Reception Manager

Job Overview

We are seeking an organised, approachable and proactive Reception Manager to lead our reception team across our two GP surgery sites.

This is a key operational role responsible for ensuring both reception areas run efficiently and provide a welcoming, professional service to patients. You will manage reception rotas, coordinate staffing cover, support the team during busy periods and provide hands-on reception cover when required.

We are seeking candidates with at least 5 years’ experience working in a GP practice, ideally in a senior or higher‑level administrative position.

Working closely with the Practice Business Manager and Operations Manager, you will help maintain high standards of patient care, communication, confidentiality and day-to-day organisation across both sites.

You will oversee the day‑to‑day running of the administrative and reception teams, support patient access, coordinate rotas, manage data and lead governance processes, support trainees, and ensure high standards of safety, compliance and patient experience.

Duties

• Manage the day-to-day running of reception services across both GP surgery sites.
• Prepare and manage reception rotas, ensuring appropriate staffing levels at each location.
• Arrange cover for annual leave, sickness, training and other staff absences.
• Provide hands-on reception cover when required, particularly during busy periods or unexpected absences.
• Supervise, support and motivate reception staff, ensuring tasks are allocated fairly and completed effectively.
• Act as the first point of contact for reception staff requiring advice or support.
• Ensure patients receive a professional, helpful and compassionate service, whether in person or by telephone.
• Support the management of appointment systems, patient enquiries and administrative workflows.
• Help manage difficult situations, patient concerns and complaints appropriately, escalating matters when necessary.
• Monitor reception processes and identify opportunities to improve efficiency and the patient experience.
• Support the recruitment, induction and training of new reception team members.
• Ensure staff follow practice policies and procedures, including confidentiality, information governance and data protection requirements.
• Manage reception and general practice stock, monitor stock levels and place orders when required.
• Ensure reception areas at both sites remain organised, professional and appropriately supplied.
• Communicate effectively with clinical, administrative and management teams across both sites.
• Attend relevant meetings and contribute to the ongoing development of reception services.
• Act as the first point of contact for patient complaints and concerns, responding professionally and sensitively, resolving issues where possible and escalating formal or complex complaints to the management team when required.
• Maintain accurate records of complaints and concerns, ensuring they are managed in accordance with the practice complaints procedure and within the appropriate timescales.

Skills and Experience

• Previous experience in a GP surgery, healthcare or patient-facing environment is desirable.
• Experience supervising or managing a team.
• Strong organisational and rota-management skills.
• Ability to coordinate staff and services effectively across two locations.
• A flexible and hands-on approach, including a willingness to provide reception cover when needed.
• Excellent communication and interpersonal skills.
• A calm, professional and compassionate manner when supporting patients and staff.
• Ability to manage competing priorities and remain effective under pressure.
• Good IT skills and confidence using clinical or administrative systems.
• Understanding of patient confidentiality, data protection and information governance.
• Experience managing stock, supplies or ordering processes.
• Ability to address difficult situations professionally and sensitively.
• A positive approach to teamwork, service improvement and change.

This is an excellent opportunity for an experienced reception professional to take a leading role within a busy GP practice. You will play an important part in supporting our reception team and ensuring patients receive a consistent, efficient and welcoming service across both surgery sites.

Salary: Whole-Time Equivalent (WTE), dependent on experience (DOE).

Pay: £26,000.00-£30,000.00 per year

Benefits:

• Company pension

Work Location: In person