Reception Manager

Dyddiad hysbysebu:	24 Ebrill 2026
Cyflog:	£32,000.00 i £35,000.00 bob blwyddyn
Gwybodaeth ychwanegol am y cyflog:	£32000.00 - £35000.00 a year
Oriau:	Llawn Amser
Dyddiad cau:	01 Mai 2026
Lleoliad:	Halesowen, B63 3HN
Cwmni:	NHS Jobs
Math o swydd:	Parhaol
Cyfeirnod swydd:	A0805-26-00061

Crynodeb

Reception Manager Job Description Job title: Reception Manager Line manager: Lead GP / Partner Operational accountability: Practice Manager Hours per week: 37.5 hours per week Job Summary The Reception Manager is responsible for the leadership, organisation and continuous improvement of reception and administrative services within the practice. The post-holder will ensure safe, efficient and patient-centred front-of-house operations, maintaining high standards of access, communication and service delivery. This role includes direct line management of the reception team, oversight of systems and processes, and responsibility for driving service improvements aligned with practice priorities. The post-holder will work closely with the Lead GP and Practice Manager and will play a key role in the future development of the administrative function within the practice. Given the level of access to confidential and sensitive information, the post-holder must maintain the highest standards of professionalism, integrity and confidentiality at all times. The Reception Manager holds overall responsibility for reception processes, staffing and performance, with Senior Receptionist roles providing operational support within this structure Leadership and Development The Reception Manager will: Lead and develop the reception team, including performance management, mentoring and succession planning Work closely with the Lead GP to develop leadership capability within the role, supporting progression into broader management responsibilities over time Contribute to planning and improvement of patient access, workflow design and service delivery Support continuity of operational leadership within the practice Primary Responsibilities Operational Management Oversee the day-to-day running of reception and administrative services Lead on the development, coordination and optimisation of clinical and administrative rotas Always ensure appropriate staffing levels and effective cover Develop, implement and maintain efficient office processes and workflows Manage incoming deliveries, ensuring adherence to cold chain and relevant policies Act as fire marshall and ensure appropriate safety processes are followed People Management Line manage all reception staff, including recruitment, induction, performance management and absence management Conduct staff appraisals and support ongoing development Identify and deliver training needs within the team Foster a positive, supportive and accountable team culture Lead on staff wellbeing, engagement and team cohesion initiatives Provide direction and oversight to Senior Receptionist(s), ensuring consistency in processes, decision-making and team standards Service Delivery and Performance Ensure consistent implementation of practice systems and workflows, particularly in relation to appointment booking, results handling and task management Monitor reception performance (e.g. access, call handling, patient feedback) and take action to improve where required Ensure adherence to agreed protocols and escalate concerns where processes are not followed Act as a point of escalation for operational issues impacting patient safety or service delivery Support delivery and optimisation of Enhanced Services and QOF-related administrative processes Governance and Compliance Maintain high standards of confidentiality and data protection at all times Develop, implement and review reception policies and procedures Act as first point of escalation for patient concerns and complaints, ensuring appropriate handling in line with policy Ensure compliance with safeguarding, health and safety, and organisational policies Contribute to clinical governance, audits and service improvement work Wider Responsibilities Deputise for the Practice Manager where appropriate Attend and contribute to practice management meetings Coordinate meeting agendas and take minutes where required Support maintenance of the practice website and communication platforms Promote and utilise patient feedback (e.g. Friends & Family Test, online reviews) to improve services Support Patient Participation Group activity Participate in audits and service improvement initiatives Work with the Lead GP on strategic projects (e.g. sustainability, community engagement, service development) Attend relevant external meetings where appropriate Manage the car park allocation Manage IT issues (liaise with Dudley IT where needed) Manage building issues (liaise with NHSPS) Core Expectations Confidentiality Maintain strict confidentiality of all patient and organisational information. Equality and Inclusion Treat patients and colleagues with dignity and respect, promoting equality and diversity at all times. Health and Safety Comply with health and safety requirements and ensure a safe working environment. Training and Development Undertake mandatory training and maintain up-to-date knowledge relevant to the role. Person Specification Qualifications Essential Desirable GCSE Maths & English (Grade C/Level 2 or equivalent) AMSPAR Level 3 Leadership/management qualification Experience Essential Desirable Primary care experience Experience in staff development and appraisal Clinical coding experience Administrative experience Experience managing or supervising a team Knowledge and Skills Excellent communication and interpersonal skills Strong organisational and problem-solving abilities Ability to lead, motivate and manage a team Ability to implement and maintain systems and processes Confident decision-maker with good judgement Ability to manage competing priorities and workload High level of professionalism, integrity and resilience Understanding of confidentiality, safeguarding and governance Ability to drive improvement and manage change Other Requirements DBS check Occupational health clearance