Centralised Booking Service Support Officer

NHS; Newport; On-site; GBP 25,000; Full time

Job summary

A regional health provider in Newport seeks a proactive team member to manage patient pathways and ensure excellent customer care in a fast-paced environment. Candidates should possess strong communication skills and a commitment to providing empathetic service. Full-time, permanent role with supportive onboarding and opportunities for flexible working.

Benefits

Onsite day nursery

Cycle-to-work scheme

Discounts at local businesses

Opportunities for flexible working

Qualifications

• Good standard of secondary education equivalent to 4 GCSEs.
• Ability to handle case notes and deliveries.
• Standard keyboard skills required.
• Must be able to use various communication methods effectively.

Responsibilities

• Manage patient pathways ensuring smooth and efficient service.
• Schedule, amend, and confirm outpatient and surgical appointments.
• Liaise with teams to effectively manage clinic capacity.
• Handle patient inquiries and communications professionally.

Skills

Exceptional communication

Organisational skills

Attention to detail

Customer care

Calm under pressure

Education

4 GCSEs or equivalent

Customer care learning certificate

Job description

Job summary

Come and join our amazing Isle of Wight Outpatient appointments and elective admissions team.

We are looking for new colleagues that thrive in a fast-paced environment, that requires exceptional communication and organisational skills, strong attention to detail and a genuine commitment to excellent customer care so we can provide a friendly, professional, and empathetic service toourpatients and visitors.

Previous Healthcare experience is desirable but not essential. You will be supported through an onboarding and local training and induction programme.

Working as part of an established team, this role provides the first point of contact for patients that are referred into the Hospital, requiring specialist access to our clinical teams in our Outpatient facilities and if required throughout their diagnostic and Theatre admission.

You will play a key role on behalf of the clinical services in managing patient pathways, ensuring patients receive a smooth, efficient, and positive experience throughout their whole journey in line with NHS waiting time standards.

We would encourage potential applicants to join us for an informal conversation on Friday 14th November at our newly upgraded working environment, come and meet the team, learn more about us, our service and what we have achieved so far.

We are looking forward to hearing from you.

Interviews will be held on the 9th December 2025

Main duties of the job

• Manage the full elective care pathway ensuring patients are scheduled in accordance with RTT( referral to treatment) standards and Trust policies.
• Book, amend, and confirm outpatient, diagnostic, and surgical appointments using NHS systems
• Liaise with Speciality Team Leader to ensure clinic and theatre capacity is used effectively.
• Process patient cancellations, removals, and pathway updates in accordance with elective access policies.
• Provide a friendly, professional, and empathetic service to patients and visitors.
• Handle inbound and outbound calls, emails, and face‑to‑face enquiries in a calm and courteous manner.
• Communicate appointment details clearly, ensuring patients understand times, locations, and requirements

About us

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle‑to‑work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust's beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year‑round events, festivals and award‑winning attractions.

Details Date posted

03 November 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£24,465 a year pro rata, per annum

Contract

Permanent

Working pattern

Full‑time

Reference number

470-25-0044-PL

Job locations

Isle of Wight NHS Trust

Parkhurst Road

Newport, Isle of Wight

PO30 5TG

Job description Job responsibilities

Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.

For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day‑to‑day responsibilities in more detail please read the full job description document attached.

We are passionate about providing excellent CARE, which is why our values are Compassion, Accountable, Respect and Everyone counts. Our mission is to make sure that our community is at the heart of everything we do and that we hold our values across all our services.

We are committed to endorsing inclusion, diversity and multiculturalism throughout out services and as such, our procedures and policies ensure that applicants are always treated fairly throughout the recruitment process.

Why not come and see for yourself the CARE we give to our patients and staff. Apply to be part of our team today.

Person Specification Qualifications Essential

• Good standard of secondary education equivalent to 4 GCSEs

Desirable

• Customer care learning certificate

Physical Skills Essential

• Handling case notes and deliveries
• Standard key board skills

Communication Skills Essential

• Must be able to use a variety of communication methods e.g. email, telephone, face to face tailoring style and approach relevant to the situation
• Must remain calm and professional under pressure

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website. From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Isle of Wight NHS Trust

Parkhurst Road

Newport, Isle of Wight

PO30 5TG

Employer's website

https://www.iow.nhs.uk/