Reports to: Site Manager

Location: Penrose Surgery, 33 Penrose St, London SE17 3DW OR Nightingale Surgery, Lee Health Centre, 2 Handen Rd, London SE12 8NP

Salary: £27,000 - £29,000 (depending on experience)

Hours: Full time 37.5 hours per week

Shift pattern: 8am - 4pm or 10:30am - 6:30pm

Purpose of the role

You’ll lead the Patients 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.

You’ll oversee day-to-day operations at the front desk, manage your team’s workload and rotas and collaborate with clinical, non-clinical, and central teams to continually improve the patient experience.

Key relationships

• Site Manager: direct line management and escalation.
• Reception/Welcome Team members: day-to-day leadership, 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.
• Facilities Management team: coordination on Health & Safety, cleaning, maintenance, and equipment.
• Patients and carers: positive, front-line interaction and issue resolution.
• HR and Training teams: onboarding, training, and performance management support.