Reception Lead

Job Summary We are looking for an organised, confident and motivated Reception Lead to join our friendly team at Hughenden Valley Surgery. This is an exciting opportunity for someone with strong people skills and a passion for delivering excellent patient care. As the first point of contact for many of our patients, the reception team plays a vital role in the smooth running of the practice, and we are seeking a proactive leader who can support, guide and develop the team. The Reception Lead will ensure that reception services are delivered to a high standard, contribute to the continuous improvement of processes, and help maintain a positive, patient‑focused environment. You will work closely with the Practice Manager and clinical team, acting as a key link between patients, admin staff and clinicians. This role is ideal for someone who enjoys problem‑solving, thrives under pressure and is committed to providing a high‑quality service. We offer a supportive, collaborative working environment with opportunities for training, development and progression. About Us Hughenden Valley Surgery is a friendly, well‑established GP practice committed to delivering safe, effective and compassionate patient care. We pride ourselves on being a supportive and collaborative team, with a strong focus on quality improvement, patient experience and staff development. Our practice serves a diverse local community and works closely with multidisciplinary colleagues to ensure patients receive timely and appropriate care. We encourage a culture of openness, learning and continuous improvement. All staff are supported through a comprehensive induction, ongoing training opportunities and regular supervision. We promote the values of Equality, Diversity & Inclusion, and maintain high standards of confidentiality, professionalism and patient safety in everything we do. Details Date posted: 02 December 2025 Pay scheme: Agenda for change Band: Band 4 Salary: £13.50 an hour Contract: Permanent Working pattern: Full‑time, Part‑time, Flexible working Reference number: A4113‑25‑0003 Job locations: Valley Road, Hughenden, High Wycombe, Buckinghamshire, HP14 4LG Job Description The Reception Lead is responsible for the effective day‑to‑day management and direction of the reception team at Hughenden Valley Surgery. The post holder will ensure that all reception and patient‑facing services are delivered professionally, efficiently and in line with practice policies, operational needs and patient expectations. The role supports the Practice Manager in maintaining high standards of service delivery, staff development, patient flow, communication and continuous improvement. Primary Responsibilities Oversee the reception services of the practice, ensuring staff deliver a high‑quality, patient‑centred service. Line‑manage the reception team, including support, supervision, guidance and staff development. Complete staff appraisals, probation reviews and performance discussions. Identify training needs and facilitate or deliver training as required. Compile, monitor and manage the reception rota to ensure safe staffing levels. Review, update and implement reception processes and procedures. Support the management team with practice reporting, audits and development plans. Develop and embed efficient reception processes in line with best practice and legislation. Maintain an effective appointment system for all services. Act as the focal point for communication between reception, admin and clinical teams. Coordinate temporary reception cover during periods of annual leave or sickness. Provide initial advice and support to patients wishing to raise concerns or complaints. Act as building fire marshal, ensuring evacuation lists and visitor logs are accurate and up‑to‑date. Support triage processes, urgent patient flow and appointment coordination during busy periods. Secondary Responsibilities Assist with onboarding, training and mentoring new reception staff. Support practice audits, data quality checks and recall processes (including long‑term condition reviews and vaccination campaigns). Participate in practice‑led initiatives such as flu clinics, health campaigns and patient education events. Contribute to the improvement of practice procedures, policies and service standards. Undertake any additional duties delegated by management to support the smooth daily operation of the practice. General Responsibilities Confidentiality – All employees must maintain strict confidentiality of patient and staff information in line with GDPR and practice policy. Equality, Diversity & Inclusion (ED&I) – The post holder must act in ways that support equality, dignity and respect for all patients and colleagues. Quality & Continuous Improvement (CI) – Actively participate in quality improvement activities, identifying opportunities to enhance patient care, safety and service delivery. Learning & Development – Complete mandatory training and participate in personal and team development activities. The post holder may be required to undertake additional training relevant to the role. Service Delivery – Ensure all work is carried out in accordance with practice protocols and regulatory requirements. Professional Conduct – Demonstrate professionalism, reliability and positive behaviour at all times, representing the practice appropriately to patients and external partners. Scope and Flexibility – This job description may be amended following consultation to meet the evolving needs of the practice. The post holder may be required to undertake additional duties to support efficient practice operations. Person Specification – Qualifications Essential Educated to A‑level or equivalent, or able to demonstrate relevant experience. GCSE English (grade C/4 or above). Strong IT skills, including use of Microsoft Office and Outlook. Experience working with the general public. Experience of administrative duties. Excellent written and verbal communication skills. Ability to work both independently and as part of a team. Strong organisational and time‑management skills. Ability to follow policies, procedures and protocols. High level of accuracy and attention to detail. Desirable AMSPAR qualification. NVQ Level 2 or 3 in Health and Social Care. Experience working in a healthcare setting. Experience supervising or leading a team. Experience providing staff training or appraisals. Experience using EMIS Web. Experience managing rotas. Experience with audits, data quality or recall systems. Previous work in a GP surgery or primary care environment. Person Specification – Experience Essential Experience of working with the general public. Experience of administrative duties in a busy environment. Experience of handling challenging or sensitive situations. Experience of working as part of a team. Experience of using IT systems such as email, calendars and basic data entry. Experience of managing a busy workload and prioritising tasks. Experience of providing customer service in person and over the phone. Desirable Experience of working in a GP surgery or primary care environment. Experience of supervising or leading staff. Experience of training or mentoring colleagues. Experience of using EMIS Web.Experience of managing staff rotas. Experience of supporting audits, data quality work or patient recall systems. Experience of handling patient complaints or complex enquiries. Experience of working in a healthcare administration setting. Person Specification – Skills and Personal Qualities Essential Good interpersonal and communication skills. Excellent customer service skills. Ability to remain calm and professional under pressure. Strong organisational and planning skills. Ability to use initiative and make decisions within scope of role. Ability to work independently and as part of a team. High level of accuracy and attention to detail. Ability to handle confidential information appropriately. Polite, patient and empathetic manner. Flexible and adaptable approach to work. Desirable Experience managing difficult or distressed patients. Ability to train, mentor or support colleagues. Problem‑solving and analytical skills. Forward‑thinking and proactive attitude. Ability to contribute to service improvement. Conflict resolution skills. Understanding of primary care processes and patient pathways. 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: Hughenden Valley Surgeies Address: Valley Road, Hughenden, High Wycombe, Buckinghamshire, HP14 4LG Employer's website: https://www.ourpractice.co.uk #J-18808-Ljbffr