Service Support Officer - WestMARC

NHS National Services Scotland; Glasgow; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

NHS Pension Scheme

Learning and development opportunities

Cycle to Work Scheme

Employee assistance programme

Job summary

NHS Greater Glasgow and Clyde is seeking a Service Support Officer at WestMARC, based at Queen Elizabeth University Hospital. You will coordinate clinical waiting lists, arrange appointments, and respond to patient enquiries to help deliver timely, high-quality care.

You will work with multidisciplinary teams, maintain accurate records, and support repairs and servicing for mobility equipment, while upholding information governance standards.

Qualifications

• SVQ Level 3 in Administration or equivalent administrative experience.
• Excellent interpersonal and communication skills with the ability to engage effectively with a wide range of individuals.
• Advanced keyboard and typing skills with a high level of accuracy and attention to detail.
• ECDL or equivalent IT skills, including experience using Microsoft Office applications.
• Ability to use initiative, make informed decisions and manage competing priorities in a busy environment.
• Proven ability to work collaboratively as part of a team while managing your own workload effectively.
• Experience working within an office, contact centre or NHS environment would be advantageous.

Responsibilities

• Coordinate and manage clinical waiting lists, ensuring patients are appointed in line with service targets and priorities.
• Arrange, amend and confirm appointments across WestMARC, satellite clinics and community locations.
• Act as a key point of contact for patients, carers and healthcare professionals, responding to enquiries with professionalism and sensitivity.
• Support the coordination of repairs and servicing for mobility equipment, ensuring patient needs are addressed promptly.
• Maintain accurate patient records and input information onto electronic systems in line with information governance standards.
• Liaise with multidisciplinary teams, interpreting services and external partners to support seamless patient care.
• Undertake a range of administrative duties including processing documentation, invoices and providing reception cover when required.

Skills

Interpersonal skills

Communication skills

Keyboard skills

IT skills (ECDL / MS Office)

Discretion & information governance

Teamwork

Experience in NHS admin

Education

SVQ Level 3 in Administration or equivalent

Tools

ECDL

Microsoft Office

Job description

NHS Greater Glasgow and Clyde (NHSGGC) is one of the largest healthcare systems in the United Kingdom, employing approximately 40,000 staff across a wide range of clinical and non-clinical professions and roles. We deliver acute hospital, primary, community and mental health services to a population of over 1.15 million people, and to a wider population of 2.2 million when regional and national services are included.

The role:

Are you an organised and customer-focused administrator looking to make a real difference to patients across the West of Scotland? As a Service Support Officer within WestMARC, part of NHS Greater Glasgow and Clyde, you will play a vital role in supporting clinical teams and ensuring patients receive timely, high-quality care. Working within a specialist regional service, you will coordinate appointments, support patient enquiries and contribute to the smooth delivery of rehabilitation and mobility services. This is an exciting opportunity to join Scotland's largest NHS Board, where collaboration, compassion and continuous improvement are at the heart of everything we do.

This role does not meet the eligibility criteria for a Skilled Worker visa or a Health and Care Worker visa. NHS Greater Glasgow and Clyde (NHSGGC) is unable to provide candidates or employees with a Certificate of Sponsorship (COS).

Duration, Location, and Working Pattern:

• Full-time, Permanent
• You will be based at WestMARC, Queen Elizabeth University Hospital
• Working Pattern: Monday, Tuesday, Wednesday, Friday – 0830-1630. Thursday: 0830-1500.

Key responsibilities:

• Coordinate and manage clinical waiting lists, ensuring patients are appointed in line with service targets and priorities
• Arrange, amend and confirm appointments across WestMARC, satellite clinics and community locations
• Act as a key point of contact for patients, carers and healthcare professionals, responding to enquiries with professionalism and sensitivity
• Support the coordination of repairs and servicing for mobility equipment, ensuring patient needs are addressed promptly
• Maintain accurate patient records and input information onto electronic systems in line with information governance standards
• Liaise with multidisciplinary teams, interpreting services and external partners to support seamless patient care
• Undertake a range of administrative duties including processing documentation, invoices and providing reception cover when required

Knowledge, training, qualifications and/or experience required to do the job:

• SVQ Level 3 in Administration or equivalent administrative experience
• Excellent interpersonal and communication skills with the ability to engage effectively with a wide range of individuals
• Advanced keyboard and typing skills with a high level of accuracy and attention to detail
• European Computer Driving Licence (ECDL) or equivalent IT skills, including experience using Microsoft Office applications
• Ability to use initiative, make informed decisions and manage competing priorities in a busy environment
• Proven ability to work collaboratively as part of a team while managing your own workload effectively
• Experience working within an office, contact centre or NHS environment would be advantageous

What we offer:

We offer a wide range of supportive policies designed to enhance your employee journey, including a comprehensive Employee Assistance Programme, Cycle to Work Scheme, bursary scheme and extensive learning and development opportunities.

As an NHS Scotland employee, you will be entitled to:

• A minimum of 27 days annual leave, increasing with length of service, plus public holidays
• Membership of the NHS Pension Scheme, including life insurance benefits
• Salary Sacrifice Car Benefit Scheme
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• NHS discounts on a wide range of goods and services
• Confidential employee support and assistance, including counselling and psychological therapies

For an informal discussion, please contact: Janet Aitken or Lynsey Drummond, Admin Managers, on 0141 232 7585 or [e-mail] [e-mail]

Details on how to contact the Recruitment Service and the Recruitment Process: Information for candidates

This vacancy may close early due to a high volume of applications. We recommend applying as soon as possible to avoid disappointment.

AI tools like ChatGPT or Copilot can be great for planning and preparing your application, but your answers must be your own.

• Show us the real you: Your application should reflect your skills, experience, and motivations authentically.
• Use AI wisely: It’s fine to use AI for ideas or to check spelling and grammar, but don’t let it write your answers.
• Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.

Tip: Think of AI as a helper, not a substitute. We want to understand you, not an AI tool.

NHS Greater Glasgow and Clyde (NHSGGC) recognises the importance of work-life balance and is committed to offering a range of flexible working options where service needs allow. For roles where less than full-time hours can be accommodated, and where the tenure is listed as "various", we encourage applications from individuals seeking flexible working arrangements. Flexible working will be included as a topic for discussion during the recruitment process.

NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We are committed to promoting equality, diversity and inclusion and are proud of the diverse workforce we employ.

By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We welcome applications from across the Armed Forces Community and recognise military skills, experience and qualifications throughout the recruitment and selection process.

For application portal or log-in issues, please contact the Jobtrain Support Hub in the first instance.