Reception & Customer Enquiries Team LeadBristol Hospital | Administration | Permanent | Full Time |Up to 33,000 per annum depending on experience 37.5 hours per weekNuffield Health is Britain's largest not-for-profit healthcare organization. Join us as a Reception & Customer Enquiries Team Lead at our Bristol Hospital and play a key role in delivering an outstanding experience for every patient from initial enquiry through to treatment.This is an exciting opportunity to lead two thriving, customer-focused teams responsible for patient enquiries, appointment bookings, outpatient administration and front-of-house services. You will ensure excellent customer service standards, efficient patient pathways and strong operational performance across both functions.This is a full-time role working 37.5 hours per week. Whilst not part of the routine rota, the successful candidate will be expected to maintain a strong understanding of frontline Reception and Customer Enquiries duties and provide operational support, including occasional desk and annual leave cover, when required. This would follow a shift pattern:06:30 - 14:3008:00 - 16:0012:00 - 20:00As our Reception & Customer Enquiries Team Lead, you will:Lead, coach and develop the Reception and Customer Enquiries teams, creating a high-performing and engaged culture.Ensure an exceptional patient experience across all touchpoints, from first contact through to arrival and treatment.Oversee patient enquiries, appointment bookings, registrations and front-of-house services.Support effective patient pathway management, ensuring patients progress efficiently through their care journey.Monitor outpatient diary utilisation, clinic capacity and appointment availability to maximise service performance.Ensure accuracy of patient demographics, insurance details, bookings and administrative processes.Oversee payment collection and card swipe performance in line with hospital procedures.Manage staffing, annual leave, training and day-to-day operational performance.Use performance data and KPIs to identify improvements and drive service excellence.Act as an escalation point for patient, consultant and colleague concerns.Build strong working relationships with consultants, clinical teams and hospital stakeholders.To succeed as a Reception & Customer Enquiries Team Lead, you will;Be a confident and visible leader with a passion for customer service and operational excellence.Have previous leadership or supervisory experience within an administration, customer service or healthcare environment.Have strong people management and team development skills.Have excellent customer service and communication skills.Have experience managing appointments, bookings, diaries or patient pathways.Have strong organisational skills with the ability to manage competing priorities.Have experience working with KPIs and service performance measures.Have good IT skills, including Microsoft Office applications and administr