Job summary
- Main area
- Emergency Department
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Part time - 28.5 hours per week (Shifts covering days and nights during the week, weekends, inclusive of bank holidays)
- Job ref
- 213-DivisionB-7642574
- Employer
- King's College Hospital NHS Foundation Trust
- Employer type
- NHS
- Site
- Princess Royal University Hospital
- Town
- Orpington
- Salary
- £29,651 - £31,312 pro rata per annum including high cost area
- Salary period
- Yearly
- Closing
- 22/01/2026 23:59
Employer heading
Customer Care Officer
Band 3
King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.
We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.
Job overview
As a Customer Care Officer in the PRUH Emergency Department, the post holder is responsible for delivering a comprehensive reception and administration service, demonstrating exemplary customer service to patients and visitors. The post holder will be expected to work flexibly within a team to ensure that reception duties are covered 24/7.
As a member of the team, the post holder will be responsible for booking patients into the emergency department, answering and directing phone calls, responding to patient/visitor requests, providing admin support, managing inboxes and assisting with business continuity and downtime, both planned and unplanned.
Main duties of the job
The main duties of a CCO are inclusive (but not limited to) the below
CCOs will receive and register injured/trauma patients within the agreed timescales and customer care standards.
CCOs must ensure accurate and diligent administration with regards to receiving and registering patients, maintaining required Trust data, completing necessary paperwork, obtaining signatures of consent from patients, manual indexing, and entry on the in-house computer system to an agreed specified standard. You must ensure that the Emergency Department (ED) captures all relevant registration data and that this is entered on to the in-house computer data base namely EPIC.
Post-holder must manage face-to-face enquiries promptly and efficiently, providing an immediate response or referring individual on to appropriate person as and when required and answer telephone calls in a polite and professional manner taking accurate messages and ensuring these are given to the appropriate people.
Working for our organisation
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.
Detailed job description and main responsibilities
The post holder is responsible for delivering a comprehensive reception and administration service to the Emergency Department. The accurate collection, inputting and maintenance of data is key to this position as the post holder will be expected to work flexibly within a team to ensure that the department captures all activity data and that this data is correct. Reception duties will involve face-to-face patient contact and telephone work with some ability to assess when an individual requires immediate clinical assistance. Appropriate training will be given to assist with this.
A high level of professionalism is essential and a courteous and polite approach to our client group is expected at all times. CCOs will support the department with ad-hoc administration duties and provide assistance during periods of outage/downtime.
Further details can be found on the job description and person specification
Person specification
Qualifications, Knowledge and Skills
Essential criteria
- Good standard of general education to at least GCSE grade A-C or equivalent in English and Maths
- Basic computer literacy. Willingness to learn new computer software packages.
- Ability to work under pressure and exercise judgment when dealing with enquiries
- Excellent written and verbal communication skills combined with an effective and courteous telephone manner.
Desirable criteria
- Administrative experience within an NHS hospital environment that involves daily data collection to a required standard or similar environment.
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Jo O'Neill
- Job title
- Service Manager, Emergency Department
- Email address
- jo.o'[email protected]
- Telephone number
- 01689863482
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