Job summary
Looking for a role where every day genuinely makes a difference? Step into a hands-on leadership position where you shape the very first impression patients have from the moment they walk through our doors, and the lasting experience they take with them when they leave.
As our Patient Welcome Team Leader, you'll be the calm, confident, proactive presence that keeps the entire front-of-house environment running like clockwork. Youll oversee everything from the energy at the reception desk to the smooth flow of the waiting room, ensuring patients feel reassured, supported, and cared for at every step. Whether youre guiding your team through a busy morning clinic, running daily huddles to keep everyone aligned, or carrying out full-site Health & Safety checks, your leadership will set the tone for the whole practice.
This is a role for someone who loves taking ownership and isnt afraid to roll up their sleeves. Youll support your team to shine by coaching, motivating, and empowering them, while also holding high standards of professionalism, accountability, and patient care. Your proactive approach will help prevent issues before they arise, improve processes, and create an environment where both staff and patients feel valued.
Youll also be the driving force behind maintaining a warm, visually welcoming practice space that reflects our values. From ensuring the reception areas stay tidy and inviting, to working with facilities and central teams to solve on-site challenges, youll play a huge role in making the practice feel like a place people genuinely want to be.
If you thrive in a dynamic environment, love supporting people, and want a leadership role where you can truly see the impact of your work every single day, then this role has your name all over it.
Main duties of the job
- Managing rotas, daily staffing, and smooth front-of-house operations
- Ensuring the practice always looks tidy, professional, and genuinely welcoming
- Running team meetings to keep communication flowing and morale high
- Being the on-site Health & Safety Officer - keeping everyone safe, compliant, and confident
- Collaborating with clinicians, support teams, and facilities to keep everything moving
- Spotting issues before they become problems and driving improvements
- Hosting our Patient Participation Groups and championing patient feedback
- Troubleshooting day-to-day IT or equipment issues (with central support on hand!)
- Being the role model by demonstrating bestpractice technique and professional conduct when taking vital observations
About us
Penrose Health is on a mission to deliver outstanding healthcare to every patient we serve.
We care for 75,000+ people across 9 sites in South East London, supported by a team of 200+ clinicians and staff. Our model is built on permanent, diverse teams, strong governance, and a clear focus on continuity, quality, and access.
We work closely with NHS partners to deliver a full range of services from routine checks to complex, long-term care backed by robust systems and a culture of continuous improvement.
We're proud to hold a CQC "Good" rating and consistently receive strong feedback from patients.
Learn more at penrosehealth.co.uk.
Job description
Job responsibilities
Purpose of the role
Youll lead the Patients Welcome Team, ensuring every patient receives a professional, efficient, and friendly experience from the moment they arrive.
This is a hands-on leadership role responsible for the smooth running of the reception and waiting areas, supporting front-line colleagues, and ensuring the site remains safe, compliant, and welcoming.
Youll oversee day-to-day operations at the front desk, manage your teams workload and rotas, maintain excellent standards of Health & Safety, and collaborate with clinical, non-clinical, and central teams to continually improve the patient experience.
Youll act as the on-site Health and Safety Officer and a key liaison between the practice, Facilities Management, and the Service Manager to ensure the site runs efficiently and reflects our values of compassion, professionalism, and teamwork.
Job description
Job responsibilities
Purpose of the role
Youll lead the Patients Welcome Team, ensuring every patient receives a professional, efficient, and friendly experience from the moment they arrive.
This is a hands-on leadership role responsible for the smooth running of the reception and waiting areas, supporting front-line colleagues, and ensuring the site remains safe, compliant, and welcoming.
Youll oversee day-to-day operations at the front desk, manage your teams workload and rotas, maintain excellent standards of Health & Safety, and collaborate with clinical, non-clinical, and central teams to continually improve the patient experience.
Youll act as the on-site Health and Safety Officer and a key liaison between the practice, Facilities Management, and the Service Manager to ensure the site runs efficiently and reflects our values of compassion, professionalism, and teamwork.
Person Specification
Skills
Essential
- Excellent leadership and communication skills.
- Ability to manage, motivate, and develop a small team.
- Strong organisational and time management skills.
- Confident handling competing priorities and fast-paced environments.
- Competent IT user, comfortable with clinical and administrative systems.
- Calm, professional approach when dealing with patients or staff.
Desirable
- Experience using EMIS or other healthcare software.
- Strong facilitation and meeting coordination skills.
Knowledge
Essential
- Understanding of confidentiality, data protection, and patient privacy.
- Awareness of NHS or healthcare operational standards.
- Knowledge of Health & Safety responsibilities in the workplace.
Desirable
- Understanding of patient engagement and feedback processes.
- Knowledge of infection control procedures.
Behaviours
Essential
- Patient-centred and service-focused.
- Reliable, proactive, and solution-oriented.
- Able to balance empathy with firmness when resolving issues.
- Takes ownership of site presentation, safety, and team standards.
- Collaborative and supportive across functions.
- Demonstrates flexibility and composure under pressure.
Desirable
- Seeks continuous improvement and encourages others to do the same.
- Contributes positively to wider practice culture and initiatives.
Qualifications
Essential
- GCSE (or equivalent) English and Maths.
Desirable
- Health & Safety, first aid, or management qualification.
Person Specification
Skills
Essential
- Excellent leadership and communication skills.
- Ability to manage, motivate, and develop a small team.
- Strong organisational and time management skills.
- Confident handling competing priorities and fast-paced environments.
- Competent IT user, comfortable with clinical and administrative systems.
- Calm, professional approach when dealing with patients or staff.
Desirable
- Experience using EMIS or other healthcare software.
- Strong facilitation and meeting coordination skills.
Knowledge
Essential
- Understanding of confidentiality, data protection, and patient privacy.
- Awareness of NHS or healthcare operational standards.
- Knowledge of Health & Safety responsibilities in the workplace.
Desirable
- Understanding of patient engagement and feedback processes.
- Knowledge of infection control procedures.
Behaviours
Essential
- Patient-centred and service-focused.
- Reliable, proactive, and solution-oriented.
- Able to balance empathy with firmness when resolving issues.
- Takes ownership of site presentation, safety, and team standards.
- Collaborative and supportive across functions.
- Demonstrates flexibility and composure under pressure.
Desirable
- Seeks continuous improvement and encourages others to do the same.
- Contributes positively to wider practice culture and initiatives.
Qualifications
Essential
- GCSE (or equivalent) English and Maths.
Desirable
- Health & Safety, first aid, or management qualification.
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 (formerly known as CRB) to check for any previous criminal convictions.
