Location
68 Chester Road, London

Hours
Full Time (hours to be confirmed)

Salary
£15.00 per hour

About the Role
The Lead Receptionist is responsible for the leadership, organisation and continuous improvement of reception and administrative services within Brookfield Park Surgery. This role ensures safe, efficient and patient-centred front-of-house operations, maintaining high standards of access, communication and service delivery. You will directly line manage the reception team, oversee systems and processes, and drive service improvements aligned with practice priorities. Given the access to confidential and sensitive information, maintaining the highest standards of professionalism, integrity and confidentiality is essential.

Key responsibilities include overseeing day-to-day reception and administrative services, coordinating clinical and administrative rotas, ensuring appropriate staffing levels and cover, and developing efficient office workflows. You will manage incoming deliveries with adherence to cold chain and relevant policies, act as fire marshall, and ensure safety processes are followed.

As line manager, you will handle recruitment, induction, performance and absence management, conduct staff appraisals, support ongoing development, and identify training needs. You will foster a positive, supportive and accountable team culture, lead staff wellbeing and engagement initiatives, and support delivery and optimisation of Enhanced Services and QOF-related administrative processes.

Additional duties include developing and reviewing reception policies and procedures, acting as first point of escalation for patient concerns and complaints, ensuring compliance with safeguarding, health and safety, confidentiality, information governance and data protection policies. You will also assist with minute-taking for practice meetings and service improvement initiatives.

Experience
Experience in a reception or administrative role within a healthcare or similar environment is desirable. Proven ability to lead and manage a team is essential. Experience in managing rotas, recruitment, performance management and service improvement is advantageous.

About you
You lead by example, demonstrating reliability, professionalism and approachability. You take ownership of problems and see them through to resolution. You enjoy supporting colleagues’ development and are comfortable providing constructive feedback. You communicate effectively, adapting your style to patients, colleagues, clinicians and managers. You are motivated to progress your career and willing to develop the skills required to become an effective manager.

Qualifications
There are no formal qualifications required for this role, but a commitment to ongoing professional development and leadership training is expected. Support and development opportunities will be provided to help you grow in team leadership, staff development, managing difficult conversations, recruitment, workforce planning, service improvement, complaint handling, practice policies and NHS primary care requirements.