Reception Lead
| Posting date: | 03 December 2025 |
|---|---|
| Salary: | £13.50 per hour |
| Additional salary information: | £13.50 an hour |
| Hours: | Full time |
| Closing date: | 01 January 2026 |
| Location: | High Wycombe, HP14 4LG |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A4113-25-0003 |
Summary
The Reception Lead is responsible for the effective day-to-day management and direction of the reception team at Hughenden Valley Surgery. The post holder will ensure that all reception and patient-facing services are delivered professionally, efficiently and in line with practice policies, operational needs and patient expectations. The role supports the Practice Manager in maintaining high standards of service delivery, staff development, patient flow, communication and continuous improvement. Primary Responsibilities The Reception Lead is responsible for: Overseeing the reception services of the practice, ensuring staff deliver a high-quality, patient-centred service. Line managing the reception team, including support, supervision, guidance and staff development. Completing staff appraisals, probation reviews and performance discussions. Identifying training needs and facilitating or delivering training as required. Compiling, monitoring and managing the reception rota to ensure safe staffing levels. Reviewing, updating and implementing reception processes and procedures. Supporting the management team with practice reporting, audits and development plans. Developing and embedding efficient reception processes in line with best practice and legislation. Maintaining an effective appointment system for all services. Acting as the focal point for communication between reception, admin and clinical teams. Coordinating temporary reception cover during periods of annual leave or sickness. Providing initial advice and support to patients wishing to raise concerns or complaints. Acting as building fire marshal, ensuring evacuation lists and visitor logs are accurate and up-to-date. Supporting triage processes, urgent patient flow and appointment coordination during busy periods. Secondary Responsibilities Assisting with onboarding, training and mentoring new reception staff. Supporting practice audits, data quality checks and recall processes (including long-term condition reviews and vaccination campaigns). Participating in practice-led initiatives such as flu clinics, health campaigns and patient education events. Contributing to the improvement of practice procedures, policies and service standards. Undertaking any additional duties delegated by management to support the smooth daily operation of the practice. General Responsibilities Confidentiality All employees must maintain strict confidentiality of patient and staff information in line with GDPR and practice policy. Equality, Diversity & Inclusion (ED&I) The post holder must act in ways that support equality, dignity and respect for all patients and colleagues. Quality & Continuous Improvement (CI) Actively participate in quality improvement activities, identifying opportunities to enhance patient care, safety and service delivery. Learning & Development Complete mandatory training and participate in personal and team development activities. The post holder may be required to undertake additional training relevant to the role. Service Delivery Ensure all work is carried out in accordance with practice protocols and regulatory requirements. Professional Conduct Demonstrate professionalism, reliability and positive behaviour at all times, representing the practice appropriately to patients and external partners. Scope and Flexibility This job description may be amended following consultation to meet the evolving needs of the practice. The post holder may be required to undertake additional duties to support efficient practice operations.