Administration Team Leader – Reception/Front of House

Job summary

We are seeking an enthusiastic and motivated Admin Team Leader to join our busy and dynamic Outpatient Department, Queen Square at University College London Hospitals. You will play a key role in ensuring the smooth and efficient running of our front-of-house services, providing a professional, patient-centred reception experience, and leading a team of receptionists to deliver exceptional customer care.The post holder will be responsible for day-to-day supervision of the reception team, ensuring high standards of communication, confidentiality, and accuracy in all administrative duties. You will work closely with clinicians, administrative colleagues, and service managers to support the effective delivery of patient care.You will be an experienced administrator or receptionist with proven team leadership experience, ideally within a healthcare or customer service setting. You will have excellent organisational, communication, and interpersonal skills, with the ability to remain calm under pressure in a fast-paced environment.We value and promote diversity, equality and improving the working lives of all our staff in the workplace. We also operate a smoke free policy on all of our premises.

Main duties of the job

o Lead and supervise the reception team, ensuring a high-quality, professional, and welcoming service to all patients, visitors, and staff.o Manage daily staffing rotas, annual leave, and sickness absence to ensure adequate cover at all times.o Support the team with training, development, and appraisals.o Monitor and improve reception workflows to ensure efficiency and compliance with Trust policies.o Handle escalated patient queries or complaints promptly and professionally.o Maintain accurate patient information using relevant clinical and administrative systems (e.g. EPIC & Eptura Engage).o Work collaboratively with clinical and operational teams to resolve scheduling or communication issues.o Promote the Trust's values and contribute to a positive, inclusive, and supportive working environment.

About us

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:

University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)

National Hospital for Neurology and Neurosurgery

Royal National ENT and Eastman Dental Hospitals

University College Hospital Grafton Way Building

Royal London Hospital for Integrated Medicine

University College Hospital Macmillan Cancer Centre

The Hospital for Tropical Diseases

University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.