The Reception Manager/Team Leader leads reception and administrative services at Stourside Medical Practice, reporting to the Lead GP and working with the Practice Manager. The post combines hands-on work with team leadership, rota and appointment-system oversight, and responsibility for safe, consistent patient access. It also covers staff development, governance, service improvement and operational issues across the practice. The role works five days a week, Monday to Friday, with remote oversight of weekend and evening clinics; GCSE English and Maths, right to work and DBS and occupational health clearance are required, and sponsorship is unavailable.
What the job involves
- Lead, line manage and develop reception staff, including recruitment, induction, performance and absence management, appraisals, training, wellbeing and succession planning
- Oversee the daily running of reception and administrative services, working hands-on alongside the team
- Coordinate clinical and administrative rotas, staffing levels and effective cover
- Maintain and improve workflows and systems for appointments, results and task management; monitor access, call handling and patient feedback
- Oversee deliveries and cold-chain compliance, stock, equipment and room readiness; act as fire marshal and uphold safety procedures
- Escalate operational, patient-safety and service-delivery issues; handle patient concerns and complaints in line with policy
- Support administrative delivery of QOF and Enhanced Services
- Maintain confidentiality and data protection, review reception policies, and ensure compliance with safeguarding, health and safety and organisational requirements
- Contribute to audits, clinical governance, access planning and wider practice improvement
- Deputise for the Practice Manager where appropriate; attend management and external meetings, and prepare agendas and minutes where required
- Support the practice website, communication platforms and Patient Participation Group; use patient feedback to improve services
- Liaise with Dudley IT on IT issues and NHSPS on building issues
Qualifications
- GCSE Maths and English at Grade C/Level 4 or equivalent
Experience
- Management or supervisory experience in a busy, high-pressure environment, including supervising or managing a team
Skills & knowledge
- Excellent communication and interpersonal skills; able to lead, motivate and support a team
- Strong organisation, problem-solving and workload‑prioritisation skills
- Able to implement and maintain systems and processes
- Confident decision-maker with sound judgement
- Professionalism, integrity and resilience; an authentic, supportive leadership style and confidence to challenge constructively
- Understanding of confidentiality, safeguarding and governance; able to drive improvement and manage change
Checks & eligibility
- Right to work in the UK; sponsorship is unavailable
- DBS check
- Occupational health clearance
Other
- Comfortable working in a hands‑on operational role
- Work five days a week, Monday to Friday, with remote oversight of weekend and evening clinics
Nice to have
- AMSPAR Level 3
- Leadership or management qualification
- Primary care experience
- Experience in staff development and appraisal
- Clinical coding experience
- Administrative experience
- Experience with clinical systems such as EMIS, DocMan or AccRx
- Experience in data quality
Reception Manager/ Team Leader in Halesowen employer: Stourside Medical Practice
Stourside Medical Practice is an excellent employer, offering a supportive and collaborative work environment in the heart of Halesowen. With a focus on employee growth, we provide opportunities for training and development, alongside attractive benefits such as 30 days annual leave and enhanced pay for extended shifts. Our modern health centre fosters a culture of teamwork and innovation, making it an ideal place for dedicated professionals to thrive in their careers while serving a diverse patient community.
Contact Details:
Stourside Medical Practice Recruitment Team
