Clinic Operations

• Support the smooth day-to-day running of the clinic and identify operational issues that require escalation.
• Ensure reception and customer-facing areas are clean, organised, presentable, and ready for customers.
• Monitor reception supplies and customer-facing stock and report or arrange replenishment where appropriate.
• Help ensure appointments run efficiently by maintaining good communication between customers, Receptionists, and Sonographers.
• Assist with managing customer delays, booking issues, and other day-to-day operational challenges.
• Escalate clinical queries to an appropriately qualified member of staff rather than providing clinical advice.
• Support the Registered Manager and Director(s) with administrative tasks and clinic improvement initiatives where required.

Complaints & Customer Feedback

• Deal professionally with initial customer concerns and attempt to resolve straightforward customer service issues where appropriate.
• Escalate formal complaints, clinical concerns, or significant incidents to the Registered Manager in accordance with clinic procedures.
• Encourage customer feedback and communicate recurring issues or opportunities for improvement to management.
• Ensure complaints, concerns, and incidents are documented appropriately.

Safeguarding

The Receptionist Team Leader must remain aware of safeguarding responsibilities when interacting with customers.

Responsibilities Include

• Recognising potential safeguarding concerns raised by customers or observed during interactions.
• Reporting and escalating safeguarding concerns immediately in accordance with the clinic's Safeguarding Policy.
• Ensuring Receptionists understand how and when safeguarding concerns should be escalated.
• Maintaining confidentiality when dealing with safeguarding information.
• Escalating concerns promptly to the Registered Manager or Safeguarding Lead.
• Completing and maintaining the safeguarding training required for the role.

Compliance & Standards

• Follow all Hey Baby 4D policies and procedures relevant to the role.
• Support the Registered Manager in ensuring reception processes are consistently followed.
• Promote and uphold the clinic's commitment to Equality, Diversity, and Inclusion (EDI).
• Maintain appropriate standards of confidentiality and data protection.
• Attend all training prescribed by the Registered Manager and maintain appropriate Continuing Professional Development.
• Report incidents, concerns, errors, or potential risks promptly to the Registered Manager.
• Participate in audits, team meetings, and service improvement activities where required.
• Carry out any other duties commensurate with the pay grade, seniority, and responsibilities of the role.

What We're Looking For

Essential

• Previous experience in a receptionist, customer service, or administrative role.
• Excellent customer service and communication skills.
• Strong organisational skills and attention to detail.
• Confidence dealing with customers both face-to-face and over the telephone.
• Ability to remain calm and professional when dealing with sensitive or difficult situations.
• Ability to supervise, support, and motivate other members of staff.
• Good IT and administrative skills.
• Understanding of the importance of confidentiality and data protection.
• Willingness to complete all mandatory Hey Baby 4D training.
• To be able to work weekends and evenings.

Desirable

• Previous supervisory or team leader experience.
• Previous experience working within healthcare or a CQC-regulated environment.
• Experience working within a private healthcare, ultrasound, or maternity-related service.
• Experience handling customer complaints or resolving customer service issues.

Why Join Hey Baby 4D?

• Join a friendly and supportive team within a growing private healthcare service.
• Take on additional responsibility and develop your leadership and supervisory experience.
• Work in a rewarding environment supporting expectant parents and families.
• Receive ongoing training and opportunities for professional development.
• Play an important role in maintaining the high standards expected across Hey Baby 4D clinics.

How To Apply

Send your CV and cover letter to olivia@heybaby4d.co.uk or apply online.