Job overview
Are you interested helping support our services, engage with patients and improve patient experience? Would you like to have a real impact on patient experience and help elective care recovery following the delays caused by the COVID-19 pandemic? An opportunity has arisen for highly motivated, enthusiastic and empathic individuals to join our Customer Care Support Team an integral part of our Elective Care Hub. The role includes communication with patients and carers as well as developing analytical skills to help monitor our wait lists and contribute to ensuring the data we hold is accurate.
The proposed interview date is 1st October
Main duties of the job
Our ambition to succeed with an elective recovery programme for our patients has now led to the development of the Customer Care Support Team which compliments our Elective Care Hub. The Customer Support Team provide a source of contact, reassurance and support to our patients and health care colleagues.
Good communication skills to aid discussions with patients, relatives, general practitioners and other hospital staff is essential to ensure a proficient, high quality service for patients and clinicians.
Detailed job description and main responsibilities
The Customer Care Team forms part of our Elective Care Hub, a vital cog in our Patient Access Department. The Access Department validates patient pathways in line with access targets and helps maintain a clean, validated and prioritised elective waiting list. Confidential administrative support will be required to influence patient bookings to enable provision of patient care. The Customer Care Support Officers will act as a conduit between patients and services in progressing the treatment of patients and/or capturing plans/intentions.
Knowledge of TrakCare would be an advantage and an understanding of the Referral to Treatment Standard but not essential as full training will be provided. Strong desire to help make a difference, be a point of contact for patients by being confident in receiving and making telephone calls with patients and colleagues a must! The hours in this role can vary and some Saturday and evening work will be required. The hours will not go above 37.5 per week so any time worked on a Saturday will be taken off in the week as required and allows for flexible working to aid work life balance.
Applicant requirements
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.
Person specification
Knowledge
Essential
- Demonstrable skills relating to excellent customer service
- Ability to deliver on deadlines
- Ability to problem solve
Experience
Essential
- Excellent communication, interpersonal and organisational skills
- Previous Clerical Experience
- Competence in a wide range of IT systems, (ECDL or equivalent standard)
- Understanding and respect of Data Protection policies.
- Able to organise, prioritise and manage own workload without supervision
Qualifications
Essential
- Minimum of 2 A Levels or equivalent and GCSE English and Maths at grade C or above.
WhatsApp job alerts
Get instant WhatsApp alerts for Band 3 Administrative and IT roles in Gloucester
Create your Job Clerk account first. We'll collect your alert preferences during onboarding and help you turn on WhatsApp notifications for matching healthcare roles.
Applying for this NHS job
This advert is for Elective Care Hub Officer, Band 3 with Gloucestershire Hospitals NHS Foundation Trust in Gloucestershire Royal Hospital. It is listed as a Band 3 Administrative and IT role. The advertised salary is £25,760 - £27,476 (pa, pro rata if part time). The contract type is 12 months (Fixed term- 12 months). The application deadline is 27 Aug 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (20 Aug 2026) to decide whether this role fits your current NHS job search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
For more context, review related Job Clerk pages for the same profession, band or location where they exist, then use the application-support guides to tailor your statement and prepare for interview.