Location
Lower Clapton General Practice, The Portico, 34 Linscott Road, London

Hours
Full Time (hours not specified)

Salary
£30,991 per annum

About the Role
Lead service delivery across the reception function, ensuring safe, responsive and consistent standards of patient service. Lead, motivate, coach and support reception staff to deliver consistently high standards of patient service. Monitor operational performance including patient access, telephone demand, appointment utilisation and patient feedback, taking action where appropriate. Support workforce planning, daily staffing allocation, rotas, annual leave planning, sickness cover and contingency arrangements. Promote safe, effective care navigation and signposting in accordance with practice protocols and local NHS guidance. Work closely with clinicians, managers and wider practice teams to support change, quality improvement, governance and CQC readiness.

Experience
Proven experience in a leadership role within a reception or customer service environment is desirable to effectively lead and support the team.

About you
Strong leadership and motivational skills with the ability to coach and support staff. Excellent communication and interpersonal skills to liaise with clinicians, managers and patients. Ability to monitor and respond to operational performance and patient feedback. Organised and proactive in workforce planning and managing daily staffing needs. Committed to delivering high standards of patient service and promoting safe care navigation.

Qualifications
Relevant qualifications or experience in healthcare administration or customer service are advantageous but not explicitly required. A willingness to engage with continuous professional development and quality improvement initiatives is essential.