Service Support Officer

This fixed-term post sits in the Operational Team of the Leeds GP Confederation, supporting primary care services across the city for five months. The core of the work is high-quality administration, rota coordination and patient support, including referral processing and appointment booking. It is a hybrid role, aligned to particular service areas but with flexibility to cover wider services, and part-time hours will be considered. Interviews are held in person.

What the job involves

• Provide administrative support to the Operational Management Team and service delivery teams
• Develop, maintain and coordinate rota schedules to keep staffing safe, including processing leave requests
• Monitor staffing levels, arrange cover for absence and elevate gaps where needed
• Act as first point of contact for rota queries and for telephone and email enquiries from patients, practices and colleagues
• Process patient referrals with timely, accurate data entry
• Book, confirm and amend patient appointments on clinical systems such as EMIS or SystmOne
• Prepare agendas, papers and action logs for meetings, take minutes and manage diary invites
• Develop and maintain SOPs for administrative and rota functions
• Maintain accurate records and databases and support data collection for service quality and KPIs
• Assist with incident reporting, safeguarding and risk management, escalating risks to the right person
• Liaise with staff and managers to keep rotas running, arranging cover or rescheduling appointments
• Contribute to service improvement and the introduction of new working processes

What’s required

Experience

• Experience in a busy office or service environment with competing priorities
• Administration experience, including meeting support such as agendas and minute taking
• Experience of working directly with the public and handling enquiries
• Experience of rota management and/or appointment scheduling
• Experience of working in a healthcare environment
• Familiarity with clinical systems such as EMIS or SystmOne

Skills & knowledge

• Competent in Microsoft Office, including Outlook, Word, Excel and PowerPoint
• Knowledge of working with systems or software
• Excellent written and verbal communication skills
• Strong organisational and problem-solving skills
• High level of attention to detail and accuracy
• Ability to prioritise workload and work independently with minimal supervision

Other

• Awareness of confidentiality, GDPR, safeguarding and professional boundaries
• Enthusiastic, proactive and self-motivated, with excellent time management

Nice to have

• Administration, customer care or equivalent qualification
• Experience using design or database software

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