Employer: University Hospitals Bristol and Weston NHS Foundation Trust, Site: Bristol Eye Hospital.Job title: Outpatient Call Handler, Band 2, part‑time 12‑month contract.Salary: £25,272 pro‑rate per year.Closing date: 14/06/2026 23:59 (Interview date 18/06/2026).
The Outpatient Appointment Centre operates Monday to Friday 8:00–19:00, closed on bank holidays. 22.5 hours per week are needed on a 12‑month contract. The role is hybrid, with both home and office based work.
Roster pattern
- 8:00 – 16:00
- 8:30 – 16:30
- 9:00 – 17:00
- 11:00 – 19:00
Main duties of the job
Book, cancel and alter patient appointments using the Trust’s Patient Administration System, ensuring compliance with the Patient Access Policy and local Referral to Treatment (RTT) guidelines. Act as the first point of contact for patients, delivering excellent customer service, managing call volume within departmental time limits, and upholding the Trust’s values.
Person specification
Knowledge and Experience
- Experience dealing with the public, both on the telephone and in person
- Previous NHS experience
- Customer care/call centre experience
Skills and Abilities
- Excellent, professional telephone manner
- Flexible approach to duties
- Able to work under pressure and meet deadlines while maintaining a high standard of accuracy
- Ability to work in a busy environment
- Good IT skills, including Microsoft Office
- Confidence to handle difficult conversations with patients, relatives and carers
- Ability to work independently and as part of a team
Qualifications and Training
- GCSE (or equivalent) in English Language and Maths, grade C or above
Benefits and support
- Equal opportunities employer, committed to a diverse workforce
- Support for health and well‑being, career development through training and management support
- Safeguarding responsibilities for vulnerable people in the course of duties
- Applicants must be able to speak fluent English; visa sponsorship available if required
- Employment records securely stored within NHS employee systems
- Clear communication guidelines to prevent scams and avoid requests for payment
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