Appointment Centre Team Leader

Cambridge University Hospital NHS Foundation Trust; Cambridge; On-site; GBP 34,000 - 44,000; Full time

Job summary

Cambridge University Hospital NHS Foundation Trust is seeking an Appointment Centre Team Leader to supervise staff, optimise workflows and implement new processes for efficiency. You will work with the Appointment Centre Manager to ensure smooth daily operations and high service standards within the centre.

The role involves rota management, cross-cover planning and acting as the liaison with centralised services to maintain expert knowledge and timely execution of tasks.

Qualifications

• Educated to A level or NVQ level 3 Customer Service/ Business Admin /ITQ or equivalent
• Evidence of ongoing career/professional development
• EPIC and eReferral training qualification

Responsibilities

• Oversee the Appointment Centre staff and supervise performance.
• Collaborate with the Appointment Centre Manager to ensure smooth operations.
• Introduce new processes to improve efficiency.
• Manage rotas and cross-cover across departments.
• Liaise with expert services within the Appointment Centre.

Skills

Leadership

Communication

Time management

Team supervision

Education

Educated to A level or NVQ level 3

Tools

EPIC

eReferral

Job description

Cambridge University Hospital NHS Foundation Trust

Appointment Centre Team Leader

The closing date is 05 November 2026

We are looking for a well organised and motivated individual to join our team as an Appointment Centre Team Leader.

You will work closely with the Appointment Centre Manager / Deputy Appointment Centre Managers to ensure the smooth and efficient operation of the Appointment Centre and supervise the Appointment Centre staff, ensuring quality work performance is achieved at all times.

Main duties of the job

To work closely with the Appointments Centre Manager / Deputy Appointment Centre Manager to ensure the smooth and efficient operation of the Appointments Centre.

Supervise the Appointments Centre staff, ensuring quality work performance is achieved at all times.

Introduce new and improved processes to ensure efficiency at all times.

To supervise the work of the Appointment Centre staff, including sickness and annual leave reporting and ensure all work is carried out in an efficient and timely manner.

The Management of rotas and cross cover arrangements within all departments of the Appointment Centre.

To maintain expert knowledge in 2-3 centralised services and to be the main liaison with those services within the Appointment Centre Team.

About us

Our Trust

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH's values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people's age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.

Job responsibilities

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

This vacancy will close at midnight on 5th November 2026.

Interview dates will be communicated to successful applicants.

All appointments with a start date on or after 1 October 2026 will be subject to a 12-week probationary period. This provides a structured and supportive period to help you settle into your role, with regular reviews and feedback.

Right to Work

As there is a 12-week probationary period, successful candidates are expected to have the Right to Work for a period of at least 6 months from the proposed start date. Immigration and Right to Work status will be discussed with successful candidates at conditional offer. CUH will not offer sponsorship to candidates that have applied for a fee waiver.

Right to Work

Due to Home Office immigration rules, a full-time permanent vacancy cannot be filled by individuals on a student visa. Therefore, please be advised that if you are a student visa holder, we will not be able to offer you a full-time permanent contract unless you have:

- applied for a Graduate visa

- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment

As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this position.

Benefits to you

At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.

On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.

CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.

Please note if you would like to discuss the required hours of this role further you should approach the contact given. In some cases, alternative working hours will be considered.

We welcome applications from the Armed Forces.

Person Specification

Qualifications

• Educated to A level or NVQ level 3 Customer Service/ Business Admin /ITQ or equivalent
• Evidence of ongoing career/professional development
• EPIC and eReferral training qualification

Experience

• Experience of working in a busy clerical/office environment or reception service
• Experience managing teams
• Prioritising, planning and organising own tasks
• Working within guidelines
• Experience of dealing with difficult situations and confrontations
• Experience working with complex IT programmes
• Experience of IT packages - Microsoft office
• Experience of producing documents to a high standard
• Experience of supervising staff
• Previous experience of working in NHS
• Recruitment and Selection of staff
• Experience using EPIC and eReferral

Knowledge

• Understanding of confidentiality and data protection
• Sound knowledge of office procedures
• Understanding of customer service
• Good working knowledge of office procedures and all Microsoft office packages
• Knowledge of the Trust including awareness of priorities
• Knowledge of Trust information systems
• Knowledge of Medical Terminology
• Awareness of NHS targets and Trust priorities

Skills

• Ability to work as part of a team
• Ability to use own initiative to resolve issues as they occur
• Excellent communication skills including telephone, email and verbal
• Ability to organise and manage own time keeping to schedule and deadlines using electronic diary management
• Ability to allocate and monitor work of others
• Ability to use own initiative and work autonomously
• Ability to demonstrate leadership skills
• Willing to take on/learn new skills
• Ability to show attention to detail and accuracy
• Ability to adapt to change
• Ability to work under pressure
• Ability to store and safeguard confidential documents
• Approachable attitude to work and staff
• Ability to touch type
• Experience of recruitment processes
• Experience of dealing with people at a senior level

Additional Requirements

• The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of kind, safe and excellent. This behaviour is outlined on the final page of this person specification.

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.

Cambridge University Hospital NHS Foundation Trust