Main Reception Enquiry Clerk

Employer heading

Main Reception Enquiry Clerk

Band 2

Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS foundation trusts in the country, with around 15,000 staff and an annual budget of £1.6 billion.

We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.

We’re in the top five providers of specialised health services in the country, supporting people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.

Our staff oversee around 6,500 patient contacts each day, delivering high standards of healthcare.

We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people’s race, disability, sex, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.

Newcastle Hospitals are proud to be one of the exemplar organisations across the NHS on sustainability, with a long history of delivering Sustainable Healthcare in Newcastle (Shine) and the first healthcare organisation in the world to declare a climate emergency. Our strategy includes commitments to being Net Zero by 2030, for our direct carbon footprint, and Net Zero by 2040 for our footprint plus. Delivering these ambitions will not be possible without the help, support and action of every single member of our team.

Job Overview

An exciting opportunity has arisen for an enthusiastic and motivated member of staff to join the Main Reception team at the Newcastle upon Tyne Hospitals NHS Foundation Trust.

Main Reception areas provide a 24/7 service throughout the main hospital sites. The department is looking for reliable and highly organised individuals who have excellent communication skills.

• Interview date: 6th March 2025
• 37 hours 30 minutes/week
• Flexible working pattern: Consisting of a minimum of 3 night shifts and 1 weekend day shift a week – shift pattern to be released 2 weeks in advance but subject to changes. Night shifts are required for any day working 9.30pm to 8am with a 30 min break and weekend day shift is required for either a Saturday or a Sunday working 8am to 4.30pm with a 1 hour break.
• You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy
  
  

NO AGENCIES PLEASE

Main duties of the job

• The Main Reception Department at the Newcastle Upon Tyne Hospitals NHS Trust are looking for a part time Main Reception Enquiry Clerk to work as part of their busy team on the Main Reception desks.
• We are looking for organised, efficient and progressive individuals who have previous customer care / receptionist experience and are able to demonstrate good communication and interpersonal skills.
• The successful applicant will form part of the busy team on the Main Reception desks, providing an excellent front of house service to patients, visitors and staff.
• Main duties include dealing with queries and directing patients, visitors and staff, working on the call queue for inpatient queries and taxi bookings and the handling of keys.
  
  

Working for our organisation

Our staff oversee around 6,500 patient contacts every day, delivering high standards of healthcare from the following sites:

• Freeman Hospital
• Royal Victoria Infirmary (RVI)
• Health Innovation Neighbourhood (on the former Newcastle General Hospital and Centre for Ageing and Vitality site)
• Newcastle Dental Hospital
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service
• Cramlington Manor Walks
  
  

These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.

We also have offices at Regent Point in Gosforth and community sites.

Please see attached information on what Staff Benefits we have to offer at our Trust under ‘Documents to download’ or ‘Supporting documents’.

For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust

Detailed Job Description And Main Responsibilities

• To ensure the provision of an efficient and effective Main Reception Service giving a high level of service to all users.
  
  

Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first month’s pay.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. 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.

Person specification

Knowledge

Essential criteria

• Good background knowledge of hospital layout and personnel gained via induction and on the job training.
• Understanding of confidentiality issues.
  
  

Desirable criteria

• Awareness of Health and Safety requirements.
  
  

Skills

Essential criteria

• Good communication skills.
• Good organisational skills
• Good customer care skills
  
  

Desirable criteria

• IT/keyboard skills
• Listening and understanding skills.
  
  

Experience

Essential criteria

• Previous customer /reception care experience.
  
  

Desirable criteria

• Previous NHS experience
• Telephone experience
  
  

Important note on completion of reference section of Application Form

All references from current and previous employers will be sought and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Failure to complete this section may result in your application not being processed.

Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first month’s pay.

Candidates who are shortlisted for interview will be contacted by e-mail. You should check your SPAM folders as well as your inbox. If you have not been contacted within 4 weeks of the closing date you should assume your application has been unsuccessful.

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

• JD & PS (PDF, 229.5KB)
• Newcastle Staff Benefits (PDF, 274.4KB)
• Behaviour and Civility Charter (PDF, 93.8KB)
  
  

Apply online now

Further details / informal visits contact

Name Leah Watson Job title Reception Co-Ordinator Email address Leah.watson5@nhs.net Telephone number 01912139667 Additional information

If not available, please contact Denise Lambert

Tel: 0191 - 2448632 [Thursday to Friday]

or

please contact Nicola Clark

Tel: 0191 - 282 9530 [Monday to Wednesday]