Detailed Job Description And Main Responsibilities

As Reception Team Leader, you will be responsible for the day to day management and support of the Outpatients Reception Team, ensuring appropriate staffing levels are maintained, and operational priorities are delivered. Working closely with Reception Support Manager and Centralised Outpatient Services management team, you will provide leadership, guidance, and practical support to Receptionists, helping them deliver an excellent patient experience while meeting service objectives and performance targets.

You will play an important role in developing and supporting staff through training, coaching, and regular feedback, while promoting staff wellbeing, balanced workloads, and compliance with Trust policies and procedures, including DSE requirements. You will also support the management of complex queries, problem-solving, roster planning, and other administrative functions to ensure the smooth running of reception services.

Strong communication and interpersonal skills are essential, as you will work closely with patients, carers, clinical teams, and colleagues across multiple departments. You will also need to have a very high level of working experience on the Patient Administration System (PAS) and other digital systems to support service delivery.

You will be required to ensure reception processes, including patient check-in, check-out,, and appointment administration, are carried out accurately and consistently across all outpatient locations.

Centralised Outpatient Services at Southmead Hospital Operating Unit cover many outpatient locations in the Brunel Building, Cossham Hospital and other peripheral outpatient location.

Post holders may be required to work flexibly and rotate between locations to meet service needs.

Person Specification

Education/Training

Essential criteria

• Commitment to personal development
• Good general education including GCSE in Maths or English (or equivalent)

Desirable criteria

• Evidence of recent Leadership/Management programme

Work Experience

Essential criteria

• Experience of working under pressure and managing workload of a team with competing priorities
• Experience of working as part of a team in a multi-disciplinary environment

Desirable criteria

• Experience of supervising a team and associated HR management
• Experience of working in the NHS or similar organisation

Skills/Abilities/Knowledge

Essential criteria

• Evidence of leading meetings and taking appropriate notes
• The ability to work under pressure, within a busy environment, prioritise own workload

Desirable criteria

• High level skills and understanding in Waiting List Management and Data Validation

Personal Qualities

Essential criteria

• Confident and sympathetic when dealing with patients/staff
• Personal resilience

We hope that you will decide to join us and become part of this exciting journey, helping us to shape our future together.

Equal Opportunities Employer

As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application to ensure we’re meeting our pledge.

The Trust is committed to investing in and caring for all our staff. We will support you in maintaining and improving your health and wellbeing, as well as your career development through management and training support - developing exceptional people for exceptional careers.

BFT is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.

To comply with Part 7 of the Immigration Act 2016 all applicants must be able to speak fluent English to an appropriate standard which will be assessed at Interview.

If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system.

The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.

By applying for this post, you are agreeing to Bristol NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.

Please be aware of scams – unless specified above, we will only communicate with you via @recruit.trac.jobs or nhs.net e-mails and we will never ask you for any payments.

Important

Please note that if you apply for a position with this Trust, you may be contacted via Trac or via email. This includes invites for job interviews. We therefore recommend that you regularly check your Trac account and email accounts. We may also contact you by texting the mobile number, if provided, on the application form.

Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date. Therefore, please apply for this post as soon as you can, if you are interested and you meet the requirements of the Person Specification

Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.

As a guide interviews should usually take place within 3 weeks of the closing date.

When providing employment reference details, please provide correct work-related email addresses so references can be sought promptly when we are looking to progress your application. Your referee must all be known to you in a line manager or professional lead capacity.