Barwell and Hollycroft Medical Centres

Senior Receptionist

The closing date is 24 April 2026

Job summary

The Senior Receptionist plays a key leadership role within the practice, overseeing the daytoday performance, development, and coordination of the reception team. This position is responsible for ensuring the delivery of a highquality, efficient, and patientfocused frontofhouse service, while maintaining compliance with practice protocols, clinical system standards, and operational targets.

Working closely with the Practice Manager, and other Senior Receptionist leads on team performance, staff development, workflow improvement, and service quality. The postholder acts as the first point of escalation for patient concerns, complex queries, and operational issues, ensuring swift resolution and maintaining a positive patient experience.

This role requires strong leadership capability, excellent communication skills, and a proactive approach to problemsolving, staff management, and service improvement.

Main duties of the job

Provide day-to-day supervision, guidance, support to the reception team across both sites, ensuring efficient and consistent service delivery. Lead on staff performance management, including appraisals, probation reviews, and performance discussions, overseeing induction, training, and ongoing development to maintain high standards and competency. Support recruitment, interviewing, onboarding new staff/apprentices. Monitor adherence to policies, protocols, workflows, and collaborate with the Senior Receptionist to manage rotas, annual leave, and staffing cover, including sickness and urgent changes.

Oversee daily reception operations, ensuring a calm, organised front desk environment. Manage appointments, home visit requests, and clinical communications in line with practice procedures. Maintain up-to-date knowledge of systems and processes, including registrations, prescribing, coding, and SystmOne workflows. Identify and implement improvements to enhance efficiency, patient flow, and team performance, while maintaining relevant policies and ensuring adequate resources.

Act as the main contact for clinicians on reception matters, resolving issues promptly. Handle complex patient enquiries and complaints, supporting staff in challenging situations and promoting excellent customer service. Ensure accurate and timely processing of patient information.

Undertake HR and governance duties, including return-to-work interviews, and supporting investigations.

About us

The Senior Receptionists work collaboratively as a pair across two sites but operate autonomously daytoday. You will be expected to make informed decisions to support staff, maintain service continuity, and ensure the smooth running of reception operations.

You will play a key role in shaping team culture, driving performance, and ensuring that changes and improvements are embedded effectively.

Date posted

14 April 2026

Pay scheme

Other

Salary

£14.14 an hour

Contract

Permanent

Working pattern

Full-time

Reference number

A5512-26-0000

Job locations

Barwell Medical Centre

55 High Street

Barwell

Leicester

LE9 8DS

Hollycroft Medical Centre

Hinckley

Leicestershire

LE10 0XN

Job description

Job responsibilities

Key Responsibilities

Leadership & Team Management

Provide daytoday supervision, support, and direction to the reception team across both sites.

Lead on staff performance management, including conducting reviews, appraisals, probation monitoring, and performance conversations.

Oversee the induction, training, and ongoing development of new and existing staff, ensuring consistent standards and competency.

Support the recruitment process for reception staff and apprentices, including shortlisting, interviewing, and onboarding.

Monitor adherence to practice policies, protocols, and workflows, ensuring consistent and highquality service delivery.

Work collaboratively with the other Senior Receptionist to plan staff rotas, coordinate annual leave, and ensure adequate cover across both sites.

Manage daytoday staffing issues, including sickness cover, urgent rota changes, and workload distribution.

Act as the main point of contact for clinicians regarding receptionrelated issues, ensuring effective communication and rapid problem resolution.

Operational Oversight

Ensure the smooth running of the front desk and reception operations, maintaining a calm and organised environment.

Oversee the management of appointments, home visit requests, and clinical messaging in line with practice policies.

Maintain uptodate knowledge of all reception processes, including registrations, repeat prescribing, coding, and SystmOne workflows.

Identify opportunities to improve efficiency, patient flow, and team performance, implementing changes in collaboration with management.

Update and maintain receptionrelated policies and procedures.

Ensure adequate facilities and resources are available for the reception team and associated services.

Patient Experience & Service Quality

Handle complex patient enquiries and act as the first point of escalation for verbal complaints or service concerns.

Support staff in managing challenging interactions, modelling professional and empathetic communication.

Promote a culture of excellent customer service and continuous improvement.

Ensure patient messages, requests, and clinical information are processed accurately and promptly.

HR & Governance Responsibilities

Conduct backtowork interviews, record performance concerns, and support initial HR investigations in line with practice procedures.

Maintain confidentiality and data protection standards at all times.

Ensure compliance with GDPR/IG requirements within reception workflows.

Support safeguarding responsibilities in line with practice policies.

Health & Safety, Equality & Quality

Promote and maintain a safe working environment, reporting risks and adhering to infection control procedures.

Support equality, diversity, and inclusion across the team and patient interactions.

Contribute to audits, quality improvement initiatives, and service development discussions.

Manage own workload effectively, demonstrating accountability and professionalism.

Person Specification

Essential

Minimum 5 years experience in General Practice OR NVQ Level 3 in Management & Leadership.

Proven experience supervising or leading a team.

Excellent communication, organisational, and problemsolving skills.

Ability to remain calm under pressure and support others to do the same.

Strong IT skills and confidence with clinical systems.

Excellent customer service and complainthandling skills.

Ability to train, mentor, and develop staff.

Desirable Knowledge

Repeat prescribing processes.

Medical coding and SystmOne searches.

GDPR / Information Governance.

NHS and General Practice operations.

Policies, protocols, and workflow management.

Leadership and management principles.

Strong working knowledge of SystmOne.

Working Expectations

You will play a key role in shaping team culture, driving performance, and ensuring that changes and improvements are embedded effectively.

Safeguarding Children and Adults:

Barwell and Hollycroft has a responsibility for, and is committed to, safeguarding and promoting the welfare of children, young people and adults at risk ensuring that they are protected from harm. The post holder will be expected to work in accordance with the Barwell and Hollycroft policy for Safeguarding Children and Adults at Risk.