Call Handler / Administration Assistant

Cambridgeshire Community Services NHS Tr; Norwich; On-site; GBP 20,000 - 25,000; Part time

Job summary

A community healthcare provider in Norwich seeks motivated Call Handlers for two part-time roles (30 and 21 hours/week). Responsibilities include answering calls, managing appointments, and providing essential administrative support to clinical teams. Ideal candidates should have previous call taking experience, strong teamwork skills, and a commitment to patient care. Join a renowned organization that prioritizes innovative care delivery and staff development. Applications are welcomed from all backgrounds.

Qualifications

• Strong work ethic and ability to handle busy calls.
• Experience with call taking in a similar environment.
• Ability to maintain accurate patient records.

Responsibilities

• Answer calls and provide patient support primarily by telephone.
• Book and rearrange appointments as per requirements.
• Assist with administration duties and maintain patient records.

Skills

Motivated

Enthusiastic

Teamwork

Call handling experience

Job description

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 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.

The main aspect of this role will be answering calls into the service, along with booking and re arranging appointments, reception cover, front of house cover and additional administration duties and to support both clinical and non-clinical teams in service delivery.

Act as the first point of contact to patients predominantly via the telephones. Ensuring all enquires and contact with iCaSH are dealt with in a welcoming, friendly, efficient, courteous and professional manner, promptly and prioritising as required dependant on urgency of enquiry.

Maintain accurate patient records both manual and electronic in accordance with the organisation’s Record Keeping Policy.

Provide administration support to the iCaSH Service secretaries if required.

Rated Outstanding by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.

There’s one reason why our services are outstanding – and that’s our amazing staff - who, for the seventh year running, rated us incredibly highly in the national staff survey.

If you share our passion for innovative and high-quality care delivery, then please submit your application and join us on our exciting journey as a leading-edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.

When required; 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.

Update and process patient demographics on the clinical system and associated booking/check in/waiting list processes.

Open, sort and prioritise clinic mail. Scanning of relevant client medical records, laboratory reports and other clinic correspondence onto the electronic patient record.

We are committed to safeguarding & promoting the welfare of children, young people & vulnerable adults expecting all staff to share this commitment. As part of our safe recruitment practice and selection process you will be required to undergo a DBS check.

This advert closes on Monday 2 Feb 2026.