Appointment Advisor - 24 hours - FTC until March 27

British Pregnancy Advisory Service (BPAS); Warwick; Hybrid; GBP 24,000 - 30,000; Part time

Job summary

BPAS is seeking an Appointment Advisor to handle calls and emails, book consultations, and provide empathetic, non-judgmental support to patients. The role starts as a 24-hour-per-week schedule with a front-line presence at our Booking & Information Centre and a future hybrid arrangement after three months of competency sign-off.

Located in Leamington Spa with relocation plans to a new Head Office in Feb 2027, the role includes training, ongoing coaching, and a commitment to BPAS values and

Qualifications

• Experience taking telephone inquiries from clients or patients.
• Ability to use IT systems and basic software for bookings.
• Strong communication and listening skills across diverse callers.
• Able to remain calm in stressful situations and provide courteous service.
• Full UK work eligibility and right to work.

Responsibilities

• Make appointments and answer patient queries promptly.
• Provide a professional, empathetic, patient-centred service.
• Handle a wide range of questions with confidence and tact.
• Demonstrate problem solving to route to the right service.
• Maintain accurate records and ensure data quality.
• Provide training-ready handover and support from mentors.
• Work flexibly in a 24-hour rota, 2 days home-based after sign-off.
• Support relocation-related changes and communicate updates.

Skills

Telephone work

IT literate

Excellent communication

Problem solving

Education

English and Maths GCSE or equivalent

Job description

Job summary

*Please note that this role is on a FTC until March 27

We are also relocating from our current Head Office in February '27 - more will be discussed at interview

Are you looking for a career where you can make a difference? With your support, what if every phone call you receive helped change someone's life?

When you are talking to women & men on the phone to arrange consultations, you'll understand that they are facing an emotionally complex decision & you will find the right appointment for them in an impartial & caring way.

The Appointment Advisor is the first point of contact for all BPAS patients. You will primarily make appointments & answer all patient related queries in a professional & empathetic manner, ensuring you always provide an efficient patient-centred service.

Based in our Booking & Information centre in Leamington Spa, you get to work with a friendly group of people, in a modern well-equipped office that offers free parking, a break room with tea, coffee and snacks, and great facilities nearby for your lunch break.

Home to over 100 colleagues, the BIC deal with over 6000 contacts on a weekly basis via phone & email. The BIC team are non-judgmental & offer first class client care.

If you enjoy helping people & you have customer service experience then this could be the perfect role for you!

You will work 24 hours flexibly over Sunday to Saturday, a rota is given in advance. This role will become a hybrid role once you have been signed off your 3 month competency.

Main duties of the job

• Are confident when dealing with a wide range of queries
• Can problem solve effectively to find solutions for our clients.
• Have excellent communication & listening skills.
• Can remain calm in stressful situations.
• Are non-judgmental & can offer first class client care
• Are computer literate
• Have great attention to detail
• Have strong interpersonal skills

We offer a full induction & comprehensive training package to support you in your first few weeks with us, equipping you with the skills & knowledge to provide great care to our clients. You will also have continuous ongoing training & full support from our Quality Coaches and Team Managers.

If you are wanting more from your career, we can also support & develop you with extra mentoring to help you progress up your career ladder within BPAS.

About us

The British Pregnancy Advisory Service (BPAS) is the UK's largest independent reproductive healthcare charity, providing evidence-based, not-for-profit reproductive healthcare. We work mainly on behalf of the NHS, offering abortion care, contraception, and STI testing and treatment across the country.

When you join BPAS, you become part of a values-driven organisation where compassion, professionalism, and choice guide everything we do. You will help remove barriers to safe reproductive care while supporting people to make informed choices about their health and futures.

Working with us benefits include

• 34 days annual leave (including bank holidays)
• Life assurance at 3 salary
• Defined contribution pension scheme
• Access to GP 24/7, 365 days a year
• MyMindPal mental fitness app and 24/7 counselling support
• Online discounts, discounted gym membership, and other lifestyle benefits
• Family-friendly policies to support work-life balance

Safeguarding, Equality & Diversity

BPAS is committed to safeguarding and promoting the welfare of everyone who uses our services, and all staff share this responsibility. Recruitment follows safer-recruitment principles and includes appropriate pre-employment checks.

We actively welcome applications from people of all backgrounds, identities, and experiences. We are proud to be an inclusive employer and will make reasonable adjustments to ensure a fair and accessible recruitment process for all candidates.

Job description

The full job description and salary details can be found in the supporting documents on the right hand side. These are available for you to download and review.

Further Information

We may close this advert early if we receive a high number of suitable applications, although we aim to keep it open long enough to ensure a diverse and representative applicant pool.

If you have any questions about the role or require adjustments to support your application, please get in touch, we are happy to help.

Location

Booking & Information Centre: Orion House, 2 Athena Dr, Tachbrook Park Dr, Royal Leamington Spa, Warwick CV34 6RQ.

We are relocating and moving from our current HO location in February 2027 - more will be discussed at interview.

This role will become a hybrid after the 3 months and competency sign-off from training with expectation to travel to the Head Office 2 days a week.

Salary

£24,484 to £29,912 per annum depending on experience. (£13.08 to £15.98 per hour)

We also offer a premium payment of time and a half for working on weekends

Hours

24 hours per week to be worked flexibly over Sunday to Saturday between the below hours. A rota is given in advance.

Hours to work

Between Sunday to Saturday 09:00 - 21:00

*Please note:

Successful candidates will be required to complete 2 weeks of mandatory training from Monday to Friday, 8.30 - 4.30. Dates will be confirmed at interview.

Values & eligibility

All applicants must be pro choice and support a womans right to choose, in line with BPAS values and mission. Applicants must have the legal right to work in the UK at the time of application. Unfortunately, we are unable to offer visa sponsorship for this role.

Application outcome

If you do not hear from us within two weeks of the closing date, unfortunately you have not been shortlisted on this occasion.

References & pre-employment checks

All offers of employment are conditional on satisfactory pre-employment checks. Applicants must provide three years of employment references, including reasons for leaving and details of any gaps in employment.

Person Specification

Essential

• Do you support a woman's right to choose abortion?
• Are you the family or friend of a current BPAS employee? If yes, please state the name and nature of the relationship.
• Are you aware we are unable to offer visa sponsorship for this role?
• You will work 24 hours over Sunday to Saturday (a rota is given). After 3 months, once fully trained, this role will become hybrid with 2 days in the office and 2 days from home. - can you travel there and commit to this working pattern?
• Successful candidates will be required to complete 2 weeks of mandatory training from Monday to Friday, 8.30 - 4.30. Can you commit to this?
• Are you aware this role is on a FTC until March 2027?

Desirable

• Please list any further information you wish to add in support of your application for this role.

Qualifications

Essential

• English and Maths qualification either GCSE A to C or Functional Skills Level 2 or GCSE 4* or NVQ level 2

Experience

Essential

• Previous experience of telephone work.
• IT literate
• Excellent communication and listening skills, with the ability to remain calm in stressful situations
• Able to problem solve effectively in order to find solutions for clients

Desirable

• Previous customer care call centre environment experience
• Geography of UK

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

British Pregnancy Advisory Service (BPAS)

Address

Orion House

Athena Drive

Warwick

CV34 6RQ

United Kingdom

Employer's website