Job Overview
Join Moorfields Eye Hospital NHS Foundation Trust as a Team Leader within our Central Bookings Team. The position is based at the City Road site and is responsible for providing operational day‑to‑day management and leadership of the Booking/Contact Centre teams.
Key Responsibilities
- Deliver a patient‑focused service that promotes excellent customer service and effective teamwork.
- Receive & manage patient referrals in line with Trust and National policies.
- Support the daily management of the Contact Centre and ensure seamless patient journeys.
- Line‑manage and develop a team of junior staff.
- Ensure compliance with Trust policies and local protocols for Data Protection, Health & Safety, Security and Fire Safety.
- Maintain and improve key performance indicators, SLAs, and SOPs.
- Provide guidance to staff on referral and appointment booking processes.
- Contribute to ongoing service development, responding to changes in capacity, demand and IT modernization.
Qualifications
- Good general education including English and Maths to GCSE A–C or equivalent.
- Experience of managing/supervising a team and effective staff management.
- Experience of working in a busy, customer‑facing role.
- Knowledge of national RTT targets.
- Knowledge of Patient Administration System (PAS).
- Knowledge of NHS HR policies and procedures.
- Knowledge of the role of Caldicott Guardian and the Data Protection Act (desirable).
Experience
- Recruitment, performance review and disciplinary processes.
Knowledge & Competencies
- Strong customer service skills and the ability to thrive in a fast‑paced environment.
- Excellent communication and organisational skills, with the ability to meet tight deadlines.
- Effective team working and the ability to work well as part of a team.
- Strong initiative and problem‑solving ability in clerical work.
Benefits
- 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
Equality, Diversity and Inclusion
Our commitment to equality, diversity and inclusion is at the heart of our organisational culture. We encourage applications from under‑represented candidates, including BAME (Black, Asian, and Minority Ethnic) and disabled candidates, as part of our pledge to take positive action in recruitment.
Moorfields is a flexible working friendly organisation and we are committed to helping employees achieve a work‑life balance that benefits health, wellbeing, motivation and job satisfaction.
Booking Centre Supervisor employer: Moorfields Eye Hospital, London, Fellowship
Moorfields Eye Hospital is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets compassionate care. Employees benefit from a strong commitment to professional development, with ample opportunities for growth and training in the healthcare sector, all while contributing to meaningful projects that enhance patient care. The collaborative culture fosters teamwork and inclusivity, making it a rewarding place to advance your career in facility management.
Contact Details:
Moorfields Eye Hospital, London, Fellowship Recruitment Team
