Job summary An exciting opportunity has arisen to join the Booking Centre, Melchett Road in Kings Norton as Team Leader and we are looking to recruit a confident and capable individual to join our diverse team. The post holder will facilitate an empathic and sensitive point of contact for patients/relatives/carers, providing an accessible source for patients to discuss their needs, enabling a more informed choice regarding their healthcare. Responsible to the Outpatient Booking Manager, the post holder will act as Team Leader to supervise a team and participate in the day to day running of the department, adhering to national time frames and ensuring a smooth, efficient and effective service. There is a requirement to complete full training on all systems and will be responsible for the day-to-day training and supervision of other members of the team and other departments. This would be a great opportunity to gain experience within management for further career opportunities. The successful candidate would be required to work 10.00am till 18.00pm, Monday to Friday. Main duties of the job The successful candidate would be a point of contact for members of the Team, Patients and other Service Users Receiving and dealing with telephone enquiries as appropriate To provide day to day supervision to Booking Clerks and plan staff rota and cover tasks as required Deal effectively with patient or staff complaints either on the telephone or via email, and escalate concerns to line manager where necessary Dealing with communication barriers, complaints and complex needs Work collaboratively as part of an integrated team Validation including of Waiting list and referral audits. Updating department contact information. About us We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this. Our commitment to our staff is to create the best place for them to work, and we are dedicated to: Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives. UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work. University Hospitals Birmingham is a Smoke-Free premises hospital. Date posted 18 February 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year Contract Permanent Working pattern Full-time, Flexible working Reference number 304-1085568 Job locations Queen Elizabeth Hospital Mindelsohn Way Birmingham West Midlands B15 2TH Job description Job responsibilities Please Note : For a detailed job description for this vacancy, please see attached Job Description Job description Job responsibilities Please Note : For a detailed job description for this vacancy, please see attached Job Description Person Specification Qualifications Essential Good General Education (e.g. GCSE English and Maths A-C) GCSE Level 9-4 Business Administration NVQ level 3 or equivalent experience in an administrative environment Experience Essential Experience of supervising staff Experience of dealing with the Public/Customer service experience Experience of working with a range of Microsoft Office packages (eg. Word, Excel and Outlook) Experience of using IT systems Desirable Experience of working in a busy environment Experience of working in Healthcare Additional Criteria Essential Good communication / customer care skills both written and verbal demonstrating sympathy and compassion Good keyboard/ IT skills Good organisation skills and ability to multitask Good time management skills Ability to deal professionally with enquiries from staff, Patients and Visitors Ability to problem solve Understand confidentiality and apply the principles in every day working practice Ability to pay attention to detail where there are predictable interruptions to the work pattern Ability to deal with stressful situations and sensitive issues Work effectively and flexibly as part of a team to meet the needs of the services Confident in dealing with people at all levels Must be able to demonstrate an understanding of equality and diversity Mature open and flexible approach to work Demonstrates care and compassion Good inter-personal and communication skills. Good organisational skills Team Player Conscientious Demonstrates reliability, motivation and commitment Ability to travel to multiple sites Desirable Ability to work under pressure and deal with stressful situations Person Specification Qualifications Essential Good General Education (e.g. GCSE English and Maths A-C) GCSE Level 9-4 Business Administration NVQ level 3 or equivalent experience in an administrative environment Experience Essential Experience of supervising staff Experience of dealing with the Public/Customer service experience Experience of working with a range of Microsoft Office packages (eg. Word, Excel and Outlook) Experience of using IT systems Desirable Experience of working in a busy environment Experience of working in Healthcare Additional Criteria Essential Good communication / customer care skills both written and verbal demonstrating sympathy and compassion Good keyboard/ IT skills Good organisation skills and ability to multitask Good time management skills Ability to deal professionally with enquiries from staff, Patients and Visitors Ability to problem solve Understand confidentiality and apply the principles in every day working practice Ability to pay attention to detail where there are predictable interruptions to the work pattern Ability to deal with stressful situations and sensitive issues Work effectively and flexibly as part of a team to meet the needs of the services Confident in dealing with people at all levels Must be able to demonstrate an understanding of equality and diversity Mature open and flexible approach to work Demonstrates care and compassion Good inter-personal and communication skills. Good organisational skills Team Player Conscientious Demonstrates reliability, motivation and commitment Ability to travel to multiple sites Desirable Ability to work under pressure and deal with stressful situations 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. Employer details Employer name University Hospitals Birmingham NHS Foundation Trust Address Queen Elizabeth Hospital Mindelsohn Way Birmingham West Midlands B15 2TH Employer's website https://www.uhb.nhs.uk/jobs.htm (Opens in a new tab)