Job summary This is an exciting opportunity within the Patient's Booking Hub Management Team. As one of a team of Patients' Booking Hub Co-ordinator roles across the service, we are looking for a professional to lead Band 2 Clerical Officers and Band 3 Team Leaders. The post holder will support the Patient's Booking Hub Service Manager to implement and manage the ambitious vision of the service. The Patients Booking Hub as a centralised corporate service brings together the best in outpatient appointment booking practice and processes, supported by innovative technology which ensures our patients receive a high-quality experience as standard when contacting the hospital about their appointment. Leading within the management team, this role will oversee the development of both staff, technology and systems to achieve a positive impact on the lives of our patients. Main duties of the job To work in line with and in accordance with the expectations of the Patients' Booking Hub Management Principles. As part of a Team of Hub Co-ordinators, provide day to day leadership, management and co-ordination of Band 3 Team Leaders and their Band 2 Clerical Officer team within the Patients' Booking Hub. Provide clear direction to Band 3 Team Leader and Band 2 Clerical Officer staff of the necessary operational tasks to deliver the Hub core business remit including timescales for delivery. To provide timely escalation of operational risks to the Band 6 Assistant Service Manager and a plan for risk mitigation. To maintain a strong operational understanding of the patient pathways and outpatient appointment booking requirements for your portfolio of services. To maintain a basic level of operational knowledge of the full portfolio of services to fulfil the role of the Duty Manager. To fulfil the role and tasks of Duty Manager when rota'd taking responsibility for supporting all staff in the Hub and prioritising the use of available resources in any team to meet operational priorities and deadlines in the Hub. To develop an understanding of patient pathways and processes within new services due to transition and prior to go live, support new staff and teams to transition and establish themselves within the Patients' Booking Hub portfolio. To fully comply with all Sheffield Teaching Hospitals NHS Foundation Trust policies, procedures and guidelines. About us You will be working for an organisation which values and respects all its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives. The Patient Booking Hub opened in 2018 and is based at the Royal Hallamshire Hospital in Sheffield. It has been created to combine existing best practice single 'STH Way' that provides a consistent high quality and standard patient experience. It provides increased support, learning and career development opportunities for Administrative and Clerical staff within a new and high-quality working environment. It strives to improve the resilience within outpatient booking services and facilitate the faster adoption of technological and process improvements for the benefit of patients. The Patients' Booking Hub has a culture of innovation and continuous improvement in outpatient booking systems and processes. Date posted 20 March 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year pa/pro rata for part time staff Contract Permanent Working pattern Full-time Reference number 190-0031-DIR Job locations Royal Hallamshire Hospital Tree Root Walk Sheffield S10 2JF Job description Job responsibilities Please view the attached Job Description and Person Specification documents for full details regarding this post. When completing your application please ensure that you clearly demonstrate how you meet the role criteria. Job description Job responsibilities Please view the attached Job Description and Person Specification documents for full details regarding this post. When completing your application please ensure that you clearly demonstrate how you meet the role criteria. Person Specification Qualifications/Training Essential NVQ L4 in Administration / Customer Service or Team Leading, or equivalent qualification or demonstrable experience. GCSE Maths and English grade C/4 (or equivalent) or equivalent experience. Desirable ECDL. Experience Essential Experience of leading and managing operational teams providing customer service to internal or external business partners and the public. Experience of building a team and developing a strong customer service and continuous improvement culture. Experience of resourcing, training and managing the performance of staff in line with HR policies. Experience of monitoring demand and capacity in an operational service. Experience of delivering performance standards or Service Level Agreements through others. Experience of working in partnership with other stakeholders to deliver tasks. Experience of developing induction and training programmes. Experience of planning the implementation of operational changes. Desirable Experience of managing teams within a healthcare Contact Centre environment. Experience of managing teams in a demanding NHS administration environment. Knowledge of medical terminology. Special Skills/Aptitudes Essential Exceptional leadership, Interpersonal skills and resilience. Effective leader and motivator of staff. Customer focussed, solution orientated and a tenacious approach to problem solving. Effective listening and questioning skills. Demonstrable self-awareness, an understanding of impact on others and an ability to manage self and maintain professional conduct in sometimes difficult and challenging situations. Flexible and adaptable approach. Ability to organise and prioritise own workload and that of a team. The ability to discuss sensitive issues and demonstrate empathy with patients and staff. Excellent verbal and written communication skills to ensure patient's staff are always well informed. Excellent ICT skills and an interest in adopting new technology to improve the patient experience technology. A commitment to promoting equality and diversity in the workplace and in service delivery and development Other Factors Essential Flexibility - to cover various shifts in the Patients' Booking Hub and work across sites as and when required. Further Training Desirable Contact centre technology system training. Person Specification Qualifications/Training Essential NVQ L4 in Administration / Customer Service or Team Leading, or equivalent qualification or demonstrable experience. GCSE Maths and English grade C/4 (or equivalent) or equivalent experience. Desirable ECDL. Experience Essential Experience of leading and managing operational teams providing customer service to internal or external business partners and the public. Experience of building a team and developing a strong customer service and continuous improvement culture. Experience of resourcing, training and managing the performance of staff in line with HR policies. Experience of monitoring demand and capacity in an operational service. Experience of delivering performance standards or Service Level Agreements through others. Experience of working in partnership with other stakeholders to deliver tasks. Experience of developing induction and training programmes. Experience of planning the implementation of operational changes. Desirable Experience of managing teams within a healthcare Contact Centre environment. Experience of managing teams in a demanding NHS administration environment. Knowledge of medical terminology. Special Skills/Aptitudes Essential Exceptional leadership, Interpersonal skills and resilience. Effective leader and motivator of staff. Customer focussed, solution orientated and a tenacious approach to problem solving. Effective listening and questioning skills. Demonstrable self-awareness, an understanding of impact on others and an ability to manage self and maintain professional conduct in sometimes difficult and challenging situations. Flexible and adaptable approach. Ability to organise and prioritise own workload and that of a team. The ability to discuss sensitive issues and demonstrate empathy with patients and staff. Excellent verbal and written communication skills to ensure patient's staff are always well informed. Excellent ICT skills and an interest in adopting new technology to improve the patient experience technology. A commitment to promoting equality and diversity in the workplace and in service delivery and development Other Factors Essential Flexibility - to cover various shifts in the Patients' Booking Hub and work across sites as and when required. Further Training Desirable Contact centre technology system training. 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 Sheffield Teaching Hospitals NHS Foundation Trust Address Royal Hallamshire Hospital Tree Root Walk Sheffield S10 2JF Employer's website https://www.sth.nhs.uk (Opens in a new tab)