Reception Team Leader

Are you a natural leader, passionate about delivering outstanding customer service and exceptional patient care?

If so, we have an exciting opportunity for you to become a vital part of our reception team at WellBN GP Practice in Brighton and Hove.

The Role:

As a Reception Team Leader, you will play a crucial role in leading and motivating our reception team to ensure the smooth operation of our clinics. You will act as the first point of contact for all staff and patients, handling queries efficiently and with empathy. Your responsibilities will include facilitating communication between teams, coordinating appointments, managing staffing levels, and handling complex enquiries and complaints.

Additionally, you will have the opportunity to contribute to the ongoing improvement of our systems and processes., · Serve as the primary contact for staff and clinicians, addressing urgent queries promptly.

· Facilitate clear communication between teams.

· Conduct induction and training for new reception staff, acting as a mentor.

· Coordinate daily clinic operations, ensuring appropriate appointment scheduling.

· Monitor workload pressures and adjust staffing levels as needed.

· Manage staffing shortages and ensure adequate cover.

· Handle complex patient enquiries and complaints.

· Continuously assess and improve systems, recommending changes as necessary.

· Manage general telephone enquiries from patients and other organizations.

· Liaise with primary care members and external agencies as required.

· Address simple IT problems and escalate complex issues to the GP IT department.

· Maintain professionalism within the team.

· Collaborate with the team manager and triage team to uphold patient experience standards as per WellBN policy.

We are looking for someone who is has a:

Can-do attitude and is supportive, willing to go the extra mile to provide excellent customer service.

A leader and a team player, you work well with others and will motivate and drive the team toward greater success. You have the ability to provide feedback to support performance improvement in your team.

A multitasker, with the ability to plan, organize, and prioritize work effectively.

You are adaptable and thrive in a rapidly changing work environment.

Resilient, approach challenges with a positive attitude, viewing setbacks as opportunities for growth rather than obstacles. You maintain a sense of optimism and determination, even in difficult circumstances.

You are empathetic and treat all individuals with dignity and respect, recognize and value diversity, and promote inclusivity by creating environments where everyone feels welcome, valued, and included., Your Application: If you are committed to providing high-quality care and have ideas for improving patient experiences, we want to hear from you! Whether you have previous experience in a primary care setting or are looking to develop your skills in healthcare, we encourage you to apply. If you require any adjustments during the recruitment process, please let us know, and we will accommodate your needs.

At WellBN, we are committed to transforming healthcare by putting creativity and community at the heart of our practice. Following the merger of two healthcare centers, we have become a diverse and innovative practice operating across three sites: Brunswick and Burwash in Hove, and Benfield in Portslade. With a patient population of 24,500, we pride ourselves on providing high-quality care to all, particularly focusing on disadvantaged populations. From hormone clinics to community outreach programs, we strive to make a positive impact on the health and wellbeing of our patients., Together, we can make a positive impact on the lives of our patients and communities.

What We Offer:

• A chance to join a company that values its employees and has its heart in the right place


• A community-driven, diverse, inclusive, and dynamic work culture


• Regular socials and companywide events


• Learning and development opportunities


• Market rate of pay at £12-13 ph


• Permanent; Full-time contract


• Flexible working hours: between 8am and 6.30pm, Monday to Friday


• 25 days of Holiday + 8 Bank Holidays (pro rata)


• NHS and/or Nest pension


• Employee assistance program


Diversity and Inclusion: At WellBN, we celebrate diversity and are dedicated to creating an inclusive workplace where everyone feels valued and supported. We welcome individuals from all backgrounds, gender identities, races, religions, national origins, sexual orientations, ability levels, and ages. Equal access to opportunities is not just a goal, but our commitment.