Reception Supervisor

Title: Emergency Dept Reception Supervisor

Location: Haverfordwest United Kingdom

Job Description:

Main area Administration Grade Band 4 Contract Permanent Hours Part time - 33.75 hours per week (Variable shift patterns are available) Job ref 100-AC356-1225

Site Withybush General Hospital Town Haverfordwest Salary £27,898 - £30,615 per annum pro rata Salary period 

Our Hywel Dda values reflect who we are and how we behave. We continuously work together to be the best we can be as we strive to develop and deliver excellent services, putting people at the heart of everything we do. Throughout our recruitment process you will be asked to think about how you would demonstrate these values in the way that you work with us.

Hywel Dda University Health Board reserve the right to close vacancies after 24 hours if a large number of suitable applications are received. We encourage early applications to ensure consideration for a post.

Job overview

We're seeking a motivated and dynamic Reception Supervisor to lead our busy Emergency Department reception team. This is a fantastic opportunity to play a key role at the heart of patient care, ensuring our front desk runs smoothly and efficiently.

As the Reception Supervisor, you'll inspire and support a team of dedicated receptionists, fostering collaboration while demonstrating strong leadership. You'll be a confident communicator, able to handle sensitive information with discretion, and thrive in a fast-paced environment where no two days are the same. If you're a team player with proven leadership skills and a passion for delivering excellent service, this is the role for you.

Main duties of the job

This pivotal role ensures the smooth running of front-line services, supporting patients, staff, and the wider hospital community.

Key Responsibilities will include the following:

Lead and support reception staff, managing rotas, workload, and training.

Ensure 24/7 readiness of the reception service, including major incident response.

Act as a key communication link with hospital teams and external agencies.

Handle sensitive information with discretion and professionalism.

Coach and mentor staff to deliver compassionate service in challenging situations.

Oversee recruitment, induction, appraisals, and staff development.

Maintain accurate patient records, clinical notes, and data systems. Investigate complaints, incidents, and ensure compliance with Health Board policies.

Drive service improvements, update procedures, and ensure Health & Safety standards.

You will be a confident leader with excellent communication skills, empathy, and resilience. You'll thrive in a fast-paced environment, balancing operational demands with staff support, and ensuring patients receive the highest standard of care.

Working for our organisation

Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.

We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.

We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.

Our services are provided in:

• Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
• Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
• Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
• 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
• Numerous mental health and learning disabilities services

Detailed job description and main responsibilities

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

You will be able to find a full job description and person specification attached within the supporting documents.

The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.

Person specification

Qualifications and knowledge

Essential criteria

• Level 4 qualification (e.g. Diploma, NVQ4, BTEC) OR equivalent demonstrable experience of administrative / supervisory skills and knowledge
• Working knowledge of Microsoft 365 application
• Basic understanding of Resource Management
• Knowledge of Patient Administration System

Desirable criteria

• Relevant Qualification in a Management / Supervisory role

Experience

Essential criteria

• Previous NHS experience working in an administrative role
• Work as part of a multidisciplinary team
• Relevant experience at supervisory level

Desirable criteria

• Experience of teaching and assessing

Language Skills

Desirable criteria

• Welsh Speaker (Level 1)