Administrator/Call Handler

Children's Hospice South West; Cambourne, Peterborough; Remote; GBP 18,000 - 24,000; Full time

Job summary

Cambridgeshire and Peterborough NHS Foundation Trust is recruiting for full time and part time Call Handler/Administrators to join our Community Nursing Front of House Team. Roles are based in Cambourne or Peterborough, with weekend and variable hours to meet patient needs.

Successful candidates will be calm, patient, and excel at handling calls from healthcare professionals and the public, while ensuring accurate data entry and efficient service delivery in a busy NHS environment.

Qualifications

• Educated to GCE/GCSE standard.
• RSA stage II/NVQ Level 2 in Administration or equivalent.
• Good command of written English.

Responsibilities

• Answer all telephone calls within the defined timeframe.
• Provide comprehensive administrative support within the team.
• Record information accurately on computerised systems.
• Maintain filing in paper and electronic records.
• Deliver professional telephone service and signpost as needed.

Skills

Customer care

Typing 50 wpm

MS Office

Teamwork

Telephone handling

Education

GCE/GCSE

RSA II / NVQ Level 2 Admin

Good English writing

Tools

Word processing

Job description

Job summary

Full time 37.5 hours & part time 30 hours per week available. Full time position will be based at South Cambridgeshire District Hall, Cambourne. Part time position will be based at Phorpres House, Peterborough. (Please include in your application what location and hours you prefer)

We are currently recruiting for enthusiastic and motivated full time and part time Call Handler/Administrators to work within our Community Nursing Front of House Team.

The successful candidate will need to be calm and patient, with an excellent telephone manner and skills to deal with sometimes complex and difficult issues over the phone. If you are looking for a new challenge, enjoy variety in your work and wish to be part of a team striving to make a difference for our community by supporting people then we want to hear from you.

Please note for this role you will be required to travel independently around the county meeting strict time deadlines

Main duties of the job

The post holder will provide a comprehensive administrative service within their team, answering all telephone calls within the defined timeframe.

To use effective telephone techniques to healthcare professionals, patients, and other agencies in a quick and efficient manner.

About us

Cambridgeshire and Peterborough NHS Foundation Trust is a health and social care organisation dedicated to providing high quality care with compassion to improve the health and wellbeing of the people we care for, as well as supporting and empowering them to lead fulfilling lives.

Our clinical teams deliver a wide range of NHS services across inpatient, primary care and community settings, including children's, adult and older people's mental health, forensic and specialist mental health, learning disabilities, primary care and liaison psychiatry, substance misuse, social care, and research and development.

To achieve our goals, we recruit high calibre candidates who share our vision and values. As an equal opportunities' employer, we welcome applications from all sections of the community, particularly under represented groups including people with long term conditions and members of our ethnic minority and LGBTQ+ communities.

All appointments are subject to the successful completion of a probationary period.

Please note we reserve the right to close adverts early should we receive sufficient applications.

Regrettably, we cannot offer sponsorship for all roles. If you apply for a post that does not attract sponsorship, your application will be withdrawn from the process.

For further information on CPFT, please visit our website at https://www.cpft.nhs.uk

Job responsibilities

Please refer to the attached job description and person specification for full details of responsibilities.

• Word processing of all forms of correspondence, reports and summaries that are required by the team.
• Answer all telephone calls within the defined timeframe.
• To use effective telephone techniques to healthcare professionals, patients, and other agencies in a quick and efficient manner.
• Record information in the chosen software timely and accurately.
• Manage all calls in a controlled and professional manner.
• Deal with difficult callers in a calm and professional manner.
• Any data that is taken/shared as part of a phone call or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies
• Provide operational support to colleagues, and supervision of Band 2 administration staff within the team, if required, as directed by Line Manager.
• Deal with staff and service user requests that may be part of a cash office function as and when required, and in accordance with Trust procedures.
• Inputting and updating service user information and service user/team activity on computerised information systems, creating service user notes where necessary and according to policy.
• Maintain filing in both paper and electronic records, ensuring that it is always kept up to date. In accordance with Trust procedures, track and receive notes in a timely manner.
• Ensure good customer service by providing a professional and effective telephone service, taking accurate messages, and providing information and signposting as requested and appropriate.
• Undertake training of new staff as directed by Line Manager and/or other managers.

Person Specification

Education/Qualifications

Essential

• Educated to GCE/GCSE standard
• RSA stage II/NVQ Level 2 in Administration or equivalent
• Good command of written English

Experience

Essential

• Experience of working in a busy and demanding office/customer facing environment
• Experience of planning and organising own workload and of staff within own span of control
• Experience of supporting a multi-disciplinary team

Desirable

• Previous experience of working in an NHS office environment
• Previous experience of working in a call handling environment

Skills & Abilities

Essential

• Excellent customer care skills
• Excellent standard of typing/audio skills using word processor (50wpm)
• Good IT skills (MS Office)
• Ability to work on own initiative
• Ability to deal with typing letters which may contain distressing information
• Ability to work as part of a team

Desirable

• Knowledge of medical terminology
• Knowledge of Data Protection Act

Knowledge & Understanding

Essential

• Understanding of confidentiality and the importance of maintaining confidentiality for patients

Other

Desirable

• Ability to travel independently and in a timely manner across Cambridgeshire and Peterborough to meet strict deadlines.

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.

Certificate of Sponsorship

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

Cambridgeshire and Peterborough NHS Foundation Trust

Address

Cambourne Admin Hub / 2 Phorpres House in Peterborough

South Cambridgeshire District Council

Cambourne

CB23 6EA

United Kingdom

Employer's website

https://www.cpft.nhs.uk/ (Opens in a new tab)