Reception Manager in Arundel

We are seeking a motivated and experienced Reception Manager to support the day‑to‑day leadership of our reception team, ensuring the delivery of an efficient, responsive and patient‑focused service across our two‑site Practice.

This is an excellent opportunity for an individual with strong leadership, organisational and communication skills to play a key role in the smooth operation of our busy GP practice. The successful candidate will provide visible leadership to the reception team, supporting staff development and ensuring that all patient interactions – whether face‑to‑face, by telephone or online – are managed professionally, efficiently and with compassion, and in line with Practice policies and expectations.

Main Duties

• Provide day‑to‑day leadership of the Reception Team.
• Act as a role model, promoting excellent customer service and patient care.
• Prepare and manage staff rotas, ensuring adequate cover.
• Coordinate annual leave, sickness absence, appraisals and performance management.
• Support the Management Team with daily operations.
• Assist with recruitment, induction, training and development of reception staff.
• Monitor performance and support staff to achieve objectives.
• Promote a positive, supportive and inclusive workplace.
• Identify opportunities to improve processes and patient experience.
• Ensure reception procedures are followed consistently and in line with practice policies.
• Oversee the day‑to‑day operations of the reception team ensuring staff meet their responsibilities.
• Maintain consistent standards, professionalism and excellent patient service across all reception functions.
• Monitor patient flow and telephone demand and redistribute workloads where required.
• Prepare and manage reception rotas ensuring appropriate staffing levels are maintained.
• Manage appointment system changes ensuring leave absence and staffing changes are accurately reflected.
• Coordinate home visit requests in accordance with practice procedures.
• Manage incoming deliveries ensuring compliance with relevant procedures including cold chain requirements.
• Maintain a clean, organised and effective reception and administrative environment.
• Line‑manage reception staff providing leadership, guidance, support and direction.
• Conduct regular one‑to‑one meetings, appraisals and performance reviews.
• Monitor staff performance and service standards, including call quality where appropriate.
• Address issues relating to professionalism, conduct, communication and patient interactions.
• Manage attendance concerns and support timely resolution where appropriate.
• Promote a positive, supportive and collaborative working environment.
• Identify and resolve team concerns and interpersonal difficulties promptly and professionally.
• Coordinate temporary staffing arrangements to support service delivery during periods of leave or absence.
• Ensure mandatory training requirements are completed and remain up to date.
• Deliver and coordinate induction training and ongoing development for new and existing staff.
• Maintain training records and support competency development across the reception team.
• Provide coaching, mentoring and development opportunities for reception staff.
• Maintain the highest standards of confidentiality and information governance at all times.
• Review, update and ensure adherence to reception and administrative policies, procedures and standard operating procedures.
• Ensure compliance with safeguarding governance and relevant legislation.
• Support audits, quality improvement initiatives and service development activities.
• Promote appropriate use of escalation pathways and support effective decision making.
• Act as a focal point for patients, providing initial guidance regarding complaints, promoting patient feedback, supporting enhanced services and developing efficient systems; maintain relationships with external organisations supporting fire safety, visitor management and health and safety requirements.

Wider Responsibilities

• Prepare meeting agendas and record meeting notes where required.
• Work collaboratively with the Patient Participation Group.
• Participate in audits, management meetings and service improvement activities.
• Attend relevant internal and external meetings.
• Promote shared learning, continuous improvement and best practice across the organisation.
• Encourage staff engagement in service development and quality improvement initiatives.

Working Hours

• 37.5 hours per week on a rotating shift pattern: 8:00 am–4:00 pm or 10:30 am–6:30 pm.
• The successful candidate must be able to work both shift patterns.

Qualifications

• Good standard of education including Maths and English GCSE Grade C or above or equivalent qualification.
• AMSPAR Level Three Medical Administration qualification (desirable).
• NVQ Level Two in Health and Social Care (desirable).
• Leadership or management qualification (desirable).

Experience

• Previous supervisory or management experience.
• Experience of rota management and workforce planning.
• Experience of performance management.
• Experience of staff appraisal and development.
• Experience within a healthcare, GP practice or NHS setting.
• Experience of working with the general public.
• Experience of administrative duties.
• Experience of successfully delivering projects and service improvements.
• Experience of health and safety requirements within a workplace.
• Experience of chairing meetings and preparing agendas and meeting notes.

Skills and Knowledge

• Excellent verbal and written communication skills.
• Competent in the use of Microsoft Office and Outlook.
• Strong organisational and time management skills.
• Ability to work independently and as part of a team.
• Ability to use initiative, discretion and sound judgement.
• Effective problem‑solving and decision‑making skills.
• Ability to remain calm and professional under pressure.
• Ability to build positive working relationships.
• High levels of integrity, professionalism and confidentiality.
• Flexible, cooperative and motivated approach.
• Ability to motivate and support staff.
• Understanding of safeguarding responsibilities.
• Ability to work within policies, procedures and regulatory requirements.
• Ability to exploit and negotiate opportunities to enhance service delivery.
• Strategic and solutions‑focused approach.
• Ability to identify opportunities to improve service delivery.
• Ability to demonstrate personal accountability, emotional resilience and the ability to work well under pressure.
• Ability to work to key policies and procedures.

Other Requirements

• Enhanced Disclosure and Barring Service check.
• Occupational Health clearance.

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 to check for any previous criminal convictions.

Competitive, dependent on experience.