Job Description

Job Summary

The reception team sits at the heart of every GP practice -- it is the first point of contact for our patients and plays a vital role in shaping their overall experience of our practice.

As Reception Supervisor, you are both a key part of the front-line team and a valued member of the wider practice leadership. You will ensure the reception service is welcoming, professional, and efficient -- reflecting our commitment to delivering safe, responsive, and compassionate care.

This is a pivotal role that bridges patient-facing services and operational management. You will lead and support the reception team day-to-day, while also working closely with the Assistant Practice Manager and wider practice leadership team to maintain high standards, improve processes, and support the smooth running of the practice.

Experience of working in NHS General Practice is preferred, but we welcome applications from all qualified candidates.

Hours of Work

The Reception Supervisor will work 37.5 hours per week across the following schedule:

- Monday: 07:45-16:15 (30 minute break)
- Tuesday: 07:45-16:15 (30 minute break)
- Wednesday: 07:30-16:15 (30 minute break)
- Thursday: 07:45-16:15 (30 minute break)
- Friday: 07:45-13:00 (no break)

Flexibility may be required to meet operational needs.

Key Responsibilities:

Team Leadership & Supervision

Lead, supervise, and support the reception team daily, ensuring efficient delivery of front-desk services.

Provide informal feedback, guidance, and support to help staff perform to a high standard.

Support the induction and training of new team members.

Conduct return-to-work interviews following periods of absence, in line with practice policy.

Ensure all reception staff are up to date with mandatory training and compliant with current protocols.

Liaise with the Assistant Practice Manager regarding any performance, conduct, or training concerns.

Staffing & Rota Management

Prepare and maintain the monthly reception rota, ensuring sufficient and fair coverage across all shifts.

Arrange cover for planned and unplanned absences in a timely and equitable manner.

Monitor workloads and adjust staffing as needed to meet demand.

Operational Excellence

Oversee the smooth running of daily reception operations in collaboration with the Assistant Practice Manager.

Maintain up-to-date procedures and protocols for all reception functions.

Monitor appointment system usage, reporting capacity issues or concerns to management.

Ensure reception and waiting areas are clean, safe, welcoming, and appropriately stocked.

Manage room allocation for clinicians and visiting staff effectively.

Oversee incoming messages, administrative tasks, and email correspondence, ensuring timely and confidential handling.

Maintain noticeboards and patient information displays, removing outdated material promptly.

Appointment Book & Locum Coordination

Maintain oversight of the appointment book to ensure availability aligns with patient demand and clinical capacity.

Monitor for issues such as overbooking, gaps in cover, or underutilisation, and escalate concerns to the Assistant Practice Manager.

Ensure clinician sessions and clinic templates are accurately reflected in the appointment system.

Book locum clinicians as needed in line with service requirements, and coordinate their schedules within the appointment system.

Support the induction of new locums by providing essential information about reception procedures, room allocation, IT access, and key practice policies.

Liaise with the clinical and leadership teams regarding any appointment book adjustments or locum-related needs.

Support the reception team in managing appointments in accordance with triage protocols and patient access standards.

Patient Services & Complaints

Deliver a warm, respectful, and efficient service to all patients, visitors, and colleagues.

Act as the first point of contact for patient concerns or complaints, handling minor issues informally and effectively to maintain a smooth service and high levels of patient satisfaction.

Provide clear guidance to patients wishing to make a formal complaint and ensure concerns are managed sensitively and in line with the practice's complaints policy.

Promote a culture of empathy, professionalism, and service excellence at all times.

Governance & Compliance

Uphold and enforce all practice policies, procedures, and NHS standards at all times.

Support the practice's compliance with the Data Security and Protection Toolkit (DSPT), including participation in relevant audits and ensuring front-desk processes align with data protection requirements.

Promote and support a culture of patient safety, confidentiality, and continuous quality improvement.

Escalate concerns, incidents, or operational risks to the Assistant Practice Manager or leadership team as appropriate.

Other Responsibilities

Undertake any additional duties reasonably requested by the Assistant Practice Manager or leadership team to support the effective running of the practice.

Person Specification - Reception Supervisor

Job Title:

Reception Supervisor

Reports to:

Assistant Practice Manager

Essential Criteria

Qualifications & Knowledge

Good general standard of education (GCSE or equivalent in English and Maths). Strong IT skills, including confident use of Microsoft Office and clinical systems (e.g. EMIS, SystmOne, or similar). Knowledge of confidentiality, data protection, and safeguarding in a healthcare context.

Experience

Experience working in a busy GP surgery, healthcare setting, or customer-facing role. Previous experience supervising or supporting staff, including training and induction. Experience managing rotas or coordinating cover for staff absences. Experience dealing with the public in challenging or sensitive situations.

Skills & Abilities

Excellent communication skills, both verbal and written, with the ability to deal calmly and sensitively with patients, colleagues, and external stakeholders. Strong organisational and time-management skills, with the ability to prioritise competing demands. Ability to use initiative, problem-solve, and make decisions within agreed protocols. Ability to maintain accuracy and attention to detail under pressure. Commitment to teamwork and to developing others.

Personal Attributes

Professional, approachable, and empathetic manner. Resilient and adaptable, able to manage stressful situations. Reliable, flexible, and committed to supporting the smooth running of the practice. Commitment to equality, diversity, and inclusion.

Desirable Criteria

Qualifications & Knowledge

NVQ Level 3 (or above) in Business Administration, Customer Service, or equivalent. Training in leadership or supervisory skills.

Experience

Previous experience in a primary care or NHS setting. Experience using NHS clinical systems (EMIS Web, Docman, AccuRx, etc.). Experience in complaint handling and service improvement.

Skills & Abilities

Ability to analyse appointment system data and identify trends/issues. Ability to contribute to policy/procedure development.
Job Types: Full-time, Permanent

Pay: 30,279.00 per year

Benefits:

Company pension Cycle to work scheme Employee discount Free parking On-site parking Transport links
Education:

GCSE or equivalent (preferred)
Experience:

NHS GP Practice: 1 year (preferred)
Work Location: In person