Reception Supervisor

Job Title: Reception Supervisor Responsible To: Practice Manager Hours: As agreed Location: Cheviot Road Surgery Job Purpose The Reception Supervisor plays a key role in ensuring the smooth, efficient, and professional running of the reception team at Cheviot Road Surgery. As the first point of contact for many patients, the reception team shapes the patient experience, and the Supervisor is responsible for leading, supporting, and developing the team to deliver high-quality, patient-centred service. The role combines day-to-day operational oversight with hands-on reception duties, ensuring that all front-of-house functions are carried out safely, consistently, and in line with practice policies and NHS standards. Main Duties and Responsibilities Leadership & Staff Development Induct and train all new reception staff to agreed practice standards. Oversee the completion and maintenance of e-Learning requirements for all reception team members. Support the annual appraisal process for reception staff, including monitoring progress against objectives and identifying training needs. Report day-to-day issues within the team or with individual staff members to management in a timely and appropriate manner. Workforce & Rota Management Ensure adequate staffing levels across reception, including assisting with the coordination of annual leave, other leave, and sickness cover. Organise and maintain reception rotas to ensure all essential functions are covered throughout the working day. Patient Interaction & Issue Resolution Manage more complex patient enquiries, including informal complaints relating to reception functions, ensuring concerns are handled professionally and in line with practice expectations. Provide guidance and support to reception staff when dealing with challenging situations or sensitive patient interactions. Operational Support Assist management in reviewing, updating, and implementing local processes and protocols to ensure safe, efficient, and compliant reception operations. Weekly fire alarm testing. Reception Duties Alongside supervisory responsibilities, the Reception Supervisor will also undertake general reception duties as required, including: Handling general telephone enquiries from patients and the wider public. Booking appointments and home visits in accordance with practice protocols. Registering new patients and ensuring they receive full and accurate practice information. Processing requests for EMIS online access, including prescriptions, appointment booking, and records access. General This list of duties is not exhaustive and may be subject to change as deemed necessary to meet the needs of the practice. The post holder is expected to work flexibly and collaboratively with the wider team to support the smooth running of the surgery. Job description Job responsibilities Job Title: Reception Supervisor Responsible To: Practice Manager Hours: As agreed Location: Cheviot Road Surgery Job Purpose The Reception Supervisor plays a key role in ensuring the smooth, efficient, and professional running of the reception team at Cheviot Road Surgery. As the first point of contact for many patients, the reception team shapes the patient experience, and the Supervisor is responsible for leading, supporting, and developing the team to deliver high-quality, patient-centred service. The role combines day-to-day operational oversight with hands-on reception duties, ensuring that all front-of-house functions are carried out safely, consistently, and in line with practice policies and NHS standards. Main Duties and Responsibilities Leadership & Staff Development Induct and train all new reception staff to agreed practice standards. Oversee the completion and maintenance of e-Learning requirements for all reception team members. Support the annual appraisal process for reception staff, including monitoring progress against objectives and identifying training needs. Report day-to-day issues within the team or with individual staff members to management in a timely and appropriate manner. Workforce & Rota Management Ensure adequate staffing levels across reception, including assisting with the coordination of annual leave, other leave, and sickness cover. Organise and maintain reception rotas to ensure all essential functions are covered throughout the working day. Patient Interaction & Issue Resolution Manage more complex patient enquiries, including informal complaints relating to reception functions, ensuring concerns are handled professionally and in line with practice expectations. Provide guidance and support to reception staff when dealing with challenging situations or sensitive patient interactions. Operational Support Assist management in reviewing, updating, and implementing local processes and protocols to ensure safe, efficient, and compliant reception operations. Weekly fire alarm testing. Reception Duties Alongside supervisory responsibilities, the Reception Supervisor will also undertake general reception duties as required, including: Handling general telephone enquiries from patients and the wider public. Booking appointments and home visits in accordance with practice protocols. Registering new patients and ensuring they receive full and accurate practice information. Processing requests for EMIS online access, including prescriptions, appointment booking, and records access. General This list of duties is not exhaustive and may be subject to change as deemed necessary to meet the needs of the practice. The post holder is expected to work flexibly and collaboratively with the wider team to support the smooth running of the surgery.