Appointment Centre Administrator
The closing date is 20 May 2026
We are looking for flexible and enthusiastic candidates who are excellent team players, well‑motivated and capable of working in a busy and challenging environment. To join our team, you must be committed to the delivery of a first‑class administrative service. As well as having excellent organisational, communication and interpersonal skills it is imperative that applicants are able to prioritise work, handle difficult situations and have a flexible approach to working. Having the ability to communicate with members of the public, all staff and healthcare providers are essential requirements of the role as is working effectively as part of a multi‑disciplinary team to ensure that our high standard of patient care is maintained.
* 37 hours 30 minutes per week
NO AGENCIES PLEASE
Main duties of the job
* Previous experience of working within an Outpatient department would be advantageous, though not a necessity as training will be given. Previous customer care/reception knowledge is also desirable.
* The Appointment Booking Centre manages over 280,000 patient appointments per year. Each member of staff may deal with 100 calls per day on average, and the booking centre team handles over 1,500 telephone calls daily.
About us
As a flexible‑working friendly organisation, we want to ensure you can work in a way that is best for us, for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
With around 2 million contacts with patients every year, we deliver care from the following sites:
* Royal Victoria Infirmary (RVI)
* Freeman Hospital
* Newcastle Dental Hospital
* Newcastle Fertility Centre
* Northern Centre for Cancer Care, North Cumbria
* Northern Genetics Service
Job responsibilities
* Managing a large volume of inbound and outbound calls in a timely manner.
* Providing an effective and efficient administrative service at the Appointment Booking Centre, ensuring a high quality of customer care is delivered.
* Continuing to develop and maintain competencies in all areas of work.
Person Specification
SKILLS
* Good literacy and numeracy skills.
* IT skills in Windows‑based applications.
* Ability to communicate with members of the public, all staff and healthcare providers.
EXPERIENCE
* Previous administration experience.
* Previous customer care experience.
* Previous call‑centre/patient contact centre experience.
QUALIFICATIONS
* NVQ Level 2 in an appropriate subject (or on a pathway) or equivalent qualification/experience.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and, as such, will require a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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