Reception Manager
| Posting date: | 22 December 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Negotiable |
| Hours: | Full time |
| Closing date: | 08 January 2026 |
| Location: | London, SW1V 3EB |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A0859-25-0008 |
Summary
Team Leadership and Management Supervision and Guidance: Provide day-to-day support, supervision, and first-line management for the reception team, acting as a role model and primary point of contact for staff concerns. Rota and Workflow Management: Plan, manage, and adjust staff rotas to ensure adequate cover across all operating hours, including for leave and sickness. Recruitment and Training: Participate in the recruitment process, coordinate staff inductions, identify training needs, and ensure all team members are up-to-date with mandatory training and practice procedures. Performance Management: Conduct staff appraisals, performance reviews, and return-to-work interviews after absence. Communication: Foster effective communication within the team and with other departments, including running regular team meetings and shift handovers. Reception and Patient Services Front Desk Operations: Oversee the reception area, ensuring it is tidy, welcoming, and runs efficiently, which includes sometimes covering the front desk themselves. Patient Interaction: Greet patients, manage general inquiries, and direct them to the appropriate service or healthcare professional (care navigation). Complaints Handling: Serve as the first point of contact for verbal patient complaints and concerns, attempting to diffuse issues at an early stage and escalating formal complaints when necessary. Appointment Management: Oversee the practice appointment system, ensuring efficient booking, cancellation, and alteration of clinical sessions. Administration and Compliance Policy and Procedure: Implement, review, and update reception and administrative policies and procedures in line with practice and NHS guidelines. Data and Records Management: Ensure accurate patient registration and data entry into clinical systems (e.g., EMIS Web or SystmOne), adhering to confidentiality and GDPR regulations. IT Systems: Ensure effective use of practice IT and telephony systems, troubleshoot basic IT issues, and coordinate with IT support when needed. Facilities and Health & Safety: Assist with building management duties, such as coordinating maintenance, ensuring security protocols are followed, and acting as a fire marshal.