Reception Team Leader

Job Overview

We are looking to recruit an individual for a dual role as a Receptionist and a Team Leader. The postholder will be a key member of the reception team and will be responsible for providing an efficient reception function.

Working hours: 40 hours per week, Monday to Thursday, 8am-18:30pm.

We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 7 GP practices and 8 sites, all in the Bradford area. We are a friendly, enthusiastic and hard‑working team with opportunities for career progression and will provide support and development for anyone demonstrating capability, enthusiasm, commitment and a strong work ethic.

Responsibilities

• Day‑to‑day management of the hub ensuring fair distribution of workflow and efficient, speedy responses to patients.
• Manage the hub staff rota, organisation of holiday and sick leave cover, provision of training and support to the Patient Service Manager/Assistant Patient Service Manager.
• Oversee the day‑to‑day function of a central hub phone system for managing calls from the 3 participating practices, problem‑solving and ensuring its smooth running.
• Use telephone software to profile call volumes and staffing levels, working with staff to reduce variation in how they deal with calls and how the team functions overall on calls.
• Train and supervise staff to ensure they are working to agreed protocols around the booking of appointments, managing prescription requests and customer service standards.
• Help develop the reception team with care navigation, encouraging implementation within each call.
• Manage the reception staffing rota ensuring cover at the front desks in each of the 3 sites and within the hub, and organise cover for annual leave and sickness.
• Work closely with PSM & APSM and patient liaison staff to ensure the hub reception systems and processes are patient‑friendly, efficient and constantly seek to improve both the patient and staff experience.
• Defuse and resolve complaints in a timely and considerate manner and support the PSM with management of formal complaints, ensuring implementation of the NHS complaints process at all times.

Benefits

• 5 weeks annual leave (pro rata for part‑time hours).
• Opportunities for career progression and support for personal development.

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