Receptionist

Job overview

The Main Reception Team at The Royal Marsden Hospital – Sutton is seeking a full-time Shift Administrator/Receptionist to provide vital administrative and reception support in a busy hospital environment. While the post includes some front-facing duties, the primary focus is on administration, including visitor and patient management, car parking and courier administration, Helpdesk support, and coordination of key operational services that ensure the hospital runs smoothly.

As an integral member of our multidisciplinary team, you will need excellent interpersonal, verbal and written communication skills, along with strong organisational abilities. You will be expected to remain calm under pressure and manage emergency situations with tact and diplomacy.

Essential IT and keyboard skills are required. While previous hospital or reception experience is desirable, it is not essential, as full training will be provided.

This is a full-time role, working 37.5 hours per week across a rota covering the hours of 07:00 to 20:00, Monday to Friday."

Main duties of the job

The Shift Receptionist is a key front-line representative of the Facilities Directorate, delivering a professional, welcoming, and efficient reception service to patients, visitors, and staff. Based primarily at Sutton, the post holder will provide flexible cover across Trust sites as required, supporting both the Main Reception and Help Desk functions. The post holder is expected to exercise sound judgment, initiative, and effective problem-solving skills in managing a wide range of administrative and operational tasks. While day-to-day priorities will be set by line management, the post holder is also expected to respond appropriately to ad-hoc requests from other members of the Facilities Directorate, where these align with the scope of the role. The Shift Receptionist plays a key role in maintaining high standards of professionalism, confidentiality, and customer care, acting as a reliable point of contact for internal and external stakeholders across the Trust.

Detailed job description and main responsibilities

For further information on this role, please see the attached detailed Job Description and Person Specification:

These responsibilities will be carried out with reference to service priorities and in coordination with the shift supervisor, but the post holder is expected to exercise initiative and manage their workload independently.

• First Point of Contact: To provide a friendly and professional front-of-house reception service. Greet and welcome all patients and visitors, acting as the first point of contact and ensuring that everyone is treated courteously and efficiently.
• Enquiry Handling: To address in-person and telephone enquiries promptly, using tact and empathy. Communicate clearly with patients, families, and staff – including those who may be anxious or who face language/cultural barriers – to reassure them and provide accurate information or direction.
• Telephone Management: To answer all telephone calls in a helpful manner, promptly redirecting calls that fall outside the reception’s remit to the appropriate department. Ensure urgent messages or requests are prioritised and conveyed to the relevant personnel without delay.