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If you want to be part of delivering world-class eye health services and you share our values: excellence, equity, and kindness, then we would love to hear from you! Site: Moorfields at City Road, London Salary: £31,944 - £34,937 Per Annum pro rata, Including HCAS Salary period: Yearly Closing: 06/02/2025 23:59 Moorfields - A global leader in Ophthalmology We are Moorfields Eye Hospital NHS Foundation Trust. Founded in 1804, Moorfields Eye Hospital is a world-class centre of excellence for eye health services, ophthalmic research, and education. With more than 2,300 staff, we are proud to be supported by one of the most diverse workforces in the NHS. Every year we treat more than 700,000 patients at City Road in central London and at our 22 satellite sites, and, in partnership with the UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre, we lead one of the most impactful ophthalmic research programmes in the world. This is an exciting time to join Moorfields. The pandemic fast-tracked a huge amount of innovation which is changing the way we work and deliver care. Construction is underway on Oriel, our new eye care, research, and education centre being built in Camden. The new centre will be flexible and modern, enabling us to bring together healthcare, eye research, and education under one roof for the first time. Job overview
An exciting opportunity has arisen at Moorfields Eye Hospital NHS Foundation Trust, within the Central Bookings Team, for a Team Leader. The role will be based at our main site at City Road. The successful post holder will be primarily responsible for providing operational day-to-day management and leadership of our Booking/Contact Centre teams. The post holder will be responsible for providing cross-team support to the smooth running of the outpatient administration teams and facilitating the seamless patient journey by ensuring that patient pathways are coordinated and streamlined in line with departmental and national targets. If you have previous line management experience, strong customer service skills, and thrive in a fast-paced and demanding workplace, we would like to hear from you. Main duties of the job
The ideal candidate will be highly motivated, flexible, and organised. Moreover, they will be able to work well as part of a team, work towards tight deadlines, and have excellent communication skills. The main expectations of the role include: Consistently deliver a patient-focused service which promotes good customer service and effective team working relationships. Receive patient referrals and administer them in line with timings and requirements as set out in Trust and National policies. Support in the daily management of the Contact Centre. Knowledge and understanding of the Two Week Wait pathway and patient confidentiality is essential. Effectively line manage a team of junior staff. Ensure the provision of an efficient, focused administration service and organise and plan work across the range of administrative functions that underpin the patient pathway. Contribute and support the delivery of all NHS targets and departmental objectives. Use initiative in all aspects of clerical work to efficiently prioritise work and meet deadlines. Ensure compliance with Trust policies and local protocols for Data Protection, Health and Safety, Security, and Fire Safety within the administration team. Working for our organisation
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer: Salary including High-Cost Area Supplement Opportunity to join the NHS Pension Scheme Free 24/7 independent counselling service Learning and development opportunities Easy and quick transport links A range of attractive benefits and discounts Access to Blue Light Card and other NHS Discount Schemes Free Pilates classes Full support and training to develop your skills Flexible working friendly organisation And so much more! To see the full range of benefits we offer please see our Moorfields benefits document. Detailed job description and main responsibilities
To provide an excellent, reliable customer-focused service for the Booking/Contact Centre and provide support on appointment booking management in line with national targets and the department’s local procedural documentation. To monitor the Key Performance Indicators and maintain relationships between Services and customers to meet or exceed contractual KPIs and internal SLAs. To contribute to the delivery of a quality service for the Booking and Contact Centre teams and the maintenance of quality standards. To ensure adherence to department SLAs and SOPs and be proactive in keeping them updated. To support and/or give guidance to Trust-wide staff on referral and appointment booking management in line with standards in the Access Policy and the Department’s local procedural documentation. Participate and contribute to ongoing service development to ensure the department keeps abreast of and can respond to changes where capacity versus demand is challenged, and modernisation due to IT developments are to be implemented. Person specification
Qualifications
Good general education including English and Maths to GCSE A-C or equivalent. A levels or equivalent. Experience
Experience of managing/supervising a team and effective staff management. Experience of working in a busy and demanding customer/patient-facing role. Experience of recruitment, performance review, and disciplinary processes. Knowledge
Knowledge of national RTT targets. Knowledge of Patient Administration System (PAS). Knowledge of HR policies and procedures in NHS. Knowledge of the role of Caldicott Guardian and the Data Protection Act. Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure, and two references. We do not offer visa sponsorship for roles unless clearly stated in our adverts, so please consider this before applying. Our commitment to equality, diversity, and inclusion is at the heart of our organisational culture. As part of our pledge to take positive action in recruitment, we encourage applications from under-represented candidates including BAME (Black, Asian, and Minority Ethnic) and Disabled candidates as we work towards a representative workforce that is able to provide quality, dignity, and respect. Moorfields is a flexible working friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels, and job satisfaction. Every employee of the Trust has the right to request to work flexibly. Please speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you. If we receive sufficient applications, we will close this ad prior to the closing date. You are advised not to delay submitting your completed application. If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team at
