Call Centre Advisor

• Act as the first point of contact for patients, carers, and healthcare professionals, providing a professional, empathetic service via telephone, email, and other communication channels.
• Manage enquiries by identifying patient needs, providing information, signposting appropriately and escalating urgent issues when required.
• Book patient appointments using SystmOne and free slot search in line with practice policies and clinical protocols.
• Priorities and process clinical and administrative tasks accurately, ensuring requests are directed to the appropriate clinician or team.
• Maintain accurate patient records on SystmOne, ensuring all interactions are documented in line with confidentiality, data protection, and clinical governance standards.
• Work collaboratively with clinicians and administrative colleagues to support effective patient flow and high-quality service delivery.
• Participate in on-going training and keep up to date with practice policies, standard operating procedures, and system changes.
• Provide flexible administrative support during busy periods, staff absences, and changing service demands, undertaking additional duties to support the smooth running of the practice.

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

Essential

• Disclosure and Barring Service (DBS) Check.
• Maintaining confidentiality at all times.

Desirable

• Full UK driving licence.

Essential

• 1 years' experience in a Customer Service/Reception Environment.

Desirable

• Previous experience of team working.
• Previous NHS experience.
• Experience of using SystmOne (or similar).

Essential

• Excellent communication skills, face to face and on the telephone including the ability to deal appropriately with difficult communication situations.
• Good interpersonal and organisational skills.
• Ability to translate information and details accurately both verbally and written.
• Understanding acceptance and adherence to a strict code of confidentiality.
• Confidence to use own judgement, based on resourcefulness and local knowledge in response to patient queries.
• A good working knowledge of Microsoft Office products and the ability to use email/internet.

Essential

• Education to GCSE level or equivalent.
• GCSE Mathematics and English (C or above).

Desirable

• NVQ level 2 in Customer Service/Reception environment.

Essential

• Ability to maintain confidentiality.
• Able to cope well under pressure.
• Polite and friendly.