Main area Emergency Department Grade Band 3 Contract Permanent Hours Part time - 18.75 hours per week (Shifts covering days and nights during the week, weekends, inclusive of bank holidays) Job ref 213-DivisionB-8231288
Employer King's College Hospital NHS Foundation Trust Employer type NHS Site Princess Royal University Hospital Town Orpington Salary £30,630 - £32,346 pro rata per annum including high cost area Salary period Yearly Closing 29/10/2026 23:59
King's College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£2.1 billion, 1.5 million patient contacts a year and more than 14,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.
We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.
As a Customer Care Officer in the PRUH Emergency Department, the post holder is responsible for delivering a comprehensive reception and administration service, demonstrating exemplary customer service to patients and visitors. The post holder will be expected to work flexibly within a team to ensure that reception duties are covered 24/7.
As a member of the team, the post holder will be responsible for booking patients into the emergency department, answering and directing phone calls, responding to patient/visitor requests, providing admin support, managing inboxes and assisting with business continuity and downtime, both planned and unplanned.
Main duties of the job
The main duties of a CCO are inclusive (but not limited to) the below
CCOs will receive and register injured/trauma patients within the agreed timescales and customer care standards.
CCOs must ensure accurate and diligent administration with regards to receiving and registering patients, maintaining required Trust data, completing necessary paperwork, obtaining signatures of consent from patients, manual indexing, and entry on the in-house computer system to an agreed specified standard. You must ensure that the Emergency Department (ED) captures all relevant registration data and that this is entered on to the in-house computer data base namely EPIC.
Post-holder must manage face-to-face enquiries promptly and efficiently, providing an immediate response or referring individual on to appropriate person as and when required and answer telephone calls in a polite and professional manner taking accurate messages and ensuring these are given to the appropriate people.
Working for our organisation
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Detailed job description and main responsibilities
The post holder is responsible for delivering a comprehensive reception and administration service to the Emergency Department. The accurate collection, inputting and maintenance of data is key to this position as the post holder will be expected to work flexibly within a team to ensure that the department captures all activity data and that this data is correct. Reception duties will involve face-to-face patient contact and telephone work with some ability to assess when an individual requires immediate clinical assistance. Appropriate training will be given to assist with this.
A high level of professionalism is essential and a courteous and polite approach to our client group is expected at all times. CCOs will support the department with ad-hoc administration duties and provide assistance during periods of outage/downtime.
Further details can be found on the job description and person specification
Person specification
Qualifications, Knowledge and Skills
- Good standard of general education to at least GCSE grade A-C or equivalent in English and Maths
- Basic computer literacy. Willingness to learn new computer software packages.
- Ability to work under pressure and exercise judgment when dealing with enquiries
- Excellent written and verbal communication skills combined with an effective and courteous telephone manner.
- Administrative experience within an NHS hospital environment that involves daily data collection to a required standard or similar environment.
AI tools like chatbots and virtual assistants can support you as you complete your application. For example, they can check for spelling or grammar errors, or help you to decide what to include. They shouldn’t however replace your own responses or be used to write the application for you.
Relying too much on AI can negatively impact your chances of success because automatically generated answers:
- might not be specific or relevant enough to address the criteria in the recruitment profile
- often seem generic and not personalised enough – an AI response won't show your unique voice and perspective
- could misrepresent information about you, such as your qualifications, skills and experience
We monitor applications for any behaviour that could create an unfair advantage, and we check all references carefully. You are likely to be tested on your experience at interview, so be honest and make sure all the information in your application is correct.
King's College Hospital NHS Foundation Trust Annual Reports and Other Corporate Publications
King's Health Partners Academic Health Science Centre Website
King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts.
Employer certification / accreditation badges
Application numbers
Please note that the closing date is given as a guide. On occasions, we may close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.
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Customer Care Officer in City of London employer: Kings College Hospital
King’s College Hospital NHS Foundation Trust is an exceptional employer, offering a dynamic work environment where you can lead a dedicated anaesthetic team while contributing to teaching and research. With a strong focus on professional development, the Trust provides ample opportunities for continuous learning and career advancement, all within the supportive community of Princess Royal University Hospital, known for its commitment to high-quality patient care and innovative practices.
