Job Description

Job Title:

Reception Team Leader

Location:

London UK

Department:

FOH

Reports To:

Medical Director

Job Type:

Full-Time / Permanent

Salary:

13.50 - 15.50 per hours approx. 30 hours

Please have a minimum of 2 years experience in a similar role

Job Overview

We are seeking a proactive, organised, and experienced

Reception Team Leader

to oversee the front-of-house team at our specialist dermatology clinic. You will be the first point of contact for our patients, ensuring a high standard of customer care and professional service delivery. A key part of your role will be managing and resolving patient complaints in a calm, empathetic, and efficient manner.

This is a hands-on leadership position that requires strong interpersonal skills, attention to detail, and a commitment to delivering a positive patient experience in a clinical setting.

Key Responsibilities Reception & Front Desk Management

Supervise the day-to-day operations of the reception area. MUST be experienced in 1st line complaint handling and de-escalation Ensure a smooth and welcoming front-of-house experience for all patients and visitors. Attention to detail Cash handling and daily reconciliation Maintain a clean, professional, and organised reception environment.

Complaint Handling

Act as the first line of escalation for patient concerns and complaints. Investigate, document, and respond to complaints in line with clinic policy and relevant NHS or private healthcare regulations. Communicate resolutions clearly and empathetically, always aiming to maintain patient satisfaction and trust. Work closely with clinical staff, the Clinic Manager, and external bodies (where necessary) to resolve complex or sensitive issues.

Administrative Duties

Oversee patient bookings, cancellations, and appointment management. Ensure accurate and confidential handling of patient records and data, in compliance with GDPR. Support with invoicing, payments, and private insurance queries as needed. Monitor daily reporting, including appointment flow, clinic schedules, and patient feedback.

Team Leadership

Provide regular training, feedback, and support to junior clinic staff. Foster a collaborative, positive team culture that reflects the clinic's values. Participate in recruitment and onboarding of new front-of-house team members.

Essential Skills & Experience

Previous experience in a reception or front-of-house supervisory role (healthcare setting preferred). Strong understanding of complaint resolution, ideally in a clinical or patient-facing environment. Excellent communication and interpersonal skills. Ability to manage stressful situations with professionalism and empathy. Competent with patient management systems and general IT tools (e.g., EMIS, SystmOne, or private clinic software). Knowledge of GDPR and healthcare confidentiality policies.

Desirable

Experience in a dermatology or aesthetics clinic. Knowledge of CQC standards and NHS/private healthcare frameworks. First aid or customer service training.

Benefits

Competitive salary and holiday allowance Pension scheme Private healthcare options (if applicable) Ongoing training and professional development Supportive and collaborative work environment

How to Apply

Please send your CV and a cover letter detailing your relevant experience

Job Types: Full-time, Part-time, Permanent

Pay: 13.50-15.50 per hour

Expected hours: No less than 30 per week

Work Location: In person