Job summary

Are you looking for the next step in your general practice career? Or maybe you are an experienced team leader looking for a new challenge? This is an exciting opportunity for the right candidate to take a senior position in our Health Care Navigation team.

Oakmeadow Surgery are looking for a full-time Reception Team Leader. The desirable candidate should have a experience of working in general practice, using Systm1, QOF management, good IT skills and the ability to support the Reception team.

In this position you will work closely with the management team to ensure the smooth and efficient running of the Reception Services offered by the Practice. We aim to provide our patients with the best care on each contact with the surgery and we are looking for an individual that shares that takes pride in the service they provide.

This opportunity is open to full-time hours; however, flexibility is essential. This role will be offered on a weekly rota basis covering the core hours of 8:00am 6:30pm, and as our practice offers extended opening hours, the occasional morning surgery from 7:00am.

You will be joining a friendly and experienced team We offer good career progression and opportunities to further enhance your skills with guaranteed in-house training and support.

A competitive salary will be offered, reflecting the successful candidates qualifications and relevant experience.

Main duties of the job

The following are the core responsibilities of the role:

• Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities
• Acting as the communication link between the partners, management team and staff
• Conduct inductions for new receptionists, organise ongoing training, lead team meetings, and support staff wellbeing and performance reviews
• Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
• Compiling reception staff rotas
• Reviewing and updating all reception procedures as required
• Allocate daily tasks, monitor phone queue performance and digital incoming mailboxes
• Maintain an effective appointment system
• Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice
• Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences
• Update the appointment system to reflect leave and other approved absences
• Act as the first point of escalation for complex patient queries, sensitive conversations, or verbal complaints.
• Ensure compliance with patient confidentiality, data protection, information governance, and Health & Safety standards within the reception area
• Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary

About us

Oakmeadow Surgery is a friendly and forward-thinking GP practice based in Glenfield, committed to providing excellent, compassionate and personalised NHS care to our patients. We pride ourselves on creating a welcoming and supportive environment where patients feel valued and our team works together to deliver high-quality care.

Our practice is built on a strong ethos of teamwork, respect and continuous improvement. We embrace innovation and the use of technology to improve patient access, enhance the patient experience and support the delivery of safe, effective and efficient care.

As a busy and evolving practice who work collaboratively to meet the diverse needs of our patient population. We believe that every member of staff plays an important role in the patient journey, and we value individuals who share our commitment to kindness, professionalism, integrity and excellent customer service.

We are also proud to be a training practice, supporting the development of GP registrars, medical students and trainee pharmacists. Education and professional development are important parts of our practice, and we value the opportunity to share knowledge, encourage learning and help develop the next generation of healthcare professionals.

We are looking for people who are enthusiastic, adaptable and passionate about making a positive difference to the lives of our patients.

Details

Date posted

13 October 2026

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

A5857-26-0001

Job locations

Oakmeadow Surgery

Oakmeadow Surgery

Leicester

Leicestershire

LE3 8NF

United Kingdom

Job description

Job responsibilities

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. 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 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 Partners, 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.

Job description Job responsibilities 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. 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 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 Partners, 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.

Person Specification

Communication Skills

Essential

• Excellent verbal and written communication skills. Ability to communicate professionally with patients, colleagues and external organisations.

Desirable

• Experience managing sensitive conversations, resolving conflicts and responding to patient complaints.

Patient Care and Customer Service

Essential

• A professional, approachable and patient-focused manner. Ability to handle challenging situations with empathy, discretion and patience.

Desirable

• Experience supporting patients with complex queries or additional communication needs.

Confidentiality and Compliance

Essential

• Understands the importance of confidentiality, data protection, information governance and maintaining professional boundaries.

Desirable

• Knowledge of NHS policies, Health & Safety requirements and cold chain procedures.

Leadership and Management

Essential

• Ability to lead, motivate and support a team. Able to delegate tasks, manage workloads and address performance concerns appropriately.

Desirable

• Experience conducting appraisals, staff inductions, team meetings and training.

Qualifications

Essential

• The successful candidate must have a minimum of five GCSEs at grades AC, or equivalent, including English and Maths.

Desirable

• A relevant qualification in leadership, management or customer service would be desirable.

Experience

Essential

• Experience working in a busy reception, administration or customer service environment. Previous experience supporting or supervising staff.

Desirable

• Experience working in general practice or an NHS healthcare setting. Experience line managing a team and coordinating staff rotas.

IT Skills

Essential

• Confident using computer systems, email and Microsoft Office applications. Able to learn new systems and processes quickly.

Desirable

• Experience using SystmOne, AccuRx or other NHS primary care clinical systems.

Person Specification Communication Skills Essential Excellent verbal and written communication skills. Ability to communicate professionally with patients, colleagues and external organisations. Desirable Experience managing sensitive conversations, resolving conflicts and responding to patient complaints. Patient Care and Customer Service Essential A professional, approachable and patient-focused manner. Ability to handle challenging situations with empathy, discretion and patience. Desirable Experience supporting patients with complex queries or additional communication needs. Confidentiality and Compliance Essential Understands the importance of confidentiality, data protection, information governance and maintaining professional boundaries. Desirable Knowledge of NHS policies, Health & Safety requirements and cold chain procedures. Leadership and Management Essential Ability to lead, motivate and support a team. Able to delegate tasks, manage workloads and address performance concerns appropriately. Desirable Experience conducting appraisals, staff inductions, team meetings and training. Qualifications Essential The successful candidate must have a minimum of five GCSEs at grades AC, or equivalent, including English and Maths. Desirable A relevant qualification in leadership, management or customer service would be desirable. Experience Essential Experience working in a busy reception, administration or customer service environment. Previous experience supporting or supervising staff. Desirable Experience working in general practice or an NHS healthcare setting. Experience line managing a team and coordinating staff rotas. IT Skills Essential Confident using computer systems, email and Microsoft Office applications. Able to learn new systems and processes quickly. Desirable Experience using SystmOne, AccuRx or other NHS primary care clinical systems.

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

Oakmeadow Surgery

Address

Oakmeadow Surgery

Oakmeadow Surgery

Leicester

Leicestershire

LE3 8NF

United Kingdom

Employer's website

https://www.oakmeadowsurgery.org.uk/ (Opens in a new tab)

Employer details

Employer name

Oakmeadow Surgery

Address

Oakmeadow Surgery

Oakmeadow Surgery

Leicester

Leicestershire

LE3 8NF

United Kingdom

Employer's website

https://www.oakmeadowsurgery.org.uk/ (Opens in a new tab)