Job Description

We are looking for an engaged, positive, friendly, hard-working and resilient individual to join our Patient Services (Reception) supervisory team at Cheadle Medical Practice (1-5 Ashfield Crescent, Cheadle, SK8 1BH) and Alvanley Family Practice (Woodley Health Centre, Woodley, SK6 1ND) in Stockport.

It is a requirement of the role to work across both practices on a rota basis as required for the needs of the business.

It's an incredibly busy time in General Practice - patient expectations are higher than ever, so we need someone who can work at a fast pace while delivering excellent customer service.

It's a very difficult role, including dealing with some challenging patients, but it can be very rewarding to know that your work has improved the healthcare and lives of patients across our local community. You won't be bored!

This will include a mixture of 'early' (08:00 start) and 'late' (19:00 / 20:00 finish) shifts.

Please specify your availability and potential start date as part of your application. Informal queries can be directed to the Operations Manager for Patient Services.

Please apply with a

CV and short covering letter

outlining why you should get the job through the Indeed portal,

answering the additional questions in full.

You will also need to please complete the relevant Indeed assessments before the closing date to be considered.

Please be aware that if you have been unsuccessful previously applying to our practice you will need to wait 12 months before applying again. The advert may be closed early if suitable candidate/s is/are found.

and Person Specification

Job Title:

Patient Services Supervisor

Responsible to:

Operations Manager - Patient Services, and Partners (for complaints and governance)

Responsible for:

Day-to-day line management of the Patient Services Team; oversight of patient complaints, rotas, and providing an excellent standard of service and care to patients

Contract:

Permanent

Job Purpose

The Patient Services Supervisor is responsible for the day-to-day supervision of the practice's patient-facing functions (phones, desk, online, and other areas as required), ensuring that tasks are completed accurately, efficiently, and with a strong focus on patient experience. The post holder will work alongside other Patient Services Supervisor/s, promoting a positive, professional, and patient-focused culture.

They will also play a key role in collating patient feedback and ensuring that learning is shared and acted upon across the practice.

The role is central to embedding the practice's aim to deliver an Effortless Patient Experience while maintaining high standards of compliance and governance.

Key Responsibilities

Leadership & Team Management

Provide day-to-day line management and supervision of the Patient Services Team, supporting team members to deliver high-quality work. Promote a positive and supportive team culture that balances compassion with adherence to policies and processes. Train and develop staff to provide cross-cover various functions. Facilitate the flow of feedback throughout the organisation, ensuring that there is a balance between the team feeling heard, and motivating people to work in the direction of the overall practice strategy. Contribute to the development and use of SOPs within your team and within the practice as a whole. Implementation of instructions from senior management and partners. Ensure that workloads are effectively prioritised and completed on time.
Complaints & Patient Feedback

Own informal and non-clinical complaints, including acknowledgment, investigation, liaison with management, and drafting responses in line with NHS complaints regulations. Maintain accurate records of complaints. Collate and present patient feedback (including Friends and Family Test data) at Partners' and practice meetings.
Governance & Compliance

Ensure that relevant governance issues from team meetings are shared with the Patient Services Team where appropriate. Support compliance with safeguarding, information governance, and other statutory or regulatory requirements. Contribute to the maintenance of practice policies, including those relating to complaints, HR, and patient experience.

Person Specification

Essential Attributes

Strong organisational and administrative skills. Proven ability to supervise, train and support staff. Excellent communication and interpersonal skills, with the ability to deal sensitively and positively with complaints and patient or staff concerns. Ability to work flexibly, independently, and collaboratively. Attention to detail and ability to maintain accurate records.
Desirable Attributes

Experience of administrative/reception processes within a GP practice, including phones, desk, online queries, tasks, e-mails, scanning, prescriptions, registrations, and similar. Understanding of NHS complaints regulations and reporting requirements. Experience in collecting and presenting patient feedback for quality improvement.

General

This job description provides a framework for the role but is not exhaustive. The post holder will undertake any and all tasks reasonably delegated by the Operations Manager or Partners to ensure the effective operation of the practice. Training requirements will be in line with the practice's Mandatory Training Policy and supported through a separate training and development plan.
Job Types: Full-time, Permanent

Pay: 13.50 per hour

Expected hours: 37.5 per week

Application question(s):

Please list your preferred number of contracted hours per week. Please provide a brief explanation for any gaps in your CV. Please list any days and times when you are NOT available to work, including any weekends. Will you be able to work from both Cheadle Medical Practice and Alvanley Family Practice, and how will you get to each practice from your current home? Please give an example of when you have had to deal with a difficult person, and how you handled that? What is the best way to drive high standards within a team? How can we deliver the best standards of care and service for our patients?
Work Location: In person

Application deadline: 19/10/2025