moorfields.recruitment@nhs.net. https://www.moorfields.nhs.uk/work-for-us Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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If you want to be part of delivering world-class eye health services and you share our values: excellence, equity, and kindness, then we would love to hear from you! Site: Moorfields at City Road, London Salary: £31,944 - £34,937 Per Annum pro rata, Including HCAS Salary period: Yearly Closing: 06/02/2025 23:59 Moorfields - A global leader in Ophthalmology We are Moorfields Eye Hospital NHS Foundation Trust. Founded in 1804, Moorfields Eye Hospital is a world-class centre of excellence for eye health services, ophthalmic research, and education. With more than 2,300 staff, we are proud to be supported by one of the most diverse workforces in the NHS. Every year we treat more than 700,000 patients at City Road in central London and at our 22 satellite sites, and, in partnership with the UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre, we lead one of the most impactful ophthalmic research programmes in the world. This is an exciting time to join Moorfields. The pandemic fast-tracked a huge amount of innovation which is changing the way we work and deliver care. Construction is underway on Oriel, our new eye care, research, and education centre being built in Camden. The new centre will be flexible and modern, enabling us to bring together healthcare, eye research, and education under one roof for the first time. Job overview
An exciting opportunity has arisen at Moorfields Eye Hospital NHS Foundation Trust, within the Central Bookings Team, for a Team Leader. The role will be based at our main site at City Road. The successful post holder will be primarily responsible for providing operational day-to-day management and leadership of our Booking/Contact Centre teams. The post holder will be responsible for providing cross-team support to the smooth running of the outpatient administration teams and facilitating the seamless patient journey by ensuring that patient pathways are coordinated and streamlined in line with departmental and national targets. If you have previous line management experience, strong customer service skills, and thrive in a fast-paced and demanding workplace, we would like to hear from you. Main duties of the job
The ideal candidate will be highly motivated, flexible, and organised. Moreover, they will be able to work well as part of a team, work towards tight deadlines, and have excellent communication skills. The main expectations of the role include: Consistently deliver a patient-focused service which promotes good customer service and effective team working relationships. Receive patient referrals and administer them in line with timings and requirements as set out in Trust and National policies. Support in the daily management of the Contact Centre. Knowledge and understanding of the Two Week Wait pathway and patient confidentiality is essential. Effectively line manage a team of junior staff. Ensure the provision of an efficient, focused administration service and organise and plan work across the range of administrative functions that underpin the patient pathway. Contribute and support the delivery of all NHS targets and departmental objectives. Use initiative in all aspects of clerical work to efficiently prioritise work and meet deadlines. Ensure compliance with Trust policies and local protocols for Data Protection, Health and Safety, Security, and Fire Safety within the administration team. Working for our organisation
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer: Salary including High-Cost Area Supplement Opportunity to join the NHS Pension Scheme Free 24/7 independent counselling service Learning and development opportunities Easy and quick transport links A range of attractive benefits and discounts Access to Blue Light Card and other NHS Discount Schemes Free Pilates classes Full support and training to develop your skills Flexible working friendly organisation And so much more! To see the full range of benefits we offer please see our Moorfields benefits document. Detailed job description and main responsibilities
To provide an excellent, reliable customer-focused service for the Booking/Contact Centre and provide support on appointment booking management in line with national targets and the department’s local procedural documentation. To monitor the Key Performance Indicators and maintain relationships between Services and customers to meet or exceed contractual KPIs and internal SLAs. To contribute to the delivery of a quality service for the Booking and Contact Centre teams and the maintenance of quality standards. To ensure adherence to department SLAs and SOPs and be proactive in keeping them updated. To support and/or give guidance to Trust-wide staff on referral and appointment booking management in line with standards in the Access Policy and the Department’s local procedural documentation. Participate and contribute to ongoing service development to ensure the department keeps abreast of and can respond to changes where capacity versus demand is challenged, and modernisation due to IT developments are to be implemented. Person specification
Qualifications
Good general education including English and Maths to GCSE A-C or equivalent. A levels or equivalent. Experience
Experience of managing/supervising a team and effective staff management. Experience of working in a busy and demanding customer/patient-facing role. Experience of recruitment, performance review, and disciplinary processes. Knowledge
Knowledge of national RTT targets. Knowledge of Patient Administration System (PAS). Knowledge of HR policies and procedures in NHS. Knowledge of the role of Caldicott Guardian and the Data Protection Act. Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure, and two references. We do not offer visa sponsorship for roles unless clearly stated in our adverts, so please consider this before applying. Our commitment to equality, diversity, and inclusion is at the heart of our organisational culture. As part of our pledge to take positive action in recruitment, we encourage applications from under-represented candidates including BAME (Black, Asian, and Minority Ethnic) and Disabled candidates as we work towards a representative workforce that is able to provide quality, dignity, and respect. Moorfields is a flexible working friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels, and job satisfaction. Every employee of the Trust has the right to request to work flexibly. Please speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you. If we receive sufficient applications, we will close this ad prior to the closing date. You are advised not to delay submitting your completed application. If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team at
moorfields.recruitment@nhs.net. https://www.moorfields.nhs.uk/work-for-us Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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