Job summary
- Main area
- Outpatients Booking Team
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 362-A-25-7261230
- Employer
- Stockport NHS Foundation Trust
- Employer type
- NHS
- Site
- Stepping Hill
- Town
- Stockport
- Salary
- £26,530 - £29,114 pro rata per annum
- Salary period
- Yearly
- Closing
- 07/07/2025 23:59
Employer heading
Booking Team Leader
Band 4
Stockport NHS Foundation Trust
There are lots of good reasons to choose to come and work at Stockport NHS Foundation Trust. A dynamic integrated Trust with integrity and vision. Exactly the same qualities you’ll see in yourself. Stockport NHS Foundation Trust aims to be the organisation of choice for patients and an employer of choice for staff. In order to continually improve all aspects of our patient experience, we rely upon having a highly skilled, motivated, diverse, productive and patient focused workforce.
Stockport Foundation Trust is one of four ‘specialist’ hospital sites in Greater Manchester. Being a ‘specialist’ hospital will enhance our general surgery, anaesthetics, critical care and emergency medicine for the benefit of people in Stockport, High Peak, Cheshire and across Greater Manchester.
Our values ‘We Care, We Respect, We Listen’ are at the heart of everything we do, and come from our promise: ‘Making a difference every day.’ They drive the behaviour and actions for everyone in our organisation.
In your application for this post, please describe how your experience and skills align with 'Our values-based behaviours' ( see additional documentation) and provide examples.
Greater Manchester Continuous Service Commitment
As well as recognising previous NHS service, Stockport NHS Foundation Trust is a member of the Greater Manchester Continuous Service Commitment. If you are currently employed by Greater Manchester Local Authority, Combined Authority, GMFRS, TfGM as well as other public service organisations, Stockport NHS Foundation Trust will recognise your previous service for sickness and maternity/paternity/adoption entitlement and also for annual leave purposes (providing there has been no break in service). If you currently work for one of the above organisations and successfully apply for a post with Stockport NHS Foundation Trust, please ensure the Recruitment team are aware so that this service is reflected in your contract of employment.
Our Values:
We Care
About each other
Our patients and their families
The communities we serve
The environment
We support them and deliver on their promises
We Respect
Each other
Our patients and their families
Our partners
We are kind and helpful, and we expect the same in return
We Listen to
Each other
Our patients and their families
Our partners
We act and learn from what we hear
Job overview
The successful candidate needs to provide and maintain an efficient and effective administrative service in line with local policies and procedures.
To manage appointments that are carried out within both national and local guidance and targets.
General and Administrative duties will include:
• Maintain an efficient and effective service
• Routine duties include: answering telephone enquiries, updating the Patient Administration System
• Checking the waiting lists and clinics on a daily basis,
• Supervising staff and allocating work
• Maintain professional standards in appearance, behaviour and punctuality.
• Excellent IT skills
Main duties of the job
The Booking team leader is responsible for the day to day operations of the booking team along with the management of clinics and waiting lists The role will involve meeting service standards for clinics and their utilisation whilst ensuring a prompt, professional, friendly and courteous service for members of the public as well as internal and external service users contacting the Trust.
The Booking team leader will ensure that, in addition to undertaking their own workload, staff are in place to deliver the service. The Booking team leader will work closely with the Directorate Support Managers to develop efficient processes and continually improve the service.
Working for our organisation
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.
If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
Benefits we offer to you:
- Between 27-33 days of annual leave plus bank holidays
- NHS pension scheme membership
- Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
- NHS Staff discounts
- Cycle to work scheme
- Salary finance – for loans, savings, budget planning and tips on managing debt
- Stockport Credit Union– for local financial advice
Detailed job description and main responsibilities
The post holder will
- To provide day to day operational supervision for the services
- To ensure there is efficient and effective delivery of the service
- To manage rotas, annual leave and staff workloads
- To provide HR management of staff
- To ensure there is effective processes and management of re outpatient waiting lists , clinic booking and utilisation
- To undertake PTL meetings with various specialties across the trust
- To prioritise service demands and ensure capacity is provided to meet demand
- To monitor and take action to improve to Key Performance Indicators
- To monitor and manage staff performance and ensure they are working to Trust policies and standard operating procedures
- To ensure there is a high quality of training and development of the teams
- To be a point of escalation for staff and service users for designated areas of responsibility
- To cross cover for colleagues as needed
- To deputise for the Directorate Support managers at appropriate forums as needed
Any other duties commensurate with the role.
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trust’s policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
Person specification
Skills and Abilities
Essential criteria
- Ability to understand and interpret complex documents
- Excellent organisational skills and ability to deal with a range of responsibilities with varying deadlines
- Excellent interpersonal and communication skills including dealing with all disciplines of staff
- Ability to work under pressure and to deadlines using own initiative and sound judgement
- Ability to act independently using own initiative
- Customer care skills
- Able to persuade, negotiate and influence others
- Able to demonstrate a commitment to innovation and change
- Work with accuracy and attention to detail
- Ability to understand and communicate complex information
Desirable criteria
- Previous knowledge of hospital environment or similar
Experience
Essential criteria
- Experience of line management in a busy administrative environment
- Extensive administration experience
- Computer literate – experience of using Microsoft Office / Outlook/Excel and hospital IT systems
- Experience managing, maintaining and developing paper based and/or computer filing systems
- Experience of working to deadlines, setting priorities and dealing with a varied workload
- Experience of developing process and procedures to improve efficiency
Desirable criteria
- NHS experience
- Experience of supporting and delivering role specific training e.g. Customer Care
Knowledge
Essential criteria
- Strong knowledge of call centre & administrative processes/procedures
- Knowledge of Patient Access Targets / 18 week Referral To Treatment pathways / patient tracking lists
- Managerial knowledge acquired through training/course or equivalent experience or equivalent training and experience
- Good understanding of customer care and providing a quality service
- Knowledge of NHS outpatient booking processes
- Good understanding of capacity management
Desirable criteria
- • Understanding of NHS structure and current policies
Education and Qualifications
Essential criteria
- A levels / NVQ Business Administration Level 3 or equivalent experience
- ECDL /Computer Skills certification or equivalent IT and keyboard skills
Employer certification / accreditation badges
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Application numbers
Documents to download
Further details / informal visits contact
- Name
- Andrea Owen
- Job title
- Assistant Directorate Manager
- Email address
- [email protected]
- Telephone number
- 0161 419 2199
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