Lead Receptionist


Company:	NHS Jobs
Salary:	£15 to £17 an hour
Hours:	Full-time
Location:	London, N19 5BZ
Job type:	Permanent
Posting date:	28 Sept 2026
Closing date:	12 Oct 2026

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Summary

Job Summary The Lead receptionist is responsible for the leadership, organisation and continuous improvement of reception and administrative services within the practice. The post-holder will ensure safe, efficient and patient-centred front-of-house operations, maintaining high standards of access, communication and service delivery. This role includes direct line management of the reception team, oversight of systems and processes, and responsibility for driving service improvements aligned with practice priorities. Given the level of access to confidential and sensitive information, the post-holder must maintain the highest standards of professionalism, integrity and confidentiality at all times. Primary Responsibilities Oversee the day-to-day running of reception and administrative services Lead on the coordination and optimisation of clinical and administrative rotas Always ensure appropriate staffing levels and effective cover Develop, implement and maintain efficient office processes and workflows Manage incoming deliveries, ensuring adherence to cold chain and relevant policies Act as fire marshall and ensure appropriate safety processes are followed Line manage all reception staff, including recruitment, induction, performance management and absence management Conduct staff appraisals and support ongoing development Identify and deliver training needs within the team Foster a positive, supportive and accountable team culture Lead on staff wellbeing, engagement and team cohesion initiatives Support delivery and optimisation of Enhanced Services and QOF-related administrative processes Develop, implement and review reception policies and procedures Act as first point of escalation for patient concerns and complaints, ensuring appropriate handling in line with policy Ensure compliance with safeguarding, health and safety, and organisational policies Promote confidentiality, information governance and data protection. Ensure patients are treated with dignity, respect and compassion. Assist with the development and review of reception policies and procedures. Minute practice meetings and service improvement initiatives. We are particularly interested in candidates who can demonstrate that they: Lead by example you are reliable, professional and someone colleagues can approach for support. Take ownership you are willing to take responsibility for problems and see things through to a resolution. Support others you enjoy helping colleagues develop and are comfortable providing constructive feedback. Communicate well you can adapt your communication style when dealing with patients, colleagues, clinicians and managers. Want to develop you are motivated to progress your career and are willing to develop the skills required to become an effective manager. Development opportunity We recognise that moving from a receptionist position into a leadership position is a significant step. The successful candidate will receive appropriate support from the Lead GP/Managing partner, with opportunities to develop their skills in: Team leadership and supervision Staff development and performance management Managing difficult conversations Recruitment and induction Workforce planning Service improvement Complaint handling Practice policies and procedures NHS and primary care requirements

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