Call Handler/Administrator

Chesterfield Royal Hospital NHS Foundation Trust; Chesterfield; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading healthcare provider in Chesterfield seeks a Call Handler/Administrator for a 9-month fixed term role. The successful candidate will provide essential administration and telephone support, ensuring excellent customer service and communication. Qualifications required include GCSEs in Maths and English, and some customer service experience is preferred. Join a dedicated team focused on improving community health.

Benefits

NHS pension

Access to training and development opportunities

Well-being initiatives

Qualifications

• Demonstrable experience of handling large call volumes.
• Experience of working in a call center or customer service environment.
• Ability to work independently following verbal or written instructions.

Responsibilities

• Provide comprehensive call answering service and administration support.
• Handle patient enquiries both telephonically and digitally.
• Document call information according to agreed protocols.

Skills

Basic IT skills

Customer service

Team working skills

Handling large call volumes

Understanding of safeguarding

Education

GCSE in Maths & English Grade C or above

NVQ or equivalent in Customer Care

Formal training in a public facing environment

Tools

Knowledge of GP computer systems (SystmOne)

Job description

Go back Chesterfield Royal Hospital NHS Foundation Trust

Call Handler/Administrator

The closing date is 22 September 2025

An exciting opportunity has arisen on a fixed term 9-month contract to work within our Call Handling/Administrative Team at Royal Primary Care to provide administration and telephone support. The post holder will be an integral point of contact for both patient and colleagues.

We are looking to employ a Call Handler based at our Ashgate site:

• Full-Time fixed term for 9 months - 37.5 hours per week

Our vision is to be an exceptional provider of family medicine, dedicated to our patients, and we're on a mission to improve our community's health and reduce inequality.

Main duties of the job

To provide a comprehensive call answering service and administration support service to an identified pathway to the services supported by Royal Primary Care and within the wider healthcare community. This will include dealing with queries from service users, inputting and updating data within medical records, working with clinicians and partners for the service delivery and providing excellent customer service.

The successful candidate should have

• Basic IT skills.
• Previous office experience - able to use office equipment e.g. photocopiers, printers and scanners.
• Demonstrable experience of handling large call volumes.
• Experience of working in a call center or customer service environment

Other essential skills are the ability to work as part of a team, have a good level of qualification (or equivalent experience) and competency in Maths and English.

About us

Our vision is to be an exceptional provider of family medicine, dedicated to our patients, and we're on a mission to improve our community's health and reduce inequality.

Royal Primary Care surgeries are part of Chesterfield Royal Hospital Foundation Trust and this brings the benefits of being part of a larger organisation. As well as an NHS pension, you'll have access to training and development opportunities and a whole raft of well-being initiatives to look after your physical and mental health. At Royal Primary Care, your happiness is at the heart of our appraisal system, and we place great importance on everyone feeling included. You'll have an equal say in how we look after you through access to our annual staff survey.

(Please note although this is not Agenda for Change - we do offer our employees a good package of benefits)

Job responsibilities

Display and maintain high levels of customer service at all times, ensuring all patients have a positive experience of Royal Primary Care

To communicate effectively, accurately and professionally, applying discretion and empathy where necessary, with written, telephone and face to face contact, with service users, visitors, colleagues and external agencies

Dealing with high levels of inbound and outbound calls in a professional, friendly and courteous manner

Monitor specified inboxes and respond to digital communications as required

Handle patient enquiries both telephonically and digitally

Deal with all enquiries in a courteous and efficient manner, recording messages as per agreed systems and escalating as per protocols

Document all call information according to agreed protocols, ensuring all appropriate information is captured on the patient record accordingly

Manage and resolve patient enquiries

Identify and escalate priority issues as per agreed protocols

Follow up service user calls where necessary

Provide service users with relevant and up to date service information

Research required information using available resources

Create and maintain, up to date computerised patient records and recall systems on SystmOne.

Liaise with respective colleagues within Royal Primary Care to ensure a safe and efficient service for patients

Liaise between clients, professional staff and other multi-agency partners e.g. Local authorities, and other partner agencies

Adhere to the Repeat Prescription Standard Operating Procedure

Proactively contribute ideas for improving the planning of service activities and/or administrative/clerical systems

To participate in regular supervision and Annual Appraisal

To be responsible for own development and seek opportunities to develop knowledge and skills

To maintain appearance and behaviour in keeping with a member of the professional team and cooperate with and gain an understanding of the professional roles of others

To promote a high-quality approach to patient care in conjunction with the multidisciplinary team

Other duties appropriate to grade, as identified to support the functioning of the service.

Person Specification

Qualifications and Training

• GCSE in Maths & English Grade C or above
• NVQ or equivalent in Customer Care
• Formal training in a public facing environment
• Knowledge of GP computer systems, preferably SystmOne

Experience

• Working with the public, preferably in a reception environment with knowledge of basic office procedures
• Telephone call handling experience

Skills and Knowledge

• Good team working skills
• Ability to work independently following verbal or written instructions
• Understanding the issues around safeguarding and patient confidentiality
• GDPR knowledge

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 name

Chesterfield Royal Hospital NHS Foundation Trust