Outpatient Booking Services Team Manager

A Vacancy at Norfolk and Norwich University Hospitals NHS Foundation Trust.

You will be one of the Booking Team Managers responsible for line management of a booking team at our office based at Rouen Road. The office is open planned call center environment. As a Team we are focused on upholding the Trust Pride Values.

The teams are responsible for booking first outpatient appointments both via the telephone and electronic communications. Processing cancellations and updating all hospital systems to contain identical information. Dealing with internal and external parties.

Training and Supporting Development of Staff is a vital part of this role.

The post holder will hold daily meetings with their team to understand work pressures and where support is needed. Being able to work to tight deadlines, prioritize team workload and cross cover multiple services

Booking patients appointments, ensuring they are within the trust target and the appropriate data and clinic codes are mirrored within multiple booking systems. Attention to detail and policy adherence is a vital part of this role.

Recruitment, training and development of new staff when vacancies arise. Implementing new systems and training programs to meet with data quality compliance and policy changes when applied.

Holding return to work and first stage attendance meetings, supporting staff to attend work on a regular basis.

Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!

The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.

We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity.

We can offer you the full range of

NHS benefits/discounts and in addition

• Flexible working hours
• Fast Track Staff Physiotherapy Service
• Multi Faith prayer room at NNUH Colney Lane site
• Discounted gym memberships
• Excellent pension scheme and annual leave entitlement
• Wagestream - access up to 40% of your pay as you earn it
• Free Park & Ride service direct to NNUH Colney Lane site
• Free 24-hours confidential counselling support
• On-site Nursery at NNUH Colney Lane
• On-site cafes offering staff discounts at NNUH Colney Lane
• Support in career development
• Flexible staff bank
• Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
• Ensuring that telephone enquiries from patients, General Practitioners and the Services within the Trust are dealt with in a appropriate manner and within agreed timescales.
• Ensure Postal referrals for outpatient’s appointments are dealt with as per Trust policies and procedures and are uploaded onto the Outpatient Referral console or scanned via mailboxes dependant on the Speciality.
• To ensure the team accurately book new and follow-up outpatient appointments within the patients 18 week pathway.
• Responsible for making sure the team/directorates are consistently advised, updated on booking issues and assist in providing solutions to ensure targets are met and maintained.
• Ensure the team review the referral work bench and update on a weekly basis. Ensure communication exists within the team and appropriate directorates.
• Advise and assist all relevant staff in the correct manner of recording referrals ensuring information is accurate and timely.
• To be fully aware of PAS, Choose & Book, Outpatient Referral Console and Somerset system updates. Disseminate this information to the team, ensuring appropriate support and training is provided.

Please refer to the Job Description for the full specification of responsibilities and requirements for this post.

Please note that this advertised position, which is part of occupation code 4141 does not meet the UKVI eligibility requirements for a Skilled Worker Visa. The Trust would not be able to issue a Certificate of Sponsorship for this role.

Please note due to high volume of applications for some posts, this post may close before the displayed closing date. We recommend that you apply for this role as soon as possible.

This advert closes on Monday 11 May 2026