Moorfields Eye Hospital, London, Fellowship
Booking Centre Supervisor
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
YOU MAKE US MORE
Join Moorfields Eye Hospital NHS Foundation Trust
At Moorfields, people’s sight matters—and so do the people who make it possible.
For over 200 years, Moorfields has been at the forefront of ophthalmic care, research, and education. With more than 2,300 dedicated team members and over 700,000 patients seen annually across our City Road site and 22 networked sites, we are proud to be a global centre of excellence.
We're also a vibrant community where kindness, equity and excellence shape every aspect of our work. Whether it’s pioneering research through our partnership with UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre or training the next generation of global eye care leaders, we’re united by one mission—delivering world-class eye health, sustainably and at scale.
And we’re just getting started.
From 2027, we’ll move to our brand-new Oriel site in St Pancras, Camden—a state-of-the-art centre that will unite eye care, research, and education under one roof. This groundbreaking facility, developed in partnership with UCL Institute of Ophthalmology and Moorfields Eye Charity, will enable transformative innovation and collaboration like never before.
Could you be part of this future? Make us more.
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 working and facilitating the seamless patient journey by ensuring that patients pathways are coordinated and streamlined in line with the departmental and national targets.
The role is designed to support the referral management process and will require the post holders to evolve to support the pathway as it is continuously improved upon over time.
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.
Please note we are unable to offer sponsorship for this role.
Main duties of the job
The ideal candidate will be highly motivated, flexible and organised. Moreover, they will be able work well as part of a team, work towards tight deadlines and have excellent communication skills.
The Main Expectations Of The Role
- To consistently deliver a "patient -focused" service which promotes good customer service and effective team working relationships
- Receive patient referrals and administer 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, as well as a reflection of our Trust values.
- Effectively line manage a team of junior staff
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
The post holder will be responsible for ensuring the provision of an efficient, focused administration service and to 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.
- The post holder will be required to use their initiative in all aspects of clerical work to efficiently prioritise work and meet deadlines, as the service requires.
- Responsible for ensuring 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 on-going 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
Essential criteria
- Good general education including English and Maths to GCSE A-C or equivalent
Desirable criteria
- A levels or equivalent
Experience
Essential criteria
- 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
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Knowledge
Essential criteria
- Knowledge of national RTT targets
- Knowledge of Patient Administration System (PAS)
- Knowledge of HR policies and procedures in NHS
Desirable criteria
- 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 the quality, the dignity and respect and to deliver above and beyond.
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
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.
Documents to download
- Central Bookings Team Band 4 Team Leader (PDF, 263.1KB)
- MEH Staff Benefits (PDF, 919.1KB)
- MEH Privacy Notice (PDF, 138.0KB)
Apply online now
Further details / informal visits contact
Name Djamel Keteb
Job title Booking centre Manager
Email address d.keteb@nhs.net
Additional information
If you have problems applying, contact
Address Any
Telephone emma.blake10@nhs.net
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location