Welcome Team Lead

Looking for a hands-on leadership role where you can make a visible difference to patients and colleagues every day? As our Welcome Team Lead, youll provide day-to-day supervision and coordination for the team responsible for creating a professional, efficient and friendly experience for every patient visiting the practice. Youll be the calm, confident and proactive presence that helps keep our front-of-house operation running smoothly. Youll coordinate rotas and daily staffing, support colleagues through busy clinics and make sure patients are welcomed, checked in and supported effectively. This is a role for someone who enjoys taking ownership and being part of the action. Youll coach and support colleagues, reinforce high standards and step in when needed to resolve problems, support patients or keep the service moving. You will not have formal line-management responsibility for the Welcome Team. The Site Operations Manager remains responsible for formal people management, with the Welcome Team Lead providing day-to-day supervision, feedback and escalation where required. Youll also take responsibility for the quality of the front-of-house environment. That means making sure reception and waiting areas are clean, organised and welcoming, identifying facilities or equipment issues, maintaining essential supplies and working with our central teams to get problems resolved quickly. Working closely with the Site Operations Manager, clinicians and central support teams, youll help identify opportunities to improve patient flow, processes and the overall experience of visiting the practice. Main duties of the job, Team Supervision

• Lead the Welcome Team to consistently deliver a welcoming, high-quality service for all patients attending the practice.
• Provide supervision, support, and coaching to the team - including induction, ongoing training, and performance reviews.
• Address day-to-day team issues or performance concerns in collaboration with the Site Manager and HR.
• Support the onboarding, and development of new team members.
• Conduct regular team meetings and contribute to wider staff and patient group meetings to ensure communication and feedback loops are maintained.
• Foster a culture that reflects our values of professionalism, empathy, and accountability.
Front of House Operations
• Oversee the smooth running of daily front-desk operations, ensuring patients are welcomed and checked in efficiently.
• Ensure patient contact details and key health information are validated and updated at each visit.
• Monitor appointment books to identify and correct scheduling issues, coordinating with central teams as needed.
• Engage with patients to gather feedback, support health awareness campaigns, and contribute to service improvement initiatives.
• Being the role model by demonstrating bestpractice technique and professional conduct when taking vital observations
• Monitor service performance indicators and review data to identify improvement opportunities.
• Work with Service Managers and wider teams to implement new systems and processes that enhance service delivery.
• Provide building inductions and tours for visitors, new staff, and temporary workers.
Health & Safety, Facilities, and Equipment Management
• Ensure the reception and waiting areas of the practice premises are clean, tidy, and meet high standards of presentation and hygiene.
• Work with the Facilities Management team to address equipment issues affecting operations.
• Ensure adequate stock of office and kitchen supplies across the site.
• Report IT or equipment faults promptly to the central support team and assist in basic troubleshooting where appropriate., Youll lead the Patient Welcome Team, ensuring every patient receives a professional, efficient, and friendly experience from the moment they arrive.
This is a hands-on leadership role responsible for the smooth running of the reception and waiting areas, supporting front-line colleagues, and ensuring the site remains safe, compliant, and welcoming. Youll oversee day-to-day operations at the front desk, manage your teams workload and rotas and collaborate with clinical, non-clinical, and central teams to continually improve the patient experience. Key relationships
• Site Operations Manager: direct line management and escalation.
• Reception/Welcome Team members: day-to-day supervision, and support.
• Clinical team (GPs, nurses, HCAs, and other clinicians): daily coordination to maintain smooth patient flow.
• Central administrative and call-handling teams: collaboration to ensure consistent patient service across all channels.
• Patients and carers: positive, front-line interaction and issue resolution.
• People team: onboarding, training, and performance management support.
  
  Excellent leadership and communication skills.
• Ability to manage, motivate, and develop a small team.
• Strong organisational and time management skills.
• Confident handling competing priorities and fast-paced environments.
• Competent IT user, comfortable with clinical and administrative systems.
• Calm, professional approach when dealing with patients or staff.
Desirable
• Experience using EMIS or other healthcare software.
• Strong facilitation and meeting coordination skills.
Knowledge Essential
• Understanding of confidentiality, data protection, and patient privacy.
• Awareness of NHS or healthcare operational standards.
• Knowledge of Health & Safety responsibilities in the workplace.
Desirable
• Understanding of patient engagement and feedback processes.
• Knowledge of infection control procedures., Patient-centred and service-focused.
• Reliable, proactive, and solution-oriented.
• Able to balance empathy with firmness when resolving issues.
• Takes ownership of site presentation, safety, and team standards.
• Collaborative and supportive across functions.
• Demonstrates flexibility and composure under pressure.
Desirable
• Seeks continuous improvement and encourages others to do the same.
• Contributes positively to wider practice culture and initiatives.
Qualifications Essential
• GCSE (or equivalent) English and Maths.
Desirable
• Health & Safety, first aid, or management qualification.
Person Specification Skills Essential
• Excellent leadership and communication skills.
• Ability to manage, motivate, and develop a small team.
• Strong organisational and time management skills.
• Confident handling competing priorities and fast-paced environments.
• Competent IT user, comfortable with clinical and administrative systems.
• Calm, professional approach when dealing with patients or staff.
Desirable
• Experience using EMIS or other healthcare software.
• Strong facilitation and meeting coordination skills.
Knowledge Essential
• Understanding of confidentiality, data protection, and patient privacy.
• Awareness of NHS or healthcare operational standards.
• Knowledge of Health & Safety responsibilities in the workplace.
Desirable
• Understanding of patient engagement and feedback processes.
• Knowledge of infection control procedures., Patient-centred and service-focused.
• Reliable, proactive, and solution-oriented.
• Able to balance empathy with firmness when resolving issues.
• Takes ownership of site presentation, safety, and team standards.
• Collaborative and supportive across functions.
• Demonstrates flexibility and composure under pressure.
Desirable
• Seeks continuous improvement and encourages others to do the same.
• Contributes positively to wider practice culture and initiatives.
Qualifications Essential
• GCSE (or equivalent) English and Maths.
Desirable
• Health & Safety, first aid, or management qualification.
  
  Penrose Health is on a mission to deliver outstanding healthcare to every patient we serve.
We care for 75,000+ people across 9 sites in South East London, supported by a team of 200+ clinicians and staff. Our model is built on permanent, diverse teams, strong governance, and a clear focus on continuity, quality, and access. We work closely with NHS partners to deliver a full range of services from routine checks to complex, long-term care backed by robust systems and a culture of continuous improvement. We're proud to hold a CQC "Good" rating and consistently receive strong feedback from patients. Learn more at penrosehealth.co.uk.