Job Description

Band 3

Main area

Outpatients

Grade

Band 3

Contract

12 months (Approx. 12 months fixed term)

Hours

Full time - 37.5 hours per week

Job ref

343-7492275-FM-SC-VCG

Site

St Helier Hospital

Town

Carshalton

Salary

29,651 - 31,312 Pa incl HCAS Outer pro rata

Salary period

Yearly

Closing

26/11/2025 23:59

At Epsom and St Helier Hospitals, above all we value respect. We put respect at the heart of all we do, by living up to our shared behaviours of kindness, professionalism, positivity and teamwork. This enables us to provide great patient care and make ESTH a great place to work. When you sign up to work with us, you sign up to this and we welcome applicants who share our values.

Job overview

We are looking for an enthusiastic individual to join our team in the Outpatients Booking Centre



The post holder will be part of a team that arranges patients outpatients appointments across the Trust and deal with patients/relatives telephone enquiries via our Outpatient Call Centre based at St Helier Hospital regarding appointments. He/she will offer a choice of dates and times for appointments and reschedule appointments as and when necessary. They will also offer a service to GP's who wish to make enquiries about an appointment.

Main duties of the job

The post holder will make appointments and deal with questions primarily via telephone, but also email and online.



When booking appointments a wide range of communication skills will be used in order to provide a patient centred booking service. The post holder will be sensitive to the needs of each individual, responding differently to a wide range of needs.



To use a variety of communication styles to ensure effective telephone communication to all patients; this includes working with those who may have difficulties in communication, who are vulnerable, and from a range of cultural backgrounds.

Working for our organisation

Epsom and St Helier University Hospitals NHS Trust provides a range of medical services to approximately 490,000 people living across southwest London and northeast Surrey. In addition, we provide more specialist services, in particular renal and neonatal intensive care, to a wider area, covering parts of Sussex and Hampshire.



We serve an area that is rich in diversity, with a mix of urban and rural areas, and differing levels of quality of life. We cover some of the most prosperous postcodes in the country, as well as some poorer areas. Together with our colleagues at NHS Surrey and NHS Sutton and Merton, we work to make sure that we deliver the best possible care to the communities we serve.



The Trust employs approximately 5,000 staff across its hospitals and is supported by over 500 volunteers.

Detailed job description and main responsibilities

Please see the attached supporting job description and person specification document which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification.

The recruiting team reserve the right to close this advertisement early once applications reach maximum limit.

Person specification

#

Education & Qualification

Essential criteria

Good basic educational background GCSE English Grade C or above

Desirable criteria

NVQ Level 3 in Business administration or Customer care #

Experience

Essential criteria

Customer Service experience Knowledge of patient administration work in a healthcare setting. Knowledge of a full range of IT / patient admin systems

Desirable criteria

NHS Experience Experience of Access Database/ Excel Spreadsheets #

Skills & Abilities

Essential criteria

Good verbal and written communication skills Able to work independently and as a team member Respect for confidentiality

Desirable criteria

Evidence of interacting with a wide range of people #

Personal Attributes

Essential criteria

Organised and logical

Your recruitment team

The NHS South West London Recruitment Hub is your dedicated recruitment team, here to support you at every stage of the process. If you have a query, please contact us:

E:

krft.askrecruitment@nhs.net

Your application

Please ensure your supporting statement clearly reflects the

job description

and

person specification

, as shortlisting will be based on these criteria.



Please refer to the latest UKVI guidance and ensure you have the appropriate right to work before applying for this role.

Use of Artificial Intelligence

We kindly ask that you avoid using AI tools to draft your application. We value authentic, individual responses that reflect your own experience and communication style.

References

Please provide a minimum of

3 years' employment and/or education history

, including

professional email addresses

(not personal accounts such as Hotmail or Gmail). If you cannot provide these, please inform the interview panel to avoid delays in pre-employment checks.

Closing date

To help us manage recruitment efficiently, some vacancies may close early once we have received a sufficient number of applications.

Shortlisting

If you are successfully shortlisted, you will be contacted by

email or SMS

from the South West London Recruitment Hub. Please check your registered TRAC email regularly.

Application feedback

If you do not hear from us within

four weeks of the closing date

, please assume your application has not been successful on this occasion.

Safeguarding and DBS Checks

We are committed to safeguarding children and vulnerable adults. For roles with direct access to these groups, an

Enhanced Disclosure and Barring Service (DBS) check

will be required. All staff are expected to understand and uphold their safeguarding responsibilities as part of their role.

Employer certification / accreditation badges

Application numbers

This vacancy may have an application cap, so please apply promptly to avoid disappointment. Ensure your supporting statement clearly shows how you meet the job specifications.