Job Description

We are seeking a full-time permanent Receptionist / Administrator with Supervisory responsibilities to join our amazing team.

Hours on offer: 37.5 - 40 hours per week. Competitive salary commensurate with experience

Only candidates with GP Reception / Admin Experience will be considered for this position.

We are a medium sized, friendly NHS GP Practice in Olympia, West London looking for a Reception Supervisor to join our lovely friendly team. We work closely as a team, both clinical and administrative, and our main motivation is to look forward to coming in to work.

Are you an experienced, proactive and enthusiastic worker? Are you a team player with proven customer service experience, who can provide a warm and welcoming service to our patients and leadership to our administration team?

No two days are the same, do you who work well under pressure and adapt quickly in a new team?

If the answer to these questions is YES, we want you to come and join our team! We really want to invest in you.

Main duties of the job

Flexibility for this role is important, as you may need to change your hours and days to cover for planned and unplanned absences when the need arises to ensure reception and admin cover at all times.

The Reception Supervisor is a member of the admin and reception team in a key leadership role, ensuring the efficient day-to-day running of the reception and admin areas. You will be a part of the excellent reception / administrative team whilst also provide supervision to the reception / admin team, manage workloads and rotas, and ensure the highest standards of patient care and service are maintained. This is a hands-on position, requiring both administrative and front-line reception duties on a static weekly rota.

Additional Information

Flexibility is required to work varying shifts, including early mornings (08:00) and evenings (up to 18:30). The rota is static.

Training and ongoing support will be provided.

May occasionally deputise for the Practice Manager on reception-related matters.

Please note we will only contact successful candidates who are shortlisted for interviews.

Job description / Job responsibilities / Key Responsibilities

Reception & Admin Operations

Cover reception and admin duties on a rota basis (including front desk, phone lines, back office).

Tasks may include but not exclusive: workflow, cold-chain, legionella reporting, registrations, summarising, referrals, prescriptions, secretarial tasks, managing the clinical coding resources, childhood immunisations, breast screening, blood spot and processing non-NHS work.

Monitor and ensure completion of daily workflows, inboxes (email and prescription), and SystmOne workflow and tasks.

Ensure reception coverage during planned and unplanned absences; manage shift rota and annual leave requests.

Handle patient queries, complaints, and concerns professionally and efficiently.

Ensure reception and waiting areas remain clean, organised, and welcoming.

Support designated "Champion Lead" roles as needed.

Administrative & System Duties

Handle correspondence and documentation (incoming/outgoing).

Coordinate room usage and clinic schedules with clinical staff.

Support the team in using SystmOne (including workflow), Microsoft Office applications and any other software.

Troubleshoot IT/system issues and liaise with support as needed.

Contribute to QOF tasks, audits, data entry, running searches, code entry and administrative reports.

Support collection and review of patient feedback (e.g., FFT, Google Reviews).

Suggest and help implement ideas to improve registrations, efficiency, reduce costs, or increase surgery income.

Quality, Compliance & Governance

Ensure all duties comply with NHS and CQC standards and best practices.

Contribute to audits, inspections, significant event reviews, and internal compliance checks.

Maintain patient confidentiality and uphold data protection at all times.

Report incidents, risks, and near-misses as per policy.

Leadership & Team Management

Supervise the daily activities and performance of reception and admin staff.

Provide training, mentoring, and induction support to new and existing team members.

Maintain and update your own knowledge and cascade learning to others.

Maintain and update reception / admin SOPs and protocols.

Monitor attendance, timekeeping, and compliance with policies.

Assist with recruitment, interviews, and on-boarding processes.

Conduct one-to-one meetings, return-to-work interviews, and support annual appraisals.

Lead and document regular team meetings; cascade updates from management.

Assist with resolving admin backlogs and workload distribution.

Support Infection Control Lead (with Doctor).

Above lists are not exhaustive, and you may be asked to perform other duties as directed by the Practice Manager and / or Partners based on business needs.

Person Specification

Qualifications / Essential

2+ years experience working in a GP surgery.

Proven team leadership or supervisory experience.

Strong communication and interpersonal skills.

Ability to handle pressure and manage difficult situations professionally.

Confident using SystmOne, Microsoft Office, and other clinical systems.

Excellent organisational skills and attention to detail.

Desirable

Knowledge of NHS systems, medical referrals, and clinical terminology.

NVQ Level 3 in Business Administration or Customer Service (or equivalent).

Understanding of QOF, CQC compliance, and NHS targets.

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.

Job Types: Full-time, Permanent

Pay: 16.00-17.00 per hour

Expected hours: 37.5 - 40 per week

Benefits:

Company pension
Work Location: In person