Job summary Are you an experienced administrator with excellent attention to detail and IT skills? Do you have a passion for supporting services to deliver exceptional quality care to our patients? Are you a people person and enjoy a challenge? As a Booking Centre Team leader, you will coordinate and support your team to ensure consistently high levels of quality and performance are achieved in our Outpatient Booking Centre. This role is ideal for a dynamic individual looking to expand their knowledge and leadership experience within the NHS. You will be responsible for the day-to-day operational management of your team, supporting the Booking Centre Manager to deliver a first-class patient experience. This is a job-share role which requires Team Leader cover from Monday to Friday 08:00 -17:00. You will manage a multi-skilled team and contribute to promoting a positive team-based attitude within the Booking Centre. Applicants will be organised, hardworking, adaptable, committed, and motivated, to help us provide a patient focused service. The role is varied and busy and you will need to have a flexible approach with changing priorities. Main duties of the job To lead and support a team of Booking Operatives, changing and cancelling appointment bookings for specialties. To encourage teamwork and foster a positive working environment. The post holder will be responsible for the supervision and efficient running of the Trust's Outpatient Booking Team. The post holder will supervise and support the team, ensuring high quality patient experience and assisting with continuous service development. To provide support to the Booking Centre Manager in operational management and leadership for the department with regard to all aspects of contact centre responsibilities. To ensure all systems, policies and procedures within the department are patient centred and in accordance with the Trust's strategy. About us Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030). We have four primary goals: high-quality care for all, being a great place to work, partnerships for impact, and research and education excellence And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities. Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all: we are compassionate, we are proud, we are inclusive, and we are one team This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve. About the University Hospitals of Leicester NHS Trust: http://www.leicestershospitals.nhs.uk/aboutus/work-for-us/current-vacancies/ Date posted 21 January 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum and pro rata Contract Permanent Working pattern Full-time, Part-time, Job share Reference number 358-6898934-CSI-BC Job locations The Laurels, Glenfield Hospital Groby Road Leicester LE3 9QP Job description Job responsibilities Some of the responsibilities include, Acting as the first point of contact for routine day-to day queries and issues relating to the team. Using judgement to decide upon appropriate course of action and where necessary escalating these to the Booking Centre Manager. Required to act independently, following policies and procedures, and adhering to pre-set standards. Escalating issues to the Booking Centre Manager where necessary. Communicating change and implementing any new departmental procedures in a positive manner, ensuring that staff are fully aware and sufficiently trained, making suggestions on possible improvements to current working practices. Supervising the quality of the work carried out by the team, providing performance feedback and addressing, or escalating any quality issues, which may arise to the Booking Centre Manager where necessary. Responsibility for ensuring that departmental key performance indicators are collected and collated. See job description for full list of responsibilities. Job description Job responsibilities Some of the responsibilities include, Acting as the first point of contact for routine day-to day queries and issues relating to the team. Using judgement to decide upon appropriate course of action and where necessary escalating these to the Booking Centre Manager. Required to act independently, following policies and procedures, and adhering to pre-set standards. Escalating issues to the Booking Centre Manager where necessary. Communicating change and implementing any new departmental procedures in a positive manner, ensuring that staff are fully aware and sufficiently trained, making suggestions on possible improvements to current working practices. Supervising the quality of the work carried out by the team, providing performance feedback and addressing, or escalating any quality issues, which may arise to the Booking Centre Manager where necessary. Responsibility for ensuring that departmental key performance indicators are collected and collated. See job description for full list of responsibilities. Person Specification Commitment to Trust values and behaviours Essential Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours Training & Qualifications Essential Educated to NVQ Level 3 or City & Guilds certification or equivalent level of knowledge and experience. Knowledge of utilising a database system and Microsoft Office Awareness of security and Data Protection issues. Desirable Experience using UHL IT clinical systems. Experience Essential 2 years administration experience Desirable Contact Centre/Customer Service Experience Supervisory experience Communication and relationship skills Essential Ability to dealing effectively & empathetically with customer enquiries and complaints. Good face to face communication skills (patient and colleagues) Personal skills and attributes Essential Self-motivated. Team player Enthusiastic Ability to use own initiative. Ability to lead a team Equality and Diversity Essential Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs. All staff are expected to engage in compassionate and inclusive leadership in the provision of high-quality care and interactions with others. Person Specification Commitment to Trust values and behaviours Essential Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours Training & Qualifications Essential Educated to NVQ Level 3 or City & Guilds certification or equivalent level of knowledge and experience. Knowledge of utilising a database system and Microsoft Office Awareness of security and Data Protection issues. Desirable Experience using UHL IT clinical systems. Experience Essential 2 years administration experience Desirable Contact Centre/Customer Service Experience Supervisory experience Communication and relationship skills Essential Ability to dealing effectively & empathetically with customer enquiries and complaints. Good face to face communication skills (patient and colleagues) Personal skills and attributes Essential Self-motivated. Team player Enthusiastic Ability to use own initiative. Ability to lead a team Equality and Diversity Essential Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs. All staff are expected to engage in compassionate and inclusive leadership in the provision of high-quality care and interactions with others. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name University Hospitals of Leicester NHS Trust Address The Laurels, Glenfield Hospital Groby Road Leicester LE3 9QP Employer's website https://www.jobsatleicestershospitals.nhs.uk/ (Opens in a new tab)