Reception Lead/Manager
SKILLS
FULL DESCRIPTION
Job summary
We are looking for a motivated and experienced Reception Manager / Lead Receptionist to join our friendly GP surgery team. This is a hands-on role combining front-line reception duties with dedicated time to support the day-to-day management of the reception function.
Main duties of the job
Key Responsibilities
- Act as a working receptionist, handling patient queries, appointments, and administrative tasks
- Lead and support a small team of four receptionists
- Manage staff rotas to ensure adequate cover at all times
- Organise and lead regular team meetings
- Support staff training, onboarding, and ongoing development
- Ensure reception processes run efficiently and in line with practice policies
- Act as a point of contact between reception staff and practice management
About us
We are a training practice who put an emphasis on team-working in a friendly and supportive environment, with a true focus on work life balance and wellbeing. Based in Milking Bank within easy reach of Dudley, Wolverhampton, we are looking for a GP Assistant at any stage of their career to join us.
Our team consists of 3 GPs, 1 ANPs, 1 Paramedic, 1 Physicians Associate,1 Practice Nurse, 1 HCA, numerous receptionists and a team of additional role staff that work on a rota basis via our PCN.
We highly value our staff and are proud to encourage and support all in their professional development.
Details
Date posted: 18 April 2026
Pay scheme: Other
Salary: Depending on experience
Contract: Permanent
Working pattern: Part-time
Reference number: A0807-26-0002
Job locations: 100 Milking Bank, Dudley, West Midlands, DY1 2TY
Job description
The Reception Manager is responsible for overseeing the daily operations of the reception function, ensuring a professional, welcoming, and efficient front-of-house service. The role involves leading and supporting reception staff, maintaining high customer service standards, and ensuring smooth administrative processes that reflect positively on the organisation.
Key Responsibilities****Operational Management
- Manage the day-to-day running of the reception area.
- Ensure all visitors, clients, and stakeholders receive a professional and positive experience.
- Maintain a clean, organised, and welcoming front-of-house environment.
- Oversee appointment scheduling, room bookings, and front-desk systems.
Team Leadership
- Supervise, support, and motivate reception staff.
- Prepare staff rotas and manage holiday and absence cover.
- Provide induction, training, and ongoing development for reception team members.
- Conduct performance reviews and address performance issues where necessary.
Customer Service
- Act as a point of escalation for complex enquiries or complaints.
- Ensure high standards of communication, professionalism, and confidentiality.
- Develop and implement service improvements to enhance visitor experience.
Administration & Compliance
- Maintain accurate records and ensure data protection and confidentiality standards are met.
- Monitor and improve reception processes and administrative systems.
- Ensure compliance with organisational policies and relevant legislation.
- Prepare reports and provide management information as required.
Communication & Liaison
- Liaise with internal departments to ensure effective coordination.
- Support senior management with operational updates and improvements.
- Build positive relationships with external partners and stakeholders.
Person Specification****Essential
- Proven experience in a supervisory or management role within a reception or customer-facing environment.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Highly organised with the ability to prioritise workload effectively.
- Proficient in IT systems and administrative processes.
Reporting To
Practice Manager and the GP Partners.
Job description
The Reception Manager is responsible for overseeing the daily operations of the reception function, ensuring a professional, welcoming, and efficient front-of-house service. The role involves leading and supporting reception staff, maintaining high customer service standards, and ensuring smooth administrative processes that reflect positively on the organisation.
Key Responsibilities****Operational Management
- Manage the day-to-day running of the reception area.
- Ensure all visitors, clients, and stakeholders receive a professional and positive experience.
- Maintain a clean, organised, and welcoming front-of-house environment.
- Oversee appointment scheduling, room bookings, and front-desk systems.
Team Leadership
- Supervise, support, and motivate reception staff.
- Prepare staff rotas and manage holiday and absence cover.
- Provide induction, training, and ongoing development for reception team members.
- Conduct performance reviews and address performance issues where necessary.
Customer Service
- Act as a point of escalation for complex enquiries or complaints.
- Ensure high standards of communication, professionalism, and confidentiality.
- Develop and implement service improvements to enhance visitor experience.
Administration & Compliance
- Maintain accurate records and ensure data protection and confidentiality standards are met.
- Monitor and improve reception processes and administrative systems.
- Ensure compliance with organisational policies and relevant legislation.
- Prepare reports and provide management information as required.
Communication & Liaison
- Liaise with internal departments to ensure effective coordination.
- Support senior management with operational updates and improvements.
- Build positive relationships with external partners and stakeholders.
Person Specification****Essential
- Proven experience in a supervisory or management role within a reception or customer-facing environment.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Highly organised with the ability to prioritise workload effectively.
- Proficient in IT systems and administrative processes.
Reporting To
Practice Manager and the GP Partners.
Person Specification
Experience
Essential
- Previous experiencing on managing a reception team
- Organising rota's
- Staff meetings/one to ones.
Desirable
- Experience working within a GP Practice
Person Specification
Experience
Essential
- Previous experiencing on managing a reception team
- Organising rota's
- Staff meetings/one to ones.
Desirable
- Experience working within a GP Practice
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name: [Employer hidden — view at passion-project.co.uk]
Address: 100 Milking Bank, Dudley, West Midlands, DY1 2TY
Employer's website: http://www.castlemeadowssurgery.nhs.uk/
Employer details
Employer name: [Employer hidden]
Address: 100 Milking Bank, Dudley, West Midlands, DY1 2TY
Employer's website: http://www.castlemeadowssurgery.nhs.uk/
Employer contact details
For questions about the job, contact:
Practice Manager
Jodie Jones
[contact hidden]
[contact hidden]
Details
Date posted: 18 April 2026
Pay scheme: Other
Salary: Depending on experience
Contract: Permanent
Working pattern: Part-time
Reference number: A0807-26-0002
Job locations: 100 Milking Bank, Dudley, West Midlands, DY1 2TY
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