Customer Care Assistant

Mid Cheshire Hospitals NHS Foundation Trust; City of Edinburgh; Sur place; GBP 21 000 - 27 000; Temps partiel

Résumé du poste

Mid Cheshire Hospitals NHS Foundation Trust is seeking a part-time Customer Care Assistant to support the Urgent Treatment Centre and GP Out of Hours services. The role involves managing first-line telephone contacts, demographics entry, and coordinating workload under supervision, ensuring continuity of services.

You will work 09:00–19:30, two days per week on a rolling 4-week rota, providing clerical support, handling enquiries, and maintaining data accuracy in line with Trust guidelines and

Qualifications

• Competent with IT packages and Excel (ECDL or similar).
• Confidentiality and data protection knowledge.
• Administration and customer care / call handling experience.
• Familiar with DCS and Adastra.

Responsabilités

• Provide an efficient reception service for patients, public and visitors.
• Deliver effective administrative support to Community Teams and liaise with other departments.
• Maintain patient information/databases in line with Trust policies.
• Monitor and escalate national standards and targets (e.g. 4-hour ED target).
• Provide cross-cover for administration staff as needed.

Connaissances

IT skills

Excel

Call handling

Communication

Formation

ECDL or similar

Outils

DCS

Adastra

Description du poste

Mid Cheshire Hospitals NHS Foundation Trust

Customer Care Assistant

The closing date is 17 November 2026

The post holder will provide administration support to the Urgent Treatment Centre incorporating the single point of access and referral service, along with the final hour of the shift supporting the GP Out of Hours service within CCICP.

The customer care assistant will be expected to act as first point of telephone contact for all healthcare professionals and accept GP practice referrals. They will be responsible for organising their workload and co-ordinate their activities in conjunction with, and supervised by both the nursing team and Support Manager.

The post holder will be capable of full clerical function within the team and be able to step-in to fill gaps, to ensure continuity of services. It is essential that the post holder is able to exercise initiative suitable to the role, and is fully supportive to other colleagues in the Urgent Care Centre and Out of Hours Team.

Hours are 09:00-19:30, working 2 days per week on a rolling 4-week rota.

Main duties of the job

To provide an administration service to the single point of access and referral service, acting as first point of telephone contact for healthcareprofessionals. Enter demographics accurately and timely onto Adastra, DCS and other trust systems whilst observing confidentiality and dataprotection principles.

Be be responsible for monitoring and escalating the National 4 hour target for patients who have presented through theEmergency Department.

To take calls and demographics for GP Out of Hours service between 18.30-19.30.

About us

Mid Cheshire Hospitals NHS Foundation Trust provides a full range of hospital and community services for people across East Cheshire (population 399K) and West Cheshire and Chester (population 357K). The Trust provides high quality planned and emergency care, cardiac, critical care,child health,maternity services and intermediate care at Leighton Hospital in Crewe, Victoria Infirmary in Northwich, and Elmhurst Intermediate Care Centre in Winsford.The Trust provides over 500 beds and employs over 5,100 members of staff. A comprehensive range of community services is provided across 26 medical centres and schools through our Central Cheshire Integrated Care Partnership.

We have played, and continue to play, a proactive role in the development of Integrated Care plans across Cheshire & Merseyside and our local Cheshire East and Cheshire West Place-based systems. We believe, and it is the cornerstone of our five-year Trust Strategy, there is the opportunity to progress innovative, responsive and effective care in the best setting for the patient, be it in the hospital or out in the community.

At Mid Cheshire, our mission is to inspire hope and provide unparalleled care for the people and communities of Cheshire, helping them to enjoy life to the fullest.

We welcome all applicants and assess all job applications based on knowledge, skills and experience needed for the post.

Job responsibilities

Provide an efficient reception service, welcoming patients, public and visitors as they arrive, receiving telephone calls, and dealing with enquiries promptly, taking action as necessary and directing patients/relatives/carers accordingly. Provide effective administrative support to Community Teams, undertaking the required functions, liaising with other teams/departments, and working flexibly to meet the needs of the service. Maintain systems and process to ensure that patient information/data is recorded accurately in accordance with Trust policies and guidelines. Maintain constructive relationships with others, within and across Community Teams and externally in order to improve the effectiveness and efficiency of services for patients. Monitor and escalation any relevant national standards and targets in a timely manner (e.g. 4-hour target for patients presenting through Emergency Department). Be a flexible and supportive member of the team, providing cross cover for other administration staff when required, (e.g. to cover staff absence or when there is high demand for administrative support). Support the Community Teams in the efficient and effective use of resources, e.g. equipment, supplies and materials. Carry out any additional duties as appropriate and delegated by the Community Coordinator or Senior Manager.

Person Specification

Qualifications and Knowledge

• Competent with IT packages and Excel - ECDL or similar
• Sound Knowledge and awareness of confidentiality and data protection
• Administration and Customer Care / call handling experience
• Familiar with DCS and Adastra

Skills

• Excellent telephone manner
• Excellent communication and interpersonal skills
• Awareness of NHS policies and procedures

Behaviours

• Must value and appreciate the worth of others
• Must be willing to act as a role model
• Act with dignity and respect

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.

Mid Cheshire Hospitals NHS Foundation Trust