University Hospital Southampton NHS FT
Apprentice Customer Service Administrator
Key Responsibilities
- Making and receiving over 20,000 calls per month from patients.
- Booking over 650,000 outpatient appointments annually, covering 50 specialties.
- Managing clinics, rescheduling/canceling appointments, and filling new clinics.
- Covering reception desks across multiple sites, checking patients in, booking follow-up appointments, and handling queries.
- Preparing patient packs for outpatient clinics.
- Managing outpatient booking and reception functions.
- Providing excellent customer service to patients, relatives/carers, and external agencies.
- Providing comprehensive administration, booking, and appointment services for outpatients, ensuring compliance with waiting time targets.
- Working in a centralized Patient Services Centre and providing cross-cover for other staff to maintain a consistent and effective administration service.
- Liaising with line managers to escalate clinic capacity issues.
- Building relationships with internal and external stakeholders.
Skills and Expertise
- High standards of accuracy and attention to detail.
- Excellent communication skills (telephone and in-person).
- Competent IT skills, including Microsoft Excel.
- Ability to work independently and seek guidance when needed.
- Demonstrated compassion, patience, and calmness.
- Strong organizational skills.
- Understanding of customer experience and its importance.
- Development of interpersonal skills and communication skills.
- Personal organization and developing self.
- Team working.
Job Facilities/Benefits
- Paid apprenticeship training (on-site or local college).
- Agile working (mixture of on-site and remote).
- Flexible working hours (to be discussed at interview).
- NHS discounts.
- Minimum of 35 days paid holiday (pro-rata).
- Generous pension scheme.