Patient Services Team Leader

Patient Services Team Leader

Hours: Full‑time, 37 hours per week, in the office, hours condensed to a 4.5 day working week!

Salary: £28,939 to £30,000 per annum, depending on experience

Location: Exeter

Benefits: 23.7% employer contributory pension! Package then from £35,797 to £37,110! 5 weeks holiday plus bank holidays, progression route available!

About the Role – Patient Services Team Leader

My client is seeking an experienced, confident and people‑focused team leader to lead their busy Patient Services Team. This is a key leadership role ensuring patients receive safe, effective and compassionate care through excellent front‑of‑house and administrative services.

You will be the go‑to support for the team, providing day‑to‑day leadership, coaching and guidance to ensure processes are followed, standards are met, and the patient journey is consistently positive. This role requires someone who is supportive, assertive and with the confidence to manage a diverse team in a fast‑paced environment.

Key Responsibilities

• Lead, support and develop the team, ensuring high standards of professionalism, efficiency and patient care

• Oversee daily operations across reception, telephony and administrative functions, ensuring service levels are met and patient demand is managed effectively

• Ensure all staff follow policies, legal requirements and mandatory training

• Conduct staff appraisals, 1‑2‑1s, absence management meetings and support recruitment and onboarding of new team members

• Manage staff rotas, ensuring adequate cover for leave, sickness and operational needs

• Monitor performance data, patient feedback, complaints and significant events to drive improvements and enhance the patient experience

• Resolve patient complaints professionally and in line with policy

• Act as a key communication point, ensuring the team are informed, supported and aligned with best practice

• Organise and lead regular team meetings, training sessions and development activities

• Support the Practice Manager with reports, projects and operational development.

• Oversee deliveries and premises checks

• Act as building fire marshal, ensuring evacuation lists and visitor logs are maintained

• Work collaboratively with other Patient Services Managers across the organisation to promote consistency, transparency and shared learning

Experience Required for the Patient Services Team Leader

• Proven experience in team leadership or management, ideally in a customer‑facing or healthcare environment

•Experience of working and managing team Rota’s

•Strong experience with healthcare or in depth administration

• A supportive, fair and confident leadership style with the ability to motivate and guide others

• Strong organisational skills, able to multitask, prioritise and meet deadlines

• Excellent communication skills

• A patient‑focused mindset

• Comfortable using IT systems and willing to embrace new technologies

• Adaptable, calm under pressure and solutions‑focused

• Someone looking for a role with genuine progression opportunities.

Working Pattern

Our Patient Services Team provides cover between 7:45am and 6:30pm.
A typical shift will be either:
• 7:45am – 4:30pm, or
• 9:45am – 6:30pm
Flexibility to work early and late shifts is essential.

Why apply?

• A supportive, collaborative and friendly environment

• Opportunities for professional development and progression

• A role where you can genuinely influence patient experience and team culture

• Varied and meaningful work

• Great all round benefit package