Customer Care Assistant

Mcht; Crewe; Hybrid; GBP 23,000 - 28,000; Part time

Benefits offered by this job

Flexible working

Training and development opportunities

28 days holiday plus bank holidays

Job summary

Mid Cheshire Hospitals NHS Foundation Trust in Crewe is seeking a part-time Administration role at Band 2 within CCICP Urgent Treatment Centre. The post supports single point of access, GP Out of Hours, and coordination with nursing team.

Working 20 hours across two days, 09:00-19:30, on a rolling 4-week rota. You will handle reception duties, enter demographics, maintain confidentiality, and contribute to improving patient flow.

Qualifications

• Be 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.

Responsibilities

• Provide an administration service to the single point of access and referral service, acting as first point of telephone contact for healthcare professionals.
• Enter demographics accurately and timely onto Adastra, DCS and other trust systems whilst observing confidentiality and data protection principles.
• Be responsible for monitoring and escalating the National 4 hour target for patients who have presented through the Emergency Department.
• To take calls and demographics for GP Out of Hours service between 18.30-19.30.

Skills

Excellent telephone manner

Excellent communication

Interpersonal skills

Education

ECDL or equivalent IT qualification

Tools

DCS

Adastra

Excel

Job description

Main area Administration Grade NHS AfC: Band 2 Contract 9 months (fixed term until 5 August 2027) Hours Part time - 20 hours per week (09:00-19:30, working 2 days per week on a rolling 4-week rota) Job ref 412-COMM-8123646-A

Site Mid Cheshire Hospital Town Crewe Salary £25,272 pro rata Salary period Yearly Closing 17/11/2026 23:59

Want to work somewhere you can really make a difference? Somewhere you’re encouraged to have ideas and empowered to create positive change?

Central Cheshire Integrated Care Partnership (CCICP) deliver NHS Community Services across Cheshire. With a wide range of clinical disciplines, we are a dynamic, future-facing organisation passionate about delivering the highest quality healthcare whilst collaborating with our community partners.

We foster a culture of continuous improvement, built on compassion.

• Over 83% of staff would recommend CCICP as a place to work
• 90% of staff say the people they work with show appreciation to each other
• 88% staff say that patient care/service users are the organisations top priority
• Over 70% of staff believe there are opportunities for them to develop their career
• If a friend or relative needed treatment 81% of staff are happy with the standard of care provided

We are recognised nationally

• With over 24 Queen’s Nurses (and growing) we have one of the highest percentages proportionate to the size of our team
• Nursing Times Award winners in 2023 and finalists in 2024 for a Bladder and Bowl project. Our specialist Stoma service is currently shortlisted for a Nursing Times and British Journal of Nursing awards.
• Two Specialist clinicians have recently had their work recognised by Wounds UK
• Leighton Hospital Urgent Treatment Centre, run by CCICP, was reviewed by Care Quality Commission and awarded the highest score in the North West

Job overview

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 healthcare
professionals. Enter demographics accurately and timely onto Adastra, DCS and other trust systems whilst observing confidentiality and data
protection principles.

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

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

Working for our organisation

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.

Detailed job description and main 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 elevate 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

We offer enviable benefits* which include:

• Recognition: monthly ‘Because You Matter’ awards, with an annual awards celebration. CCICP Star of the Month acknowledgements
• Flexible working, tailored to the service, role and individual
• Training and development opportunities
• Mentoring and coaching
• Generous holiday allowance of 28 days plus bank holidays. Increasing with length of service. Option to buy / sell annual leave.
• Fast track physiotherapy access
• Enhanced maternity / paternity / adoption leave pay
• Sick pay
• Access to free counselling service 24/7
• Carers leave
• Free Flu and Covid Vaccinations
• Discounted complimentary therapies
• Access to hundreds of staff discounts nationally and locally
• Cycle to work scheme
• Long service awards for all NHS service

KEY MESSAGES

• Please let us know if you require an adjustment to our recruitment process.
• All correspondence will be sent via the email address you have registered as your TRAC account.
• Selection is based on the Trust's values, and the criteria outlined in the Job Description for the role.
• Employers have a legal responsibility to ensure that their employees have a “right to work” in the UK. Mid Cheshire Hospitals NHS Foundation Trust hold a Sponsor Licence, which means that we MAY be able to sponsor you IF the role meets the UK Government requirements for sponsorship. Not all NHS roles are eligible for sponsorship. To be eligible for sponsorship, the role must be in an eligible occupation code and must meet the skill level and the minimum salary threshold (usually £38,700 per year for Skilled Worker or £23,200 for Health Care Worker Visa). You can find more information on the Government website .
• Staff recruited from outside the NHS will usually be appointed at the entry point (bottom) of the pay band.
• Appointments are subject to a 6-month probationary period. LED Doctors are subject to a 3-month probationary period.
• Please provide a contact email address for referees when you submit your application. We will not request any references until after you have been made a formal job offer.
• You will be required to pay for your DBS disclosure (where the post requires one). This will be done via 3 monthly instalments from your pay. We encourage applicants to join and remain registered with the DBS update service.
• We do not reimburse travel to interview expenses.
• Secondments will be considered for fixed term positions when both parties agree. Candidates should seek approval from their current line manager before application

Key Messages

We are a forces-friendly employers.

Candidates should ensure that all submissions and interactions reflect the candidate’s own skills, experience, and understanding. Any use of AI that compromises the integrity, fairness, or authenticity of the recruitment process may result in disqualification from consideration, withdrawal of offer, or dismissal if this these circumstances come to light post hire.

Candidates that require sponsorship to work in the UK are strongly advised to check the Government website for up-to-date information about whether the role they are applying for (incl. offered salary) is eligible.

Please let us know if you require an adjustment to our recruitment process and we'll be happy to discuss this with you.

We actively promote flexible working so please discuss any requirements you may have with us.

Secondments will be considered for fixed term positions when both parties agree. Candidates should seek approval from their current line manager before application.

• All correspondence will be sent via the email address you have registered as your TRAC account.Selection is based on the Trust's