For any questions regarding the role or to arrange an informal visit please contact Amy Benton, Booking Team Manager via email at
About The Role
We are looking for friendly, motivated and hardworking individuals to join our Centralised Waiting List Office. As a key member of the team, you will support the effective management of waiting lists across a range of specialties Trustwide, ensuring all activity is aligned with Government Access Standards, the NHS Constitution and the Trust's Patient Access Policy.
In this role, you will use your strong organisational skills, attention to detail and ability to multitask to deliver a highquality, patientcentred clerical service. You will exercise initiative and independent judgement when booking patients based on their clinical needs, complexity and the appropriate case mix. Acting as an essential communication link, you will help ensure patients are fully informed and supported throughout their pathway to elective admission.
We are looking for applicants with experience in a customer service environment, who can communicate clearly, work well as part of a team and demonstrate basic IT skills. Previous NHS experienceparticularly in managing waiting listsis desirable, but full training will be provided for the right candidate.
This is an excellent opportunity to join a supportive, fastpaced team where you will contribute directly to improving patient experience and the smooth running of elective services across the Trust.
In addition to a flexible approach to working the post holder will be required to work 5 over 7 days between 08:00 - 20:00 including evenings and weekends.
Main duties
The successful candidate will exercise initiative and use independent judgement, knowledge and analysis to book patients for elective surgery, dependent on their individual clinical needs, their complexity and the appropriate case mix.
Our teams provide an information and communication link between the patient and their elective admission to hospital.
You will be responsible for decision-making with situations arising from the duties and responsibilities described below to ensure an effective, organised, comprehensive and efficient, high-quality patient centred clerical service.
Key Requirements
To be named contact point liaising with patients, relatives and/or carers as well as medical representatives, GPs, nursing staff, surgical team and support services to ensure the admission is appropriately planned and managed. This can be face to face, over the telephone, in writing or electronic.
To overcome barriers on a daily basis in supporting patients that might not easily understand due to cultural or language differences, physical or mental special needs, or due to age. To use tact and persuasion to negotiate a mutually convenient date for a patients procedure when the may be upset or angry.
To plan multiple theatre/procedure lists up to six weeks in advance, using clinical knowledge, medical terminology and information to meet the patients' 18 week, diagnostic, cancer and/or 28 day rescheduling targets.
Ensure a high standard of customer service is provided at all times to all service users in a helpful, courteous, empathetic, reassuring and diplomatic manner.
To provide advice to patients with matters relating to their admission (pre and post operative guidance) and with regard to their position on the waiting list.
To work under own initiative within approved policies, procedures, booking guidelines and escalation processes to make decisions to ensure efficient and patient centred service delivery.
Essential Person Specification Requirements
NVQ 2 in Customer Care or equivalent experience
5 GCSEs Grade 4/C or above
Experience working in a customer service environment
Excellent communication skills to overcome barriers of understanding
Please see attached Job Description for the Person Specification which details the essential criteria needed to apply for the role.
Be part of MY team
We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff work in patients' homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). We prioritise our people and values so we can deliver the best possible care to patients. Our team is friendly, passionate, and innovative, always seeking better ways to work.
We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces to share ideas and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. We welcome applicants from all backgrounds and especially encourage members of the LGBTQ+ community, ethnic minority groups, and people with disabilities or neurodivergence to apply, as they are currently underrepresented in the Trust.
If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.
Application Guidance
We understand that more applicants are using AI technology to help with their applications. While these tools can be useful, they cannot fully capture your skills, knowledge, and experience. It's important that you personalise your application. Relying solely on AI is not recommended, as it may reduce your chances of success. Our screening process is thorough, so if you have used AI, please make sure to disclose this on your application form.
Our Benefits
Access to the NHS pension plan
Generous holiday allowance of 27 days plus bank holidays, increasing with 5 and 10 years of service
Exceptional employee health and wellbeing services
Extensive benefits and support, including:
Onsite nurseries and childcare salary sacrifice scheme
Cycle to work scheme
Home electronics scheme
Car lease salary sacrifice scheme
Working carers support and advice, carers network and carers passport
Flexible working options and family and carer-friendly policies
Established staff networks, including LGBTQ+ and Race Equality
Career progression, training and support
Skilled worker sponsorship
You can find out more about skilled worker and health and care visas on our .