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Appointment Advisor

Job Reference: L24-BIC-AA-VARIOUS

British Pregnancy Advisory Service (bpas)
BPAS Booking & Information Centre
Stratford upon Avon
£15,206 - £20,074

Given the choice, wouldn’t you want to work here?

Life is full of choices. But some can be very difficult indeed. The British Pregnancy Advisory Service (BPAS) is a national charity that works closely with the NHS - we provide abortion and sexual healthcare services to women and men across the UK. We respect each individual’s right to choose and we never judge.

When you’re talking to women and men on the phone to arrange consultations, you’ll understand that they’re facing an emotionally complex decision and you’ll find the right appointment for them in an impartial and caring way.

About the Role

Our Booking Information Centre at BPAS has an exciting opportunity for an Appointment Advisor to join their fast paced and expanding team. The Booking & Information Centre is home to 50 colleagues including Appointment Advisors, Team Leaders and Senior Management who are dedicated and passionate about the service they provide to BPAS clients.

The Appointment Advisor is the first point of contact for all BPAS clients. They will primarily make appointments and answer all client related queries in a professional and empathetic manner, ensuring they provide an effective client-centered service at all times.

Key Responsibilities;

  • Handling client contact through a number of media channels including telephone, email, web and fax.
  • Administering bookings for clients accessing BPAS services, whether they are NHS funded or fee paying.
  • Identifying and obtaining funding for NHS clients accessing BPAS services.
  • Undertaking general administrative and other support tasks to ensure the smooth running of the department.
  • Treating all information as confidential and adhere to the obligations of the Data Protection Act.
  • Giving advice to clients of any action they need to take in order to obtain funding and where NHS funding cannot be approved, giving clients appropriate information and advice.
  • Monitoring the availability of appointments and notifying the management team where there is a shortage in order for them to action.
  • Continuously review all work related activities and suggest areas for improvement.

About You

We are looking for candidates who are able to demonstrate personal commitment and contribution to effective teamwork across the full range of BPAS activities, and candidates who want to progress their career within a client based service role. We want candidates who are confident and passionate when dealing with a wide range of queries, and are able to problem solve effectively in order to find solutions for our clients.

We are also looking for:

  • Excellent communication and listening skills, with the ability to remain calm in stressful situations.
  • Experience working in a customer care call centre environment, handling a large volume of calls and emails every day.
  • Computer literate with good typing skills, along with strong telephone communication skills.
  • Able to remain professional at all times and maintain the strictest confidentiality when dealing with clients.
  • NVQ in Customer Services desirable

Shift Patterns Available:

Shift 10 (15.5 Hours): 3pm-6pm Monday, 3pm-7pm Wednesday, 3pm-6pm Thursday, Friday and 9.30am-2.30pm alternate Sundays

Shift 12 (19 Hours): 4pm-9pm Thursday and Friday, and 8.30am-6pm Saturday

Please see attached document for shift pattern details.

There are a number of different hours and working patterns available. If you are looking to apply, please state which shift pattern you are applying for.

Starting salary will be £15,206 initially, with progression up to £20,073.60 as and when pre-determined quality standards are achieved. Please see attached T&C's and Job Description for further information.

We don’t just offer choice to our clients. We also offer it to you: an excellent working environment with comprehensive training and development opportunities provided.

Interested so far? Don't delay, apply today! Complete an online application form via NHS Jobs. (We do reserve the right to bring forward our closing date, without notice, in the event of high volumes of interest). For further information please feel free to contact us on 01789 265026 or email

The Small Print: All applicants must be pro-choice. If you do not hear from us within 2 weeks of the closing date, unfortunately you will not have been shortlisted on this occasion.

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