Job summary
We are looking for an experienced, confident and proactive Front of House Team Leader (Band 4) to join our team at the brand-new Slough Community Diagnostic Centre (CDC).
This is an exciting opportunity to play a key leadership role in a modern, innovative facility that will transform access to diagnostic services for our local community.
As the Front of House Team Leader, you will oversee the day-to-day delivery of a high-quality, welcoming and efficient concierge service.
You will supervise and support the Front of House team, ensuring outstanding patient experience from the moment individuals arrive.
Working closely with clinical and operational teams, you will help maintain smooth patient flow, resolve issues promptly, and uphold the highest standards of professionalism and customer care.
This post forms part of the NHS 10-year plan to bring healthcare closer to the community, improving early diagnosis, enhancing patient outcomes, and creating more accessible services for local people.
It is an exciting time to step into this leadership role as we establish new ways of working within a state-of-the-art facility.
Main duties of the job
To lead and coordinate the front-of-house team at Slough CDC, ensuring a consistently high standard of patient experience, safety, and accessibility.
The post holder will act as a visible leader, ensuring the team provides a warm and professional welcome, supports patient flow, and champions inclusion and health equity.
A key element of this role is to act as a Health Inclusion Champion, promoting access for individuals who may face barriers to care (such as homelessness, language barriers, disability, or low health literacy) and linking them to appropriate Trust and community support.
About us
Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.
Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.
We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.
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Job description
Job responsibilities
Leadership & Team Coordination
- Line manage and supervise the Band 2 Concierge staff, ensuring effective rota coverage and workload allocation.
- Provide day-to-day leadership, mentoring, and support to the team.
- Oversee standards of patient interaction, ensuring a welcoming, inclusive, and efficient environment.
- Support recruitment, induction, and ongoing training of staff.
- Undertake appraisals, monitor attendance, and address performance issues in line with Trust policies.
Operational Responsibilities
- Ensure smooth operation of front-of-house services across all diagnostic areas.
- Liaise closely with clinical and administrative teams to coordinate patient flow and minimise waiting times.
- Oversee patient check-in, wayfinding, and support processes.
- Manage the appearance and safety of reception and waiting areas.
- Escalate operational issues or risks to the CDC Operations Manager promptly.
Health Inclusion & Patient Advocacy
- Act as the Health Inclusion Champion for the CDC, ensuring equitable access for underserved and vulnerable patients.
- Build relationships with community partners, including homelessness services, voluntary sector groups, and primary care.
- Identify patients requiring additional support (e.g. language assistance, safeguarding, accessibility) and coordinate appropriate interventions.
- Promote awareness and training within the CDC team on inclusion, safeguarding, and culturally sensitive communication.
- Support delivery of the Neighbourhood Health Programme objectives within the CDC.
Data & Service Improvement
- Maintain records of daily patient activity, using Epic and ICE. Monitoring attendance, and feedback.
- Collate and report data on patient experience and equality of access.
- Participate in audits and contribute to service improvement initiatives.
- Support development of processes to improve patient experience and reduce barriers to access.
Governance & Compliance
- Ensure the team complies with Trust policies, including safeguarding, confidentiality, infection prevention and control, and data protection.
- Be familiar with emergency procedures, including fire, major incident, and security protocols.
- Attend relevant meetings, training, and development sessions.
Job description
Job responsibilities
Leadership & Team Coordination
- Line manage and supervise the Band 2 Concierge staff, ensuring effective rota coverage and workload allocation.
- Provide day-to-day leadership, mentoring, and support to the team.
- Oversee standards of patient interaction, ensuring a welcoming, inclusive, and efficient environment.
- Support recruitment, induction, and ongoing training of staff.
- Undertake appraisals, monitor attendance, and address performance issues in line with Trust policies.
Operational Responsibilities
- Ensure smooth operation of front-of-house services across all diagnostic areas.
- Liaise closely with clinical and administrative teams to coordinate patient flow and minimise waiting times.
- Oversee patient check-in, wayfinding, and support processes.
- Manage the appearance and safety of reception and waiting areas.
- Escalate operational issues or risks to the CDC Operations Manager promptly.
Health Inclusion & Patient Advocacy
- Act as the Health Inclusion Champion for the CDC, ensuring equitable access for underserved and vulnerable patients.
- Build relationships with community partners, including homelessness services, voluntary sector groups, and primary care.
- Identify patients requiring additional support (e.g. language assistance, safeguarding, accessibility) and coordinate appropriate interventions.
- Promote awareness and training within the CDC team on inclusion, safeguarding, and culturally sensitive communication.
- Support delivery of the Neighbourhood Health Programme objectives within the CDC.
Data & Service Improvement
- Maintain records of daily patient activity, using Epic and ICE. Monitoring attendance, and feedback.
- Collate and report data on patient experience and equality of access.
- Participate in audits and contribute to service improvement initiatives.
- Support development of processes to improve patient experience and reduce barriers to access.
Governance & Compliance
- Ensure the team complies with Trust policies, including safeguarding, confidentiality, infection prevention and control, and data protection.
- Be familiar with emergency procedures, including fire, major incident, and security protocols.
- Attend relevant meetings, training, and development sessions.
Person Specification
Experience
Essential
- Previous reception duties
- Customer Care/dealing with the public face to face
- Experience of team management
Skills and Knowledge
Essential
- Flexible -able to work on own initiative and within a team
- Ability to work to deadlines
- Ability to prioritise workload
- Quick thinking. Ability to respond to quick changing environment
Qualifications
Essential
- GCSE Maths and English or equivalent
Person Specification
Experience
Essential
- Previous reception duties
- Customer Care/dealing with the public face to face
- Experience of team management
Skills and Knowledge
Essential
- Flexible -able to work on own initiative and within a team
- Ability to work to deadlines
- Ability to prioritise workload
- Quick thinking. Ability to respond to quick changing environment
Qualifications
Essential
- GCSE Maths and English or equivalent
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.
