Job summary
*Please note that this role will become a hybrid role after the 3 months and competency sign-off.
Are you looking for a career where you can make a difference?
With your support, what if every phone call you receive helped change someone's life?
When you are talking to women and men on the phone to arrange consultations, you'll understand that they are facing an emotionally complex decision & you will find the right appointment for them in an impartial & caring way.
The Appointment Advisor is the first point of contact for all BPAS clients. You will primarily make appointments & answer all client related queries in a professional and empathetic manner, ensuring you always provide an efficient client-centred service.
Based in our Booking & Information centre (BIC) in Leamington Spa, you get to work with a friendly group of people, in a modern well-equipped office that offers free parking, a break room with tea, coffee and snacks, and excellent facilities nearby for your lunch break.
Home to over 100 colleagues, the BIC deal with over 6000 contacts on a weekly basis via phone and email. The BIC team are non-judgmental and offer first class client care.
If you enjoy helping people and you have customer service experience then this could be the perfect role for you!
You will work 36 hours over 5 days per week; a rota that is given 2 weeks in advance. ( More details below)
As an advisor you are the first point of contact for BPAS clients which makes this role all the more rewarding.
Main duties of the job
We are looking for candidates who:
- Are confident when dealing with a wide range of queries
- Can problem solve effectively to find solutions for our clients.
- Have excellent communication & listening skills.
- Can remain calm in stressful situations.
- Are non-judgmental & can offer first class client care
- Are computer literate
- Have great attention to detail
- Have strong interpersonal skills
We offer a full induction & comprehensive training package to support you in your first few weeks with us, equipping you with the skills & knowledge to provide great care to our clients. You will also have continuous ongoing training & full support from our Quality Coaches and Team Managers.
If you are wanting more from your career, we can also support & develop you with extra mentoring to help you progress up your career ladder within BPAS.
About us
The British Pregnancy Advisory Service (BPAS) is the UK's largest independent reproductive healthcare charity, providing evidence-based, not-for-profit reproductive healthcare. We work mainly on behalf of the NHS, offering abortion care, contraception, and STI testing and treatment across the country.
When you join BPAS, you become part of a values-driven organisation where compassion, professionalism, and choice guide everything we do. You will help remove barriers to safe reproductive care while supporting people to make informed choices about their health and futures.
Working with us benefits include:
- 34 days annual leave (including bank holidays)
- Life assurance at 3 salary
- Defined contribution pension scheme
- Access to GP 24/7, 365 days a year
- MyMindPal mental fitness app and 24/7 counselling support
- Online discounts, discounted gym membership, and other lifestyle benefits
- Family-friendly policies to support work-life balance
Safeguarding, Equality & Diversity
BPAS is committed to safeguarding and promoting the welfare of everyone who uses our services, and all staff share this responsibility. Recruitment follows safer-recruitment principles and includes appropriate pre-employment checks.
We actively welcome applications from people of all backgrounds, identities, and experiences. We are proud to be an inclusive employer and will make reasonable adjustments to ensure a fair and accessible recruitment process for all candidates.
Job description
Job responsibilities
The full job description and salary details can be found in the supporting documents on the right hand side. These are available for you to download and review.
Further Information
We may close this advert early if we receive a high number of suitable applications, although we aim to keep it open long enough to ensure a diverse and representative applicant pool.
If you have any questions about the role or require adjustments to support your application, please get in touch, we are happy to help.
Location: Booking & Information Centre:Orion House, 2 Athena Dr, Tachbrook Park Dr, Royal Leamington Spa, Warwick CV34 6RQ
This role will become a hybrid after the 3 months and competency sign-off from training with expectation to travel to the Head Office 3 days a week
Salary: £23,886 to £29,182 per annum depending on experience. (£12.76 to £15.59 per hour)
We also offer a premium payment of time and a half for working on weekends
Hours: 36 hours per week over 5 days.
Hours will be confirmed 2 weeks in advance between the parameters of the
hours below.
Hours of Work:
Monday 07:00 - 19:00
Tuesday 07:00 - 19:00
Wednesday 07:00 - 19:00
Thursday 07:00 - 19:00
Friday 07:00 - 19:00
Saturday 08:00 - 16:00
Sunday 09:00 - 15:00
Exact shifts between those parameters will be
confirmed 2 weeks in advance.
Shifts longer than 6 hours will include 30 minutes unpaid break.
