Lead Receptionist

A renowned private clinic on Harley Street with a very friendly and sociable team of people is looking for a Lead Receptionist to lead their reception team, and deliver an exceptional patient experience across all front of house areas within the clinic.

They are a close knit hardworking team and there is huge scope for progression there as well as fantastic benefits.

This role ensures the smooth running of daily reception operations, driving high performance within the team, maintaining consistent standards, and serving as the key link between the reception function and senior management. The Head of Reception will oversee workflow, service delivery, team development, and the professional presentation of the clinic environment.

This role requires:

Leadership & Team Management

• To lead, support, and manage the Reception Team, promoting a high-performance culture.
• To hold regular 1:1s, team meetings, and coaching sessions to ensure clarity, communication, and effectiveness.
• To provide real-time guidance to the team, ensuring all reception tasks are completed accurately and on schedule.
• To support recruitment, onboarding, and ongoing training of team members.
• To conduct probation reviews, performance appraisals, and address underperformance confidently and constructively.

Operational Excellence

• To ensure the reception desk and waiting areas are always calm, organised, and well-presented.
• To manage daily operations, ensuring appropriate staffing levels, shift coverage, and adherence to clinic protocols.
• To drive efficiency in patient flow, appointment management, waiting room organisation, and communication between clinical teams and reception.
• To oversee the maintenance and accuracy of patient records, invoicing, administrative documentation, and compliance with clinic policies.

Communication & Coordination

• To act as the primary liaison between management and the reception team, ensuring clear, timely communication of updates, changes, and expectations.
• To work closely with other departments (Optometry, Surgery, Technicians, Admin, and Management) to ensure seamless coordination and exceptional patient care.
• To represent the Reception Team at HOD meetings, raising department issues, suggestions, and improvements.

Performance & Service Standards

• To drive service excellence, ensuring patients receive a warm, professional experience from arrival to departure.
• To monitor team performance, service levels, punctuality, and adherence to clinic standards.
• To analyse workflow challenges and implement service improvements or training where necessary.
• To maintain and update policies, procedures, checklists, and training resources for the reception function.

Personal Attributes

• Highly self-motivated and proactive, with the ability to anticipate the needs of the clinic.
• Able to manage multiple competing priorities in a high-pressure environment.
• Strong understanding of customer behaviour and the ability to adapt communication styles accordingly.
• Calm, compassionate, and professional at all times when dealing with patients and colleagues.
• Open to change and personal development, with the desire to consistently improve processes and performance.

PERSONAL REQUIREMENTS

• Minimum 3–4 years' experience in reception or administrative roles, ideally within a medical, clinical, or hospitality environment.
• At least 1–2 years of team leadership or supervisory experience.
• Excellent verbal and written communication skills.
• Strong organisational skills and attention to detail.
• Competent using databases, email, Word, Excel, and general administrative systems.
• Confident problem-solving ability with a calm and solutions-focused mindset.
• Professional presentation and patient-facing experience essential.

This is a wonderful working environment where you will be supported. There is progression potential and lots of benefits.

The salary is around £40-45K (potentially flexible for the right person).

We are expecting a high volume of applicants so please send your application ASAP to avoid missing out on this great role.

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