Call Handler & Administration Assistant

NHS; Greater London; On-site; GBP 25,000; Part time

Job summary

A healthcare provider in Norwich is looking for motivated Call Handlers for part-time positions at their clinic. Roles involve answering calls, booking appointments, and supporting clinical teams with administrative tasks. Candidates should have effective communication skills, the ability to handle sensitive information, and prior experience in a busy environment. This is a permanent contract with a salary of £24,465 per annum, pro-rata, with flexible part-time hours.

Qualifications

• Competent operator of computers and software.
• Experience of working in a constantly changing environment.
• Proven experience using Microsoft Office.

Responsibilities

• Answer calls, book and rearrange appointments.
• Provide reception and front-of-house cover.
• Maintain accurate patient records and assist with mail handling.

Skills

Organisational skills

Telephone skills

Communication skills

Ability to work with sensitive information

Planning skills

Education

GCSE level English and Maths or equivalent

Tools

Microsoft Office

Clinical systems

Job description

Job Summary

Two part time positions, one for 30 hours per week and one for 21 hours per week at our Norwich Clinic.

The service delivers care specifically to meet the needs of its diverse population across Norfolk. The service is community based with clinics in Norwich, Great Yarmouth & King's Lynn providing contraception, sexual health & HIV care & treatment.

The posts available are based at our Norwich clinic with call handling being the principal aspect of both these roles. The service operates Monday - Friday including 2 longer days till 7.30pm and Saturday mornings which staff cover on a rota basis. Further information on hours and work patterns will be discussed at interview.

We are looking for motivated & enthusiastic Call Handlers with a strong work ethic to join us. Applicants will preferably demonstrate previous call taking experience & have the ability to work within a busy team with a high call activity into the service.

Should we receive a high number of applications we reserve the right to close this vacancy at any point after 23rd January 2026.

Main Duties of the Job

• Answer calls into the service, booking and rearranging appointments.
• Reception cover and front‑of‑house cover.
• Additional administration duties supporting clinical and non‑clinical teams.
• Maintain accurate patient records both manual and electronic in accordance with the organisation's Record Keeping Policy.
• Receive, sort, distribute, and dispatch all mail, ensuring all outgoing mail is appropriately processed and ready for collection at the appropriate time.
• Assist with archiving of clinical notes in line with NHS Trust Retention and Disposal Policy.
• Provide administration support to the iCaSH Service secretaries if required.
• Update and process patient demographics on the clinical system and associated booking/check‑in/waiting‑list processes.
• Open, sort and prioritise clinic mail, scanning relevant client medical records, laboratory reports and other clinic correspondence onto the electronic patient record.
• Safeguarding & promoting the welfare of children, young people & vulnerable adults; all staff will undergo a DBS check.

Person Specification

Essential Qualifications and Training:

• Competent operator of computers and software.
• Educated to GCSE level English and Maths or equivalent.

Desirable Qualifications and Training:

• Knowledge of administrative procedures, software programmes and medical terminology.

Essential Experience:

• Experience of working in a constantly changing environment.
• Proven experience of using Microsoft Office.

Desirable Experience:

• Experience in NHS or Healthcare clinic.

Essential Skills:

• Excellent organisational skills/telephone and communication skills and ability to prioritise and plan ahead.
• Working with sensitive information and protecting confidentiality.
• Understanding working with vulnerable people.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a submission will be required 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.

Job Details

• Date posted: 16 January 2026
• Pay scheme: Agenda for change
• Band: Band 2
• Salary: £24,465 per annum, pro‑rata
• Contract: Permanent
• Working pattern: Part‑time, Flexible working
• Reference number: 448‑AMB‑7732627
• Job locations: iCaSH Norfolk, Rowan House, Colman Hospital, Unthank Road, Norwich, NR2 2PJ

Employer

• Cambridgeshire Community Services NHS Trust
• Address: iCaSH Norfolk, Rowan House, Colman Hospital, Unthank Road, Norwich, NR2 2PJ
• Website: https://www.cambscommunityservices.nhs.uk/careers