Business Support Administrator - Guildford

HCRG Care Group; Guildford; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Group pension

My Reward Hub discounts

Wage access on demand

Wellbeing resources

Learning and development

Job summary

HCRG Care Group in Guildford is hiring a Business Support Administrator to be the first point of contact for the Single Point of Access. You will handle calls, emails and letters, screen referrals, and direct them to the appropriate professionals.

The role also includes booking, rescheduling appointments and maintaining records with confidentiality. The successful candidate will have GCSEs in Maths and English, strong administrative skills, and a customer-service mindset.

Qualifications

• GCSE Maths and English at least; strong communication and organisation skills.
• Experience in busy, customer-facing environments is essential.
• Good keyboard skills and accuracy are required.
• Able to work as part of a team and prioritise in a fast-paced setting.

Responsibilities

• Provide excellent customer experience for patients and professionals contacting the SPA by phone, email or post.
• Screen and triage referrals into the SPA following protocols and direct to the right professionals.
• Manage referrals, escalate urgent cases and maintain accurate records in clinical systems.
• Signpost to HCRG Care Group services and other agencies when appropriate.
• Support a range of administrative tasks across office and service activities.

Skills

Customer service

Telephone manner

Organisation

Teamwork

Discretion and confidentiality

Keyboard skills

Education

GCSE Maths and English

Tools

Microsoft Office

Job description

## Job Introduction**Business Support Administrator**You will join a supportive and welcoming Business Support team within our Surrey Child and Family Health Services.You will work closely with clinical and operational colleagues, be fully trained in our systems and processes, and be supported to develop your skills and progress your career.You will have access to:* A starting salary from **£24,853 FTE** with access to our group pension* Free tea, coffee and milk at your base location* Membership of **My Reward Hub**, giving you access to discounts on everyday purchases like grocery shopping as well as cashback and voucher offers for treats for you and those special to you* Access to your wages as you earn them to help cover life’s emergencies and avoid overdraft fees or high interest rates* Online and face to face help with your mental and physical wellbeing, from healthy recipes and activity challenges through to post-trauma support, legal, debt and life management help, as well as career coaching and counselling* Access to eLearning, bespoke career pathways and opportunities for continuing professional development through our ‘Outstanding’ learning and development team, The Learning Enterprise* An open and just culture where you are encouraged to have and implement ideas which can help us deliver our purpose: *changing lives through transforming health and care*, backed up by at least £100,000 of ringfenced innovation funding each yearThe **Business Support Administrator**will provide an excellent customer experience for patients and professionals contacting the Single Point of Access (SPA) by telephone, by email and by post, as the first point of contact to HCRG Care Group Services.The **Business Support Administrator** will support the effective filtering and directing of telephone calls and correspondence for Surrey Children’s Community Services and where required, with partner organisations.The roles includes appointment booking, opening referrals, speaking with parents and carers, cancelling or rearranging appointments, and supporting the team to deliver high-quality, patient‐centred administration.This role will also support the wider business support function in providing administrative and organisational support across the full range of office and service activities.This is a demanding role requiring high levels of administrative and communication skills and the ability to work proactively as part of a team.Based in Guildford, you will support our Surrey-wide service as part of an experienced and friendly Business Support team.**The role will be 9am - 5pm Monday - Friday.**#### Main Responsibilities* As a Business Support Administrator, you will provide an excellent customer experience for everyone contacting our Single Point of Access.* Respond to telephone calls, emails and letters from GPs, service users, carers and partner organisations, ensuring they receive a helpful, timely and professional response.* Screen and triage referrals into the SPA, following clear protocols to ensure referrals are accurately and promptly directed to the right professionals or services.* Manage incorrect or incomplete referrals, escalate urgent cases and keep accurate records on our clinical systems.* Provide signposting to HCRG Care Group services and other agencies when appropriate.* Your role will also include a range of wider administrative and organisational tasks. These will include data cleansing, booking and rescheduling appointments, issuing correspondence, maintaining and updating databases and clinic templates, handling incoming and outgoing post, ordering stock, distributing information and taking minutes at meetings.* Support key safeguarding processes, including managing documentation for police domestic violence notifications, coordinating strategy meetings and processing child protection and MARAC correspondence.* Work flexibly to support colleagues and help ensure service priorities are met.#### The Ideal Candidate**Essential:*** Good general education to at least GCSE level or equivalent, including Maths and English* Administrative experience in a busy, customer facing environment* Excellent customer services skills* Accurate and efficient keyboard skills* High levels of computer literacy – to include a good working knowledge of Microsoft Office packages incusing Outlook, Word, Excel.* Ability to work as part of a team* Effective interpersonal and communication skills, both verbal and written* Good telephone manner* Polite and helpful customer service skills* Ability to work with discretion, sensitivity and maintain confidentiality* Good planning and organisational skills and ability to meet deadlines* Ability to prioritise and manage workload in busy environment**Desirable:*** Minute taking* Knowledge of clinical systems or databases**Other requirements:** the successful applicant will need to be a car driverPlease see attached Job Description for full Personal Specification.**For further information please contact **Charlie on 0300 247 1122 (option two)****