Deputy Reception Lead

The Reception Team Leader is responsible for overseeing the day-to-day operation of the practice reception services, ensuring the delivery of an efficient, professional and patient-focused service across all three of our sites. The role includes line managing and supporting reception staff, coordinating rotas and cover arrangements, delivering inductions and training, conducting team meetings and supporting staff performance and wellbeing. The postholder will support the reception lead to allocate daily tasks, monitor telephone and digital communication channels, maintain an effective appointment system and ensure reception procedures remain up to date. They will act as a key communication link between the Management Team and reception staff, providing guidance on best practice and acting as the first point of escalation for complex patient queries, sensitive conversations and verbal complaints. The role also involves ensuring compliance with confidentiality, data protection, information governance and Health & Safety requirements, alongside coordinating practice deliveries and ensuring compliance with cold chain procedures where applicable.