Job summary
We'reexcited to offer this opportunity within our Admin & Clerical workforce.
University Hospitals Dorset is seeking a confident and resilient Temporary Staffing Assistant to support a busy, fast-paced centralised staffing service.
This is a high-volume, phone-based role where you will be the first point of contact for bank workers and service users. You will need to be comfortable managing a constant flow of calls, handling queries efficiently and working under pressure to meet tight deadlines.
The successful candidate will be proactive, organised and confident communicating with a wide range of people, often in challenging or time-sensitive situations.
The overriding purpose of this role is to support the delivery of safe, high-quality patient care by ensuring staffing requirements are met through effective coordination, communication and teamwork.
Base Location: Yeoman's House, with cross-site working at Royal Bournemouth Hospital and Poole Hospital, and occasional home working.
Interview date: Friday 8th May 2026
Main duties of the job
- Act as a primary point of contact for bank workers and service users, managing a high volume of incoming telephone queries daily
- Handle calls confidently and professionally, including resolving issues, managing expectations, and escalating where required
- Coordinate temporary staffing requirements with wards and departments, often in time-pressured or challenging situations
- Build and maintain effective working relationships with bank workers and supplying agencies, ensuring consistent communication and engagement
- Accurately update and maintain staffing systems in real time, ensuring data is reliable and up to date
- Support service users with system access and queries, troubleshooting where needed
- Work collaboratively with colleagues to ensure staffing gaps are filled efficiently and service targets are met
About us
UHD are investing, developing and transforming Trust services in line with the New Hospital Programme. As part of this, some services may move site this year or next, either temporarily or permanently. Recruiting Managers will be happy to answer any service-specific questions at interview.
If a role or service relocates as part of a planned move, excess mileage will not bereimbursed. Travel from home to the new work base will be classed as a normal commute. Any other changes will be managed under Trust or national terms and conditions.
UHD has active networks including Women's, DEN, Pride, EU, Pro Ability, and Armed Forces. We support Disability Confident and Armed Forces Covenant interview schemes.
AI tools may be used, but applications must honestly reflect your own skills and experience. Integrity is key to our recruitment process
Job description
Job responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert
Job description
Job responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert
Person Specification
Qualifications
Essential
- Good standard general education level. NVQ level 3 in customer services/administration or equivalent experience
Experience
Essential
- Proven experience in a customer-focused role involving high volumes of telephone communication
- Demonstrable ability to work under pressure, manage competing priorities, and meet strict deadlines
- Experience handling challenging conversations or managing expectations in a professional manner
- Strong administrative skills with experience of accurately updating IT systems in real time
Desirable
- Previous call/contact centre or similar phone-based role
- Experience working in a rota, staffing, or workforce coordination environment
- Experience within an NHS or healthcare setting
Technical Skills & Competencies
Essential
- Confident using Microsoft Office (Outlook, Excel, Word) and other IT systems
- Excellent communication skills, both verbal and written
- Ability to remain calm, organised, and professional in a fast-paced environment
- Resilient and able to handle repetitive, high-pressure workloads
- Confident communicator who is not afraid to pick up the phone
- Able to think quickly, problem solve, and make decisions within defined processes
- Team player with a proactive and flexible approach
Language requirement
Essential
- Be able to speak English as necessary to undertake the role
Person Specification
Qualifications
Essential
- Good standard general education level. NVQ level 3 in customer services/administration or equivalent experience
Experience
Essential
- Proven experience in a customer-focused role involving high volumes of telephone communication
- Demonstrable ability to work under pressure, manage competing priorities, and meet strict deadlines
- Experience handling challenging conversations or managing expectations in a professional manner
- Strong administrative skills with experience of accurately updating IT systems in real time
Desirable
- Previous call/contact centre or similar phone-based role
- Experience working in a rota, staffing, or workforce coordination environment
- Experience within an NHS or healthcare setting
Technical Skills & Competencies
Essential
- Confident using Microsoft Office (Outlook, Excel, Word) and other IT systems
- Excellent communication skills, both verbal and written
- Ability to remain calm, organised, and professional in a fast-paced environment
- Resilient and able to handle repetitive, high-pressure workloads
- Confident communicator who is not afraid to pick up the phone
- Able to think quickly, problem solve, and make decisions within defined processes
- Team player with a proactive and flexible approach
Language requirement
Essential
- Be able to speak English as necessary to undertake the role
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
University Hospitals Dorset NHS Foundation Trust
Address
Yeoman’s House, with cross-site working at Royal Bournemouth Hospital and Poole Hospital, and occasional home working
Bournemouth
BH8 0BJ
Employer's website
https://www.uhd.nhs.uk/careers (Opens in a new tab)
