Receptionist/Telephonist

Gloucestershire Health and Care NHS Foundation Trust; Gloucester; On-site; GBP 21,000 - 29,000; Full time

Job summary

Gloucestershire Health and Care NHS Foundation Trust is seeking a Receptionist/Telephonist to act as the main contact for patients, handling telephone and in-person queries and booking appointments across county clinics. The role is permanent with flexible full- or part-time hours.

The post requires excellent communication, strong organisation, and adherence to confidentiality. Experience in reception, customer service, and using MS Office is essential.

Qualifications

• Educated to GCSE level (Maths and English)
• NVQ Level 3 or equivalent or significant relevant experience
• Experience in reception and admin duties is required
• Experience in customer-facing roles and using Microsoft Office

Responsibilities

• Main telephonist for the single point of access line, booking appointments and handling patient queries
• Act as initial contact for external enquiries from patients, health professionals and organisations
• Provide comprehensive booking services at clinics across Gloucestershire

Skills

Communication skills

Time management

Confidentiality

Customer service

Education

GCSE Maths & English

NVQ Level 3 or equivalent

Tools

Microsoft Office

Job description

Gloucestershire Health and Care NHS Foundation Trust

Receptionist/Telephonist

The closing date is 29 November 2026

This role is offered on a permanent basis. Full or part-time hours are available.

Sexual Health Services provides sexual health care to people across the county of Gloucestershire. The service covers contraception, sexual health screening and treatment, pregnancy advisory, sexual assault and HIV care treatment.

The purpose of this job is to act as the main receptionist/telephonist for patients contacting the service either face to face or via the single point of access telephone line. This will include booking appointments and dealing with patient queries.

Main duties of the job

• To act as the main telephonist for patients contacting the service via the single point of access telephone line. This will include, initial triage as per triage sop, or booking appointments as required, and dealing with patients queries.
• To act as an initial point of contact for all external enquiries from patients, health professionals and representatives from a range of organisations and respond appropriately.
• To provide a comprehensive booking service at a range of clinics across the county of Gloucestershire

The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.

About us

We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people's homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.

Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us. In the latest staff survey, 61% of colleagues gave us their views. It was great to hear that:

• 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
• 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
• 81% said that care of patients and service users is the Trust's priority, compared with an average in comparable NHS Trusts in England of 64%.

This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement. However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.

Job responsibilities

• Provide non-clinical advice and information on outpatient procedures, appointments and clinic arrangements. Book patient appointments to suit individual needs, making the most effective use of clinic time
• To report any safeguarding issues to the appropriate health care professional.
• Communicate clearly, often over the telephone, with members of the public where there may be barriers to understanding.
• Prepare patient files for clinics every day, accurate filing of results, contact appropriate departments if required. Ensure relevant forms and paperwork are available for the doctor/nurse when required

This role is not eligible for sponsorship as per the Governments UK VISA and Immigration Rules and Regulations. For more information please visit https://www.gov.uk/browse/visas-immigration/work-visas

To support compliance with UK immigration requirements, all applicants who require a visa to work in the UK must disclose their visa history in full. This includes current and previous sponsors, dates of sponsorship, visa category, and any changes of employment. If you are on a Graduate or Dependant Visa, please disclose the expiry date on your application. Incomplete information may mean we are unable to consider your application

Person Specification

Qualifications

• Educated to GCSE level (or equivalent) in Maths and English Grade c or above
• Educated to NVQ Level 3 in a relevant subject or equivalent level of qualifications or significant previous experience and knowledge

Experience

• Experience of reception and administration duties
• Experience of working in a customer facing environment (face to face and or the telephone)
• Working knowledge of Micosoft Office packages, e.g. Word, Excel, PowerPoint and Outlook
• Understanding of confidentiality and data protection
• Ability to use patient record systems

Skills

• Ability to communicate effectively in both verbal and written form
• Evidence of ability to communicate with all levels of staff and general public
• Demonstrate an understanding of confidentiality
• Good organisation skills and time-management skills

Knowledge

• Computer literate to a high standard
• Knowledge of different patient administrative systems

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 name

Gloucestershire Health and Care NHS Foundation Trust