About this role
Job summary
Prince of Wales Surgery is seeking an experienced and enthusiastic individual to join our Patient Services Team. This role is primarily based at our site in Poundbury, Dorchester, with the opportunity to work at our branch site in Portesham. Both locations are conveniently situated for candidates based in Weymouth, Dorchester, and Bridport.
This is a varied and rewarding position with opportunities for development. It would suit someone with strong IT, communication, and interpersonal skills, alongside a proven ability to problem-solve with patience, empathy, and professionalism. Full training will be provided over an extended period to ensure the successful candidate feels confident in all aspects of the role.
We are looking for a team player who shares our commitment to delivering high-quality care and excellent service to our patients. The role may include a regular working pattern across both sites, so flexibility and a willingness to work at either location will be important.
By joining our team, you will benefit from:
NHS pension
5 weeks annual leave (pro rata) plus Bank Holidays
Structured induction and ongoing training opportunities
Main duties of the job
Managing a busy appointment system, including booking and cancelling appointments efficiently
Handling a high volume of calls, responding promptly and professionally to patient needs
Supporting the smooth day-to-day running of the practice with a range of administrative tasks, including filing, scanning, and document management
Processing prescription requests accurately and within required timeframes
Acting as a first point of contact for patients, confidently assisting with queries and providing a helpful, positive experience
This is a fast-paced role where initiative, organisation, and a proactive approach are key. Were looking for someone who is motivated, responsive, and thrives in a busy environment.
About us
At Prince of Wales Surgery, we pride ourselves on being a friendly, patient-focused GP practice serving the communities of Dorchester, Portesham, and the surrounding areas. As a GP training practice, we are passionate about learning, collaboration, and supporting every member of our team to reach their full potential.
Our dispensary, clinical, and administrative teams work closely together in a supportive, inclusive environment where everyones contribution is valued. We encourage open communication, teamwork, and continuous improvement ensuring our patients always receive safe, high-quality care.
We believe in a healthy work life balance and offer a welcoming, professional atmosphere where development is encouraged and achievements are celebrated. Team members benefit from ongoing training, opportunities for progression, and the satisfaction of making a real difference in our local community.
Job description Job responsibilities
Key Responsibilities
Act as the first point of contact for patients, visitors, and external stakeholders, delivering a professional and welcoming service
Manage a high volume of patient enquiries via telephone and face-to-face interactions
Book, amend, and cancel appointments, ensuring patients are directed to the most appropriate clinician or service
Handle same-day, routine, and urgent requests efficiently in a fast-paced environment
Process repeat prescription requests in line with practice procedures
Maintain accurate and up-to-date patient records using the clinical system
Support the smooth running of the practice through general administrative tasks (scanning, filing, document management, and correspondence)
Work collaboratively with clinical and non-clinical staff to deliver a high-quality patient experience
Maintain confidentiality and comply with GDPR, data protection, and practice policies
Contribute to a calm, organised, and responsive reception environment
Working Pattern
Role may involve working across both the main site in Poundbury and branch site in Portesham
Flexibility required to meet service needs in a busy primary care setting
Person Specification
Experience Essential
Experience working in a customer-facing role Experience of administrative or office-based work
Desirable
Experience working in a GP practice or healthcare setting Experience using clinical systems (e.g. SystmOne)
Qualifications Essential
Educated to GCSE level or equivalent GCSE Mathematics and English (Grade C/4 or above)
Desirable
NVQ or equivalent qualification in administration or customer service
Personal Qualities Essential
Professional, reliable, and trustworthy Friendly, approachable, and patient-focused Motivated, proactive, and able to use initiative Flexible and adaptable to service needs Willingness to work across both practice sites
Desirable
UK driving licence and access to a vehicle for work purposes
Additional Skills and Attributes Essential
Excellent verbal and written communication skills Strong customer service skills with a compassionate, patient-focused approach Good IT skills and confidence using computer systems Ability to work accurately with strong attention to detail Ability to prioritise workload and remain calm under pressure in a busy environment Ability to work independently and as part of a team Understanding of confidentiality, GDPR, and data protection
Desirable
Knowledge of NHS primary care services
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.
Employer details Employer name Prince of Wales Surgery
Address 2 Frederick Treves House
St John Way
Dorchester
Dorset
DT1 2FD
United Kingdom
Employer's website https://princeofwalessurgery.co.uk/ (Opens in a new tab)