*Please note:
Successful candidates will be required to complete 2 weeks of mandatory training from Monday to Friday, 8.30 - 4.30. Dates will be confirmed at interview
Apply now
Interested in making a difference? Apply today to join our team.
Values & eligibility
All applicants must be pro choice and support a womans right to choose, in line with BPAS values and mission.
Application outcome
If you do not hear from us within two weeks of the closing date, unfortunately you have not been shortlisted on this occasion.
References & pre-employment checks
All offers of employment are conditional on satisfactory pre-employment checks. Applicants must provide three years of employment references, including reasons for leaving and details of any gaps in employment.
Job description
Job responsibilities
The full job description and salary details can be found in the supporting documents on the right hand side. These are available for you to download and review.
Further Information
We may close this advert early if we receive a high number of suitable applications, although we aim to keep it open long enough to ensure a diverse and representative applicant pool.
If you have any questions about the role or require adjustments to support your application, please get in touch, we are happy to help.
Location: Booking & Information Centre:Orion House, 2 Athena Dr, Tachbrook Park Dr, Royal Leamington Spa, Warwick CV34 6RQ
This role will become a hybrid after the 3 months and competency sign-off from training with expectation to travel to the Head Office 3 days a week
Salary: £23,886 to £29,182 per annum depending on experience. (£12.76 to £15.59 per hour)
We also offer a premium payment of time and a half for working on weekends
Hours: 36 hours per week over 5 days.
Hours will be confirmed 2 weeks in advance between the parameters of the
hours below.
Hours of Work:
Monday 07:00 - 19:00
Tuesday 07:00 - 19:00
Wednesday 07:00 - 19:00
Thursday 07:00 - 19:00
Friday 07:00 - 19:00
Saturday 08:00 - 16:00
Sunday 09:00 - 15:00
Exact shifts between those parameters will be
confirmed 2 weeks in advance.
Shifts longer than 6 hours will include 30 minutes unpaid break.
*Please note:
Successful candidates will be required to complete 2 weeks of mandatory training from Monday to Friday, 8.30 - 4.30. Dates will be confirmed at interview
Apply now
Interested in making a difference? Apply today to join our team.
Values & eligibility
All applicants must be pro choice and support a womans right to choose, in line with BPAS values and mission.
Application outcome
If you do not hear from us within two weeks of the closing date, unfortunately you have not been shortlisted on this occasion.
References & pre-employment checks
All offers of employment are conditional on satisfactory pre-employment checks. Applicants must provide three years of employment references, including reasons for leaving and details of any gaps in employment.
Person Specification
General
Essential
- Do you support a woman's right to choose abortion?
- Are you the family or friend of a current BPAS employee? If yes, please state the name and nature of the relationship.
- You will work 36 hours over 5 days per week. After 3 months, once fully trained, this role will become hybrid with 3 days in the office and 2 days from home. - can you travel there and commit to this working pattern?
- Successful candidates will be required to complete 2 weeks of mandatory training from Monday to Friday, 8.30 - 4.30. Can you commit to this?
Desirable
- Please list any further information you wish to add in support of your application for this role.
Qualifications
Essential
- English and Maths qualification either GCSE A to C or Functional Skills Level 2 or GCSE 4* or NVQ level 2
Experience
Essential
- Previous experience of telephone work.
- IT literate
- Excellent communication and listening skills, with the ability to remain calm in stressful situations
- Able to problem solve effectively in order to find solutions for clients
Desirable
- Previous customer care call centre environment experience
- Geography of UK
Person Specification
General
Essential
- Do you support a woman's right to choose abortion?
- Are you the family or friend of a current BPAS employee? If yes, please state the name and nature of the relationship.
- You will work 36 hours over 5 days per week. After 3 months, once fully trained, this role will become hybrid with 3 days in the office and 2 days from home. - can you travel there and commit to this working pattern?
- Successful candidates will be required to complete 2 weeks of mandatory training from Monday to Friday, 8.30 - 4.30. Can you commit to this?
Desirable
- Please list any further information you wish to add in support of your application for this role.
Qualifications
Essential
- English and Maths qualification either GCSE A to C or Functional Skills Level 2 or GCSE 4* or NVQ level 2
Experience
Essential
- Previous experience of telephone work.
- IT literate
- Excellent communication and listening skills, with the ability to remain calm in stressful situations
- Able to problem solve effectively in order to find solutions for clients
Desirable
- Previous customer care call centre environment experience
- Geography of UK
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
