Booking Centre Operative

Maudsley Learning; Leicester; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

University Hospitals of Leicester NHS Trust is seeking a Booking Centre Operative to handle patient calls, booking, and enquiries in a full-time role based at Glenfield, Leicester.

You will need strong communication skills and good IT ability, with accurate data entry. Call centre experience is an advantage as you support patients from first contact to appointment confirmation while maintaining confidentiality.

Qualifications

• Excellent telephone manner and communication skills.
• Two years in a busy office environment with telephone duties.
• Experience with NHS appointment bookings is advantageous.

Responsibilities

• Answering all patient incoming calls to the Booking Centre.
• Dealing with patient written queries via Accurx.
• Making outbound calls to support patients to attend their appointments.
• Make appointments for GP blood tests.
• Point of contact for various specialties in UHL.
• Cancelling and rebooking appointments.

Skills

Communication skills

IT skills

Attention to detail

Call centre experience

Education

GCSE English and Maths

RSA II or equivalent

Tools

Accurx

Booking systems

Job description

Employer University Hospitals of Leicester NHS Trust Employer type NHS Site Glenfield hospital Town Leicester Salary £25,272 Per annum Salary period Yearly Closing 25/10/2026 23:59

NHS AfC: Band 2

AI tools like chatbots and virtual assistants can support you as you complete your application. For example, they can check for spelling or grammar errors, or help you to decide what to include.

But they shouldn’t replace your own responses or be used to write the application for you.

Relying too much on AI can negatively impact your chances of success, because automatically generated answers:

• might not be specific or relevant enough to address the criteria in the recruitment profile
• often seem generic and not personalised enough – an AI response won’t show your unique voice and perspective
• could misrepresent information about you, such as your qualifications, skills and experience

We monitor applications for any behaviour that could create an unfair advantage, and we check all references carefully. You are likely to be tested on your experience at interview, so be honest and make sure all the information in your application is correct.

Job overview

Full time post

Shift pattern Monday to Friday 9am-5pm

At University Hospitals of Leicester, our Booking Centre Operatives are essential in shaping the beginning of our patient's journey.

We’re looking for someone with experience in patient or customer service, with strong communication skills, an organised approach & willingness to help, who will bring a positive dynamic to our team.

As part of our team, you’ll make sure every patient receives a great experience from the get go, creating a positive impression at every opportunity.

Answering all telephone calls in a prompt, clear and friendly manner

Transferring calls efficiently

Responding to patient enquiries

Ensuring patient details are captured accurately when booking appointments

Join our team and you’ll discover why at University Hospitals of Leicester, we pride ourselves on providing the foundation for exciting, long-term careers. We’ll continue to develop and expand your knowledge of Various Specialties to enable you to support with all customer enquiries, ensuring the highest levels of patient care are maintained.

If you have a passion for helping people, strong IT skills and an eye for detail, this may be the role for you. Call centre experience is an advantage.

Main duties of the job

Answering all patient incoming calls to the Booking Centre

Dealing with patient written queries via Accurx

Making outbound calls to support patients to attend their appointments

Make appointments for GP blood tests

Point of contact for various specialties in UHL

Cancelling and rebooking appointments

Working for our organisation

Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).

We have four primary goals:

• high-quality care for all,
• being a great place to work,
• partnerships for impact, and
• research and education excellence

And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.

Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:

• we are compassionate,
• we are proud,
• we are inclusive, and
• we are one team

This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.

About the University Hospitals of Leicester NHS Trust:

Detailed job description and main responsibilities

To provide excellent patient care whilst answering telephones in a polite and courteous manner in line with departmental standards.

To be responsible for utilising the Hospital Booking Systems in order to carry out a variety of functions, including -

Validating patient demographic details and updating as necessary

Making, changing or cancelling outpatient appointments

Updating computerised records of patient information in line with departmental and hospital policies and procedures.

Understanding all information contained on the system to assist patients and staff with queries on the telephone

To ensure that the department's Accurx inbox is checked and actioned in order of priority in accordance with departmental standards.

To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times.

To have a working knowledge of booking rules specific to each clinic in line with national targets. To elevate any capacity issues to the capacity management team as necessary.

To ensure that the department SMS replies are checked and action in order of priority in accordance with departmental standards.

To provide a central point of enquiry for General Practitioners, Secretaries, Administration staff, other hospitals and patients regarding enquiries/issues.

To continue striving to improve the service, making suggestions to the Team Leader as necessary.

To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team.

To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level.

To attend in-service training or meetings as directed by the Team Leader to ensure that skills and knowledge are kept up-to-date and appropriate to the post.

To undertake any other duties in line with the grade as directed by the Team Leader.

Person specification

Communication

• Excellent telephone manner & communication skills Initiative, diplomacy, negotiating Ability to prioritise and organise workload Team work

Trust Values

• Must be able to demonstrate behaviours consistent with the Trust’s Values and Behaviours

Qualifications

• Accurate Keyboard Skills GCSE or equivalent English Language & Math
• RSA II or equivalent wordprocessing NVQ (Customer Based) Level 2

Experience

• Approximately 2 years in a busy office environment, including telephone answering duties
• NHS experience of booking hospital appointments. Working knowledge of hospital systems. Call Centre/

Planning and Organization

• To be able undertake tasks within deadlines and targets.

EDI

• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs. All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others

Others

• Confidentiality Flexibility

Additional Information

UHL is an equal opportunities employer. We aim to employ a workforce that reflects the diverse communities we serve. We welcome applications from people from all backgrounds who match our job criteria.

Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme. If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible.

UHL is committed to helping colleagues balance the demands of both their work and personal needs through flexible working arrangements wherever reasonably practicable and subject to service needs.

Disclosure and Barring Service Check

Please note if you are successful in obtaining this position and the post involves regulated activity you will be required to undertake a Disclosure & Barring Service check.

The Trust will pay for the check initially and the money will then be deducted from your salary over a three month period commencing on your first month's payment.

The current price of a check is £38 for an enhanced and £18 for a standard check.

Due to the current Covid pandemic we have introduced a staff risk assessment into our pre-employment process. This now forms part of the mandatory pre-employment checks that will be carried out if you receive a conditional offer.

The risk assessment is intended to ensure you are able to safely perform your duties in any of our work areas, and if you have been identified as being particularly vulnerable to coronavirus. Our main aim is to reduce risk and to ensure the safety of all new starters to the Trust as well as current staff, patients and visitors.

If it is identified that you are within a vulnerable category, we will endeavorto make reasonable adjustments to accommodate this through discussions with both Occupational Health and your recruiting manager.

Covid-19 vaccination remains the best way to protect yourself, family, colleagues and our patients/service users from the Covid-19 virus. We therefore continue to encourage our current and potential colleagues to get vaccinated.

University Hospitals of Leicester NHS Trust holds the principles of equality, diversity and inclusion at the heart of everything it does and all that it stands for. We are committed to developing a workforce that is representative of the community we serve. We welcome applications from the diverse community of Leicester, Leicester and Rutland, to help deliver healthcare services that meets the needs of our diverse communities.

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.