Front of House Administrator – Horsforth

Job Title: Front of House Administrator

Hours: Full time – 37.5 hours per week (Fixed Term 6 month contract)

Location: Onsite – The Grove Manse, Town Street, Horsforth, West Yorkshire, LS18 4RJ

The Front of House Administrator is the welcoming, professional face and voice of Oakdale. Serving as the first point of contact for clients, families, clinicians and visitors, the Front of House Administrator plays a vital role in creating a calm, safe, and neuro-affirming environment from the moment someone contacts or enters our centre.

This multifaceted role combines dedicated front-of-house reception management with essential administrative support across our clinical pathways. The role oversees reception and waiting areas, managing client arrivals, and supporting the end-to-end delivery of neurodevelopmental assessments, from managing enquiries, sending questionnaires, sending appointment reminders, uploading referrals, invoicing and sending reports.

This is a role for someone who has  outstanding interpersonal skills, a calm and compassionate demeanor, strong attention to detail, and the ability to balance client-facing duties with administrative priorities in a busy healthcare setting.

Key Responsibilities:

Front of House and Reception Management

• Provide a compassionate, professional, and accessible front-of-house greeting for all clients, young people, carers, visitors, and multidisciplinary clinicians.
• Ensure reception, waiting areas, and clinic facilities remain clean, tidy, and fully stocked with necessary operational supplies. 
• Manage visitor arrivals and coordinate with clinical teams to maintain smooth, efficient clinic flow 
• Offer patient, empathetic assistance to clients or family members who may be feeling anxious, overwhelmed, or distressed upon arrival.
• Oversee front-of-house security, visitor management, and general facilities reporting.
• Provide reception and clinic opening and closing cover during evenings or extended clinic hours as scheduled (Monday to Friday, between the hours of 8am – 8pm)
• Responsible for completing the weekly checks in line with the health and safety procedures.
• Maintain regular communication with the Facilities Manager, promptly reporting maintenance needs or contractor performance issues (such as cleaning standards) to ensure the centre is consistently maintained to a high standard. 
• Liaise with front-of-house colleagues across Oakdale’s locations to share best practices and ensure a consistent, high-quality, and values-aligned environment for clients and visitors. 

Clinical Administration and Pathway Coordination

• Embrace and adopt new workflow automation, digital tooling, and process improvements to enhance clinical administration efficiency. 
• Provide administrative support across the neurodevelopmental service function which will include (but not limited to) processing referrals, issuing pre-assessment questionnaires, and sending completed clinical reports.
• Manage appointment communications and scheduling coordination 
• Manage shared email inboxes; answer questions sensitively.
• Accurately input, maintain, and audit client records across our CRM systems in line with strict data quality standards.
• Assist the leadership team with ad hoc administrative tasks and projects.

Compliance Governance and Safeguarding

• Maintain absolute confidentiality and adhere strictly to UK GDPR, Data Protection Act 2018, Caldicott principles, and internal information security and operational compliance policies regarding sensitive clinical records.
• Comply with all internal information security guidelines, standard operating procedures, and organisational governance policies across all daily administrative workflows.
• Actively adhere to organisational safeguarding policies for children and vulnerable adults, promptly reporting any concerns through appropriate clinical governance channels.
• This post is subject to an Enhanced DBS check.

Person Specification:

Essential

• Experience in front of house/reception management
• Experience of administrative functions
• Highly adaptable and enthusiastic about ongoing organisational transformation, process improvements, digital adoption, and AI initiatives 
• Ideally suited for a dynamic, evolving environment rather than one requiring static, routine administrative processes
• Proven ability to remain composed under pressure, with sound judgment in handling and appropriately escalating distressed or sensitive client situations 
• Demonstrable understanding of, or willingness to learn about, neurodivergence (autism and ADHD) and an innate ability to provide a calm, reassuring, and non-judgmental presence.
• Highly organised, methodical, and able to effectively prioritise tasks when switching between client-facing reception duties and administrative deadlines.
• High computer literacy, with solid experience using databases, shared inboxes, and software suites (e.g., G-Suite), along with meticulous attention to detail in record keeping.
• Proven ability to remain composed, calm, and solution-focused under pressure or when working to tight deadlines.
• A discreet, trustworthy approach to handling confidential client information.
• Clear working knowledge of information governance and data protection in practice
• Ability to work evening clinic cover as rostered.

Desirable

• Previous front-of-house or administrative experience within a healthcare, mental health, therapy, NHS, or neurodevelopmental setting.
• Familiarity with clinical patient management systems (PMS / EPR) or healthcare CRMs.
• Training or prior experience in de-escalation, customer care, safeguarding, or trauma-informed practice.
• Working proficiency with Google Workspace (Gmail, Google Drive, Docs, Sheets).

Behaviours & Values

• Genuine commitment to Oakdale’s values, purpose and person-centred approach to care.
• Strong attention to detail and personal pride in maintaining a clean, well-organised, and welcoming environment that makes clients feel at home. 
• Proactive, resolving gaps and issues before they become risks.
• Collaborative, working effectively with the wider neurodevelopmental assessment team and with other Oakdale colleagues.

* Please note that applications close on 19 November 2026

* Interviews will be conducted on 23/11/2026 at our Head Office: 11 Cardale Court, Cardale Park, Harrogate, HG3 1RY

* Desirable Start Date – As soon as possible

At Oakdale, we support people with a wide range of backgrounds, identities and ways of thinking, and we want our team to reflect that. We welcome applications from everyone, whatever their age, disability, ethnicity, gender, gender identity, religion or belief, sexual orientation, or socio-economic background. If you’re excited about this role but don’t meet every requirement, we’d still encourage you to apply. You may be exactly who we’re looking for.

Oakdale is proud to be a registered Disability Confident Committed Employer and a Mindful Employer.