mandatory training is completed and monitored. • Coordinate and deliver training on reception systems, processes and patient communication where appropriate. • Support succession planning and development of future team leaders. Complaints and Patient Experience • Act as the first point of management contact for all complaints, seeking to de-escalate concerns wherever possible, acknowledge issues promptly, and escalate to the appropriate line manager where required. • Manage all reception-related complaints through to resolution, ensuring concerns are handled professionally, consistently, and in line with practice procedures • Investigate complaints, concerns and incidents thoroughly and professionally. • Identify trends and learning opportunities from patient feedback. • Implement improvements to enhance patient experience and prevent recurrence. • Promote a culture of openness, learning and continuous improvement. Service Improvement • Lead the implementation of new systems, processes and ways of working. • Review and improve reception workflows to enhance efficiency and patient experience. • Develop, implement and review Standard Operating Procedures. • Support wider organisational projects, digital transformation and service redesign. • Use performance data, audits and patient feedback to drive improvements. Quality and Governance • Monitor reception performance and quality standards. • Undertake audits of reception processes. • Ensure compliance with practice policies, NHS guidance and information governance requirements. • Investigate operational incidents and implement corrective actions where required. • Prepare reports and updates for the Operations Manager and Leadership Team. Communication • Build strong working relationships across clinical and administrative teams. • Communicate organisational changes effectively to the reception team. • Represent the reception function within management meetings and operational projects. • Promote effective communication between patients and the practice. Job description Job responsibilities Job Description (see full Job Description in supporting documents) Job Title Reception Manager Reports toOperations Manager Job SummaryWe are seeking an enthusiastic, experienced and motivated Reception Manager to lead our busy reception team at Leatside Surgery. This newly created role has been established as part of our commitment to strengthening operational leadership, improving patient access and investing in our staff. The successful candidate will provide visible, hands-on leadership, ensuring reception services are delivered safely, efficiently and with an exceptional focus on patient experience. Working closely with the Operations Manager and wider leadership team, the Reception Manager will lead the day-to-day operation of the reception department whilst supporting service improvement, workforce development and organisational change. This is a practical leadership role where the successful candidate will work alongside the reception team, maintaining an understanding of operational pressures and providing support during periods of increased demand, sickness absence or annual leave to ensure continuity of service. Main Responsibilities • Lead the day-to-day management of the reception team. • Ensure reception services are delivered safely, efficiently and consistently. • Oversee reception rotas and workforce planning to maintain appropriate staffing levels. • Monitor workload and patient demand, responding proactively to operational pressures. • Support the reception team during busy periods by undertaking Receptionist and Triage Administrator duties where required. • Act as the senior point of escalation for operational reception issues. • Work collaboratively with the wider management team to continually improve patient access and service delivery. Leadership and People Management • Provide direct line management to reception staff. • Lead recruitment, induction and probation processes. • Undertake regular one-to-one meetings, wellbeing reviews and annual appraisals. • Support staff development through coaching, mentoring and performance management. • Manage attendance, conduct and capability issues in line with practice policies. • Foster a positive, supportive and accountable team culture. • Lead by example and promote professionalism, compassion and excellent customer service. Training and Development • Lead the induction and ongoing development of reception staff. • Identify learning needs and support individual development plans. • Ensure mandatory training is completed and monitored. • Coordinate and deliver training on reception systems, processes and patient communication where appropriate. • Support succession planning and development of future team leaders. Complaints and Patient Experience • Act as the first point of management contact for all complaints, seeking to de-escalate concerns wherever possible, acknowledge issues promptly, and escalate to the appropriate line manager where required. • Manage all reception-related complaints through to resolution, ensuring concerns are handled professionally, consistently, and in line with practice procedures • Investigate complaints, concerns and incidents thoroughly and professionally. • Identify trends and learning opportunities from patient feedback. • Implement improvements to enhance patient experience and prevent recurrence. • Promote a culture of openness, learning and continuous improvement. Service Improvement • Lead the implementation of new systems, processes and ways of working. • Review and improve reception workflows to enhance efficiency and patient experience. • Develop, implement and review Standard Operating Procedures. • Support wider organisational projects, digital transformation and service redesign. • Use performance data, audits and patient feedback to drive improvements. Quality and Governance • Monitor reception performance and quality standards. • Undertake audits of reception processes. • Ensure compliance with practice policies, NHS guidance and information governance requirements. • Investigate operational incidents and implement corrective actions where required. • Prepare reports and updates for the Operations Manager and Leadership Team. Communication • Build strong working relationships across clinical and administrative teams. • Communicate organisational changes effectively to the reception team. • Represent the reception function within management meetings and operational projects. • Promote effective communication between patients and the practice.