Reception Manager

Posting date:	02 February 2026
Salary:	Not specified
Additional salary information:	Negotiable
Hours:	Full time
Closing date:	09 February 2026
Location:	Brighton, BN1 8DD
Company:	NHS Jobs
Job type:	Permanent
Job reference:	A3943-26-0000

Summary

To be responsible for the efficient management and direction of the administration team, ensuring all administrative duties are performed effectively and to the required standard, meeting the objectives of the practice. To support the management team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, and learning and development, and ensure the organisation complies with CQC regulations. To provide support towards the maximisation of both enhanced services and QOF achievements, reporting to the Partners and Practice Manager. The post-holder will be an integral part of the general practice team. Induction We will provide a full induction programme, and management will support you throughout the process. Learning and development The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in, and complete mandatory training as directed. It is an expectation for this post-holder to assess their own learning needs and undertake learning as appropriate. The post-holder will undertake mentorship for team members and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (e.g., courses and conferences). The post-holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning. Collaborative working All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team. Teamwork is essential in multidisciplinary environments, and the post-holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and to work effectively with others to clearly define values, direction and policies impacting upon care delivery. Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner. All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence. Plans and outcomes by which to measure success should be agreed. Managing information All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information. Data should be reviewed and processed using accurate SNOMED codes to ensure easy and accurate information retrieval for monitoring and audit processes. Service delivery Staff will be given detailed information during the induction process regarding policy and procedure. The post-holder must adhere to the information contained within the organisations policies and regional directives, ensuring protocols are adhered to at all times. Security The security of the organisation is the responsibility of all personnel. The post-holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared. Professional conduct, uniforms and appearance All staff are required to dress appropriately for their role and in accordance with the organisations Uniforms, Dress and Appearance Policy. All staff members are to ensure that their conduct is commensurate with line management expectations and practice protocol. Leave All personnel are entitled to take leave. Line managers are to ensure all their staff are afforded the opportunity to take a minimum of 5.6 weeks leave each year and should be encouraged to take all their leave entitlement. Public holidays are in addition to the annual leave entitlement. The following are the core responsibilities of the Reception Manager in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels: Oversee the administration and support operations of the practice, ensuring staff achieve their primary responsibilities Line manage all administrative staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training Support, create and maintain clinical rotas for all types of appointments Support in the coordination of the home visits rota Have a thorough understanding of the IT systems used by the practice to ensure compliance and enhanced service delivery these include Agilio TeamNet, Apex, PCSE, and CQRS. Complete staff appraisals as required Identify and deliver team training where required Compile administration staff rotas Review and update all administrative and reception policies and procedures as required Support the management team in the compilation of practice reports and the practice development plan Develop, implement and embed efficient office processes and procedures to adhere to legislation, audit processes routinely to measure adherence. Act as a focal point for the practice, managing requests from external organisations such as the local police, solicitors, DVLA and other agencies Coordinate the provision of temporary administrative and reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences Update the appointment system to reflect leave and other approved absences Provide initial guidance and advice to patients who wish to verbally complain, and ensure that the administration team is fully conversant with the complaints procedure Respond to written complaints to acknowledge receipt and log these on AgilioTeamNet. Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary Act as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately Be instrumental in ensuring that both Enhanced Service and QOF achievements have been maximised Be an integral part of the general practice team Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children Support in the delivery of enhanced services and other service requirements Undertake all mandatory training and induction programmes Contribute to and embrace the spectrum of clinical governance Maintain a clean, tidy, effective working area at all times Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed In addition to the primary responsibilities, the Reception Manager has the following wider responsibilities: Deputise for the Practice Manager in their absence Complete and submit the monthly practice PPA claim Lead and embed a new Patient Participation Group. Arranging monthly meetings, acting as secretary to the group. Coordinate and produce meeting agendas and record the minutes of meetings. Meetings are to be planned on Microsoft Teams and annotated onto Practice ledger. Meetings are to be minutes (using AI if chosen) and minutes uploaded to Agilio TeamNet Support the Practice Manager in the maintenance of the practice website and social media accounts Monitor and promote the use of the Friends and Family Test Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives Participate in any audits as directed Attend and actively participate in practice management meetings Attend any external meetings pertinent to this role Support and participate in shared learning