Call Centre Advisor

Call Centre Advisor post at Lister House Surgery, a GP practice, handling inbound contact within the practice's Call Centre Team. The work centres on answering patient, carer and clinician calls and emails, booking appointments on Systm One and signposting or escalating urgent issues. It is a 30-hour, five-day role with a mix of early and late shifts, and advisors may be redeployed as demand changes.

A DBS check and a full UK driving licence are required.

• Act as first point of contact for patients, carers and healthcare professionals by phone, email and other channels
• Identify patient needs, give information, signpost and escalating urgent issues
• Book patient appointments on Systm One using free slot search in line with practice policy and clinical protocols
• Prioritise and process clinical and administrative tasks, routing requests to the right clinician or team
• Keep accurate patient records on Systm One in line with confidentiality, data protection and clinical governance
• Work with clinicians and administrative colleagues to support patient flow and service quality
• Complete ongoing training and keep up to date with practice policies, SOPs and system changes
• Give flexible administrative support during busy periods, staff absence and changing demand

• Education to GCSE level or equivalent
• GCSE maths and English at grade C or above

• At least one year's experience in a customer service or reception environment

• Excellent face-to-face and telephone communication, including handling difficult situations
• Good interpersonal and organisational skills
• Accurate verbal and written translation of information and details
• Strict adherence to a code of confidentiality
• Sound judgement and local knowledge when answering patient queries
• Working knowledge of Microsoft Office and use of email and the internet

• DBS check
• Full UK driving licence

• Able to cope well under pressure
• Polite and friendly

• NVQ level 2 in customer service or reception
• Previous team working experience
• Previous NHS experience
• Experience of using Systm One or similar systems

• Generous holiday entitlement
• NHS Pension Scheme
• Access to a variety of NHS discounts
• Employee EAP wellbeing support
• Employee discounts