Receptionist & Customer Experience Host - Dudley, West Midlands (Greater Birmingham)

Receptionist & Customer Experience Host

Be the face of the practice. Own the patient experience. Make every visit exceptional.
Are you the person who notices someone waiting before they have to ask for help? The person who brings energy into a room, makes people feel welcome and instinctively knows what needs to happen next?
 
We are looking for an outstanding Receptionist & Customer Experience Host to join our busy optical and audiology practice, supporting a clinic with seven opticians testing.
This is much more than a reception role. It is an opportunity for a confident communicator, natural organiser and ambitious customer-service professional to take ownership of the experience patients receive from the moment they walk through our doors.

We want someone who makes things happen.

Someone who acknowledges every patient warmly, manages queues with confidence and keeps people informed. Someone who notices when the reception area needs attention, recognises when the clinic is becoming congested and communicates with colleagues before a small problem becomes a frustrating experience.. Someone who understands the diary, knows who has arrived and who is due next, and works proactively with pre-testing, opticians and audiologists to keep appointments moving smoothly. And someone who is commercially aware, confident explaining appropriate services and motivated by excellent patient feedback and measurable results.

What will you do?

• Create a first-class welcome for every patient, every time.
• Actively manage the reception area, queues and waiting-room experience.
• Communicate with patients who are waiting, offering reassurance, updates and friendly conversation.
• Monitor arrivals, appointment diaries and patient progress throughout the day.
• Work closely with pre-testing and clinical colleagues to help patients reach the right stage of their appointment at the right time.
• Help manage late arrivals and changing appointment schedules within agreed procedures and make and answer calls when necessary
• Review today's and tomorrow's diaries to identify potential pressure points and opportunities to improve efficiency.
• Confidently explain the purpose and benefits of appropriate services, helping patients make informed decisions
• Maintain an immaculate, welcoming reception and entrance.
• Use quieter periods productively, preparing for upcoming appointments, completing agreed tasks and looking for ways to improve the patient journey.

The person we want to meet

You are naturally outgoing, articulate and approachable. You enjoy speaking to people and can adapt your communication style to different personalities and needs.
You are observant, organised and calm under pressure. You do not need someone standing over you to identify what needs doing. You take pride in your environment, follow things through and look for solutions rather than excuses.
You are motivated by results, receptive to coaching and interested in developing a long-term career.
Optical experience would be beneficial, but it is not the only route into this role. We are particularly interested in exceptional candidates from dental practices, private healthcare, premium hospitality, automotive customer service and other high-volume customer-facing environments.

What does success look like?

• Patients feel welcomed and acknowledged promptly.
• Queues and waiting times are actively managed.
• Patients are kept informed when appointments run behind.
• Opticians and audiology colleagues receive well-coordinated patient handovers.
• Customer experience scores and genuine personal name mentions improve.
• Reception and entrance standards remain consistently high.
• The team benefits from your initiative, organisation and willingness to help.

We want to invest in someone who wants to grow. We will provide role-specific training, clear performance expectations, regular feedback and opportunities to develop their customer-experience, operational and commercial skills.

If you are the person who naturally takes ownership, loves delivering outstanding service and wants to make a visible difference every day, we want to hear from you.
Bring your personality. Bring your ambition. Bring your commitment to excellence. Help us make every patient visit exceptional.