Service Support Officer - WestMARC

NHS National Services Scotland; Glasgow; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

NHS Pension

27 days annual leave

Cycle to Work Scheme

Learning & development opportunities

Job summary

NHS Greater Glasgow and Clyde (NHSGGC) is seeking a Service Support Officer to coordinate clinical waiting lists and act as a key contact for patients, carers and healthcare professionals. Based at WestMARC, you will support appointment scheduling, data accuracy and service delivery in a busy environment.

The role offers the chance to contribute to patient care, requires strong organisational and IT skills, and involves working across NHS services in the West of Scotland.

Qualifications

• Formal administrative qualification or equivalent experience.
• Experience in a busy office or customer service environment.
• Excellent communication and interpersonal skills with diverse stakeholders.
• Strong organisational ability to prioritise and manage a varied workload.
• Proficient IT skills with Microsoft Office and electronic systems.

Responsibilities

• Coordinate and manage clinical waiting lists and appointments.
• Act as a primary contact for patients, carers and healthcare professionals.
• Arrange appointments, clinics, transport and interpreting services.
• Triaging repair requests and service enquiries to appropriate teams.
• Maintain patient records and data in line with information governance.
• Process administrative tasks including correspondence and invoices.
• Support colleagues and ensure smooth day-to-day service operations.

Skills

Communication

Interpersonal skills

Organisational skills

IT skills

Teamwork

Healthcare experience

Education

SVQ Level 3 or equivalent

Tools

Microsoft Office

Electronic systems

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:

As a Service Support Officer within WestMARC, you will play a vital role in supporting patients, clinical teams and service delivery across the West of Scotland. Working within a busy and rewarding environment, you will coordinate appointments, manage waiting lists and act as a key point of contact for patients, carers and healthcare professionals. This is an excellent opportunity to join NHS Greater Glasgow and Clyde, one of the largest and most innovative NHS organisations in the UK, where your contribution will directly support patient care and improve access to essential services. If you are organised, compassionate and thrive in a fast-paced environment, this role offers the chance to make a meaningful difference every day.

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, Fixed Term for 1 year
• 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 to ensure patients are appointed appropriately and within agreed timescales
• Act as a primary point of contact for patients, carers and healthcare professionals, providing a professional and responsive service
• Arrange appointments, clinics, transport and interpreting services to support the effective delivery of patient care
• Triage repair requests and service enquiries, ensuring issues are directed to the appropriate clinical or technical teams
• Maintain accurate patient records and data systems in line with information governance and confidentiality requirements
• Process a range of administrative tasks including correspondence, invoices and service documentation
• Provide support and guidance to colleagues and contribute to the smooth day-to-day operation of the service

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

• Formal administrative qualification such as SVQ Level 3 or equivalent relevant experience
• Significant administrative experience within a busy office, customer service or contact centre environment
• Excellent communication and interpersonal skills with the ability to engage professionally with a wide range of people
• Strong organisational skills with the ability to prioritise competing demands and manage a varied workload
• Advanced keyboard and IT skills with experience using Microsoft Office applications and electronic systems
• Ability to work effectively as part of a team while using initiative and judgement to resolve issues independently
• Experience working within a healthcare setting and knowledge of patient-facing services 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

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.