Service Support OfficerNHS

Job summary

*Interviews will take place in person in person*

Please note that this role offers hybrid working.

The contract is for 37.5 hours per week however part time hours will be considered, and the end date for this role is 31st March 2027.

This is a fantastic opportunity to be part of an innovative, close-knit team delivering a range of primary care services across Leeds. The Service Support Officer will play a key role in supporting service delivery through high-quality administration, rota coordination, and patient support.

Working closely with the Operational Team, and clinical colleagues, the post holder will provide essential support including rota management, staff and patient contact, referral processing, appointment booking, and general administrative duties. They will act as a central point of contact for staff and patients, ensuring smooth day-to-day operations and contributing to the continuous improvement of services.

The role will be aligned to specific areas of service delivery but will provide the flexibility to support across wider services and duties as needed.

Main duties of the job

• Provide efficient and effective administrative support to the Operational Management Team and service delivery teams.
• Develop and maintain Standard Operating Procedures (SOPs) for administrative and rota functions.
• Support meetings with preparation of agendas, papers, action logs, and accurate minute taking. Manage diary invites for meetings.
• Maintain accurate records and databases to support service delivery and reporting.
• Supporting the wider team with administration tasks.
• To be responsible for the day-to-day delivery of business administration support of all aspects of the work undertaken by the GP Confederation Operational Management Team.

Job description

TITLE: Service Support Officer

DEPARTMENT Operational Team

LOCATION: Leeds

ACCOUNTABLE TO: Operational Team

ROLE SUMMARY

This is a fantastic opportunity to be part of an innovative, close-knit team delivering a range of primary care services across Leeds. The Service Support Officer will play a key role in supporting service delivery through high-quality administration, rota coordination, and patient support.

Working closely with the Operational Team, and clinical colleagues, the post holder will provide essential support including rota management, staff and patient contact, referral processing, appointment booking, and general administrative duties. They will act as a central point of contact for staff and patients, ensuring smooth day-to-day operations and contributing to the continuous improvement of services.

The role will be aligned to specific areas of service delivery but will provide the flexibility to support across wider services and duties as needed.

MAIN DUTIES AND RESPONSIBILITIES

Administration

• Provide efficient and effective administrative support to the Operational Management Team and service delivery teams.
• Develop and maintain Standard Operating Procedures (SOPs) for administrative and rota functions.
• Support meetings with preparation of agendas, papers, action logs, and accurate minute taking. Manage diary invites for meetings.
• Maintain accurate records and databases to support service delivery and reporting.
• Supporting the wider team with administration tasks.
• To be responsible for the day-to-day delivery of business administration support of all aspects of the work undertaken by the GP Confederation Operational Management Team.

Rota Coordination

• Develop, maintain, and coordinate rota schedules to ensure safe staffing and service delivery.
• Manage and update rotas, communicating changes promptly to relevant staff.
• Process leave requests and incorporate into rota planning.
• Monitor staffing levels, addressing gaps due to planned/unplanned absence, escalating where needed.
• Liaise with staff and managers to ensure smooth rota operation, arranging cover or rescheduling appointments where required.
• Act as first point of contact for rota queries, escalating issues appropriately.
• Identify and implement improvements to rotas to support workforce wellbeing, service efficiency, and patient experience.
• Maintain rotas accurately and ensure timely circulation to key staff.

Patient and Staff Contact

• Act as an initial point of contact for telephone and email queries from patients, practices, and colleagues.
• Handle enquiries sensitively and confidentially, providing clear information and appropriate signposting.
• Maintain timely communication with clinical and operational staff to ensure efficient communication and service delivery.

Referrals and Appointment Booking

• Process patient referrals in line with agreed procedures, ensuring timely and accurate data entry.
• Book, confirm, and amend patient appointments using clinical systems (e.g., EMIS, SystmOne).
• Maintain accurate records of patient activity and support reporting requirements.

Service Support and Quality

• Support accurate data input and collection on service quality and performance.
• Contribute to continuous service improvement by identifying opportunities to enhance efficiency and patient experience.
• Assist with incident reporting, safeguarding procedures, and risk management activities, including the escalation of risk to the most appropriate person.
• Support with the management of key information for service key performance indicators.
• Participate and contribute to various service delivery meetings and complete actions within planned time.
• Take a proactive approach in providing day-to-day support to the wider team
• Works with team members and colleagues to identify, manage and minimise risks, applying knowledge of the admin role to the overall organisational risk management frameworks.
• To support the introduction of new working processes to optimise quality.

Team working:

• Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.
• Accept delegation from senior staff, prioritise own workload and ensure effective time management strategies are embedded in own practice.
• Participate in team activities that create opportunities to improve patient care.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.

General tasks

• In agreement with their line manager carries out such other duties as may be reasonably expected in accordance with the grade of the post.
• Build and maintain professional working relationships with stakeholders.
• Excellent written and verbal communication skills
• Strong organisational abilities, capable of planning and prioritising effectively.
• Ability to work well under pressure and execute tasks to a high standard whilst supporting peers.
• Good questioning skills to enable issues/problems to be identified and resolved.
• Awareness and experience of working with and respecting confidential material.

About us

The Leeds GP Confederation has two purposes:

To be a voice for and represent General Practice in the Leeds Health and Care System:

A collective voice for General Practice that will be heard throughout the health and care system

Through representation and active participation in the health & care system to contribute to the setting of strategy and decision making

To hold contracts to enhance access to healthcare across Leeds and to provide a range of services to General Practices:

By providing services and holding contracts that directly support General practice

By having an infrastructure that enables, where appropriate, at scale working for the benefit of general practice and populations

Inclusive transparent governance

Not-for-profit