Service Support Officer

NHS Jobs; Leeds; On-site; GBP 22,000 - 26,000; Full time

Job summary

NHS Jobs is seeking a Service Support Officer to join the Operational Team in Leeds. You will provide essential administrative support, manage rotas, handle patient and staff inquiries, and assist with referrals and appointment bookings to ensure smooth service delivery.

The role emphasizes high-quality administration, effective communication, and ongoing service improvement within primary care settings in Leeds.

Qualifications

• Strong administrative and clerical skills are required.
• Experience using care service systems or similar platforms is desirable.
• Excellent written and verbal communication is essential.

Responsibilities

• Provide efficient administrative support to the Operational Management Team and service delivery.
• Coordinate rota schedules to ensure safe staffing and service delivery.
• Serve as first point of contact for patient and staff inquiries by phone and email.

Skills

Rota coordination

Administration

Patient contact

Referrals & appointments

Data entry

Communication

Organisation

Job description

TITLE: Service Support Officer DEPARTMENT Operational Team LOCATION: Leeds ACCOUNTABLE TO: Operational Team ROLE SUMMARY This is a fantastic opportunity to be part of an innovative, close-knit team delivering a range of primary care services across Leeds. The Service Support Officer will play a key role in supporting service delivery through high-quality administration, rota coordination, and patient support. Working closely with the Operational Team, and clinical colleagues, the post holder will provide essential support including rota management, staff and patient contact, referral processing, appointment booking, and general administrative duties. They will act as a central point of contact for staff and patients, ensuring smooth day-to-day operations and contributing to the continuous improvement of services. The role will be aligned to specific areas of service delivery but will provide the flexibility to support across wider services and duties as needed.

MAIN DUTIES AND RESPONSIBILITIES

Administration

Provide efficient and effective administrative support to the Operational Management Team and service delivery teams. Develop and maintain Standard Operating Procedures (SOPs) for administrative and rota functions. Support meetings with preparation of agendas, papers, action logs, and accurate minute taking. Manage diary invites for meetings. Maintain accurate records and databases to support service delivery and reporting. Supporting the wider team with administration tasks. To be responsible for the day-to-day delivery of business administration support of all aspects of the work undertaken by the GP Confederation Operational Management Team.

Rota Coordination

Develop, maintain, and coordinate rota schedules to ensure safe staffing and service delivery. Manage and update rotas, communicating changes promptly to relevant staff. Process leave requests and incorporate into rota planning. Monitor staffing levels, addressing gaps due to planned/unplanned absence, escalating where needed. Liaise with staff and managers to ensure smooth rota operation, arranging cover or rescheduling appointments where required. Act as first point of contact for rota queries, escalating issues appropriately. Identify and implement improvements to rotas to support workforce wellbeing, service efficiency, and patient experience. Maintain rotas accurately and ensure timely circulation to key staff.

Patient and Staff Contact

Act as an initial point of contact for telephone and email queries from patients, practices, and colleagues. Handle enquiries sensitively and confidentially, providing clear information and appropriate signposting. Maintain timely communication with clinical and operational staff to ensure efficient communication and service delivery.

Referrals and Appointment Booking

Process patient referrals in line with agreed procedures, ensuring timely and accurate data entry. Book, confirm, and amend patient appointments using clinical systems (e.g., EMIS, SystmOne). Maintain accurate records of patient activity and support reporting requirements.

Service Support and Quality Support

Accurate data input and collection on service quality and performance. Contribute to continuous service improvement by identifying opportunities to enhance efficiency and patient experience. Assist with incident reporting, safeguarding procedures, and risk management activities, including the escalation of risk to the most appropriate person. Support with the management of key information for service key performance indicators. Participate and contribute to various service delivery meetings and complete actions within planned time. Take a proactive approach in providing day-to‑day support to the wider team Works with team members and colleagues to identify, manage and minimise risks, applying knowledge of the admin role to the overall organisational risk management frameworks. To support the introduction of new working processes to optimise quality.

General tasks

In agreement with their line manager carries out such other duties as may be reasonably expected in accordance with the grade of the post. Build and maintain professional working relationships with stakeholders. Excellent written and verbal communication skills Strong organisational abilities, capable of planning and prioritising effectively. Ability to work well under pressure and execute tasks to a high standard whilst supporting peers. Good questioning skills to enable issues/problems to be identified and resolved. Awareness and experience of working with and respecting confidential material.