Role Purpose The Operations Lead oversees the day-to-day running of the reception and front-of-house functions, ensuring smooth patient flow, excellent customer service, and efficient operational processes. You will act as a key link between reception staff and the Operations Manager, supporting the implementation of practice policies, maintaining high standards, and stepping in to resolve issues proactively. Key Responsibilities Lead and support the reception team to deliver a high-quality, patient-focused service. Act as first point of contact for reception-related queries from staff, patients, and other healthcare professionals.

Support the Operations Manager in implementing practice policies, procedures, and service improvements. Oversee day-to-day staffing, including rota management, shift cover, and workload allocation. Monitor and maintain standards for telephone answering, appointment booking, and patient communications. Assist with staff induction, training, and performance monitoring.

Resolve complaints and service issues at first contact where possible, escalating when required. Support operational projects, audits, and reporting as directed by the Operations Manager. Ensure confidentiality and compliance with data protection and safeguarding policies