Family Support Worker

King's College Hospital; Greater London; Hybrid; GBP 32,000 - 33,000; Full time

Benefits offered by this job

Flexible working options

Job summary

King’s College Hospital NHS Foundation Trust is seeking a family support and liaison worker for the Paediatric Intensive Care Unit. You will greet families, assist with accommodation arrangements, and support the clinical and nursing teams in a busy paediatric environment.

The role emphasizes excellent communication, confidentiality and teamwork. The position offers flexible working options and integration with multidisciplinary staff, contributing to a compassionate patient and family

Qualifications

• Excellent communication with families, carers and staff.
• Experience in clerical or reception duties is desirable.
• Experience in healthcare settings is advantageous.

Responsibilities

• Welcome and orientate parents, carers and visitors to the unit.
• Answer ward telephone enquiries promptly and refer as needed.
• Facilitate booking of parent accommodation with relevant teams.
• Keep reception areas, waiting rooms and staff spaces tidy and welcoming.
• Support ward staff with clerical and administrative duties.

Skills

Communication skills

Reception experience

Education

Functional Skills Level 1 in Numeracy and Literacy or GCSEs Maths and English

Job description

Employer King's College Hospital NHS Foundation Trust Employer type NHS Site Kings College Hospital NHS Trust Town London Salary £31,554 - £33,270 per annum, including high cost allowance Salary period Yearly Closing 18/11/2026 23:59

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£2.1 billion, 1.5 million patient contacts a year and more than 14,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.

We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.

We are recruiting an enthusiastic family support and liaison worker to work within the Paediatric Intensive Care Unit. This key post is vital in providing support to parents, carers and families with children requiring intensive and high dependency care as well as to the nursing team, clerical team and multidisciplinary professionals.

Main duties of the job

We are looking for someone with excellent communication skills to welcome families, parents and carers as a front of house receptionist. You will also be supporting parents with finding accommodation through existing channels, maintain a tidy space for parents, families and carers and work within a dynamic and fast paced environment. You will be working collaboratively with the nursing and medical team whilst also offering front of house support to both the allied health professionals and the clerical team.

Working for our organisation

The Trust provides a full range of local and specialist services across its five sites. In June 2026, we launched our new strategy for 2026-31. Our vision is to transform healthcare, and we have agreed six strategic ambitions to help us improve care for patients, and the working lives of our staff.

Our six strategic ambitions are delivering high-quality patient care; creating a great place to work; leading pioneering research, innovation and education; building strong and successful partnerships; providing timely and efficient care; and ensuring long-term financial sustainability.

We have also agreed four new organisational values – Caring, Collaborative, Inclusive, Innovative – and these underpin everything we do, and how our teams interact with the patients under our care.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities

• To welcome and orientate parents/carers and their relatives/visitors onto the unit, ensuring that security measures that are in place are adhered to.
• Ensure parent/carer satisfaction surveys are distributed and collected.
• Advocate for and promote ‘iwantgreatcare’ programme
• To answer ward telephone enquiries promptly, efficiently and politely, resolving local issues and referring on to other relevant staff as appropriate.
• To facilitate “time out” sessions for families on a weekly basis, ensuring adequate refreshments are available.
• To ensure that the reception desk and waiting areas, parents sitting room and seminar room are maintained in a presentable manner.
• To observe and maintain the confidentiality of patient records and staff information.
• To facilitate booking system for use of the parent accommodation in liaison with Ronald McDonald House, Family Support Worker and relevant staff in the Division.
• Promote sharing of key information that may contribute to a positive experience and ensure information is updated regularly.
• To support the ward manager and clinical team maintain the ward environment to an agreed target condition with each area containing appropriate equipment stored in a clear and organised manner.
• To assist with the care of distressed or bereaved relatives
• To assist with clerical and ward administrative duties, including data management, photocopying, transporting of equipment/data/ paperwork to other department.
• To provide clear and effective information and communication, both verbally and in
• To assist ward staff with general collection/delivery of items necessary to ensure effective operational management of ward/department.
• To demonstrate an awareness of the different cultural, ethnic and religious needs.
• To maintain confidentiality at all times, in and out of the hospital environment

Administration

• Maintain a comprehensive list of patients and their location in the unit.
• Support senior nursing team with administrative duties.
• To help with the training of new members of staff as appropriate.
• To support the critical care ward receptionists during busy periods.
• To access EPIC for relevant information pertinent to the role.
• Collect and distribute post for the department

Personal and Professional Development

• To adhere to, and work within the National Code of Conduct for clinical support workers at King’s College Hospital.
• To be able to identify with support your own development needs, completing a competency document and learning objectives within a specified time frame and as agreed by manager.
• To ensure own attendance at mandatory study days and training (BLS, manual handling etc.) as required by ward/departmental manager
• To update skills and knowledge as required by the Trust.
• To actively participate in annual individual performance review

Application and Interview

• Functional Skills Level 1 in Numeracy and Literacy or GCSEs Maths and English Grades A-E or 9-2.
• Previous clerical/receptionist experience
• Previous experience in the healthcare industry
• To have the ability to communicate effectively and demonstrate excellent communication skills - verbal, listening and written to demonstrate clear, legible handwriting
• Maintaining accurate, timely, concise and legible clinical records both electronic and handwritten which adhere to the Trusts policies
• Able to work on your own but follow the directions of care plans and members of multi-disciplinary teams.

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

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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.

King's College Hospital NHS Foundation Trust Annual Reports and Other Corporate Publications King's Health Partners Academic Health Science Centre Website King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts.

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This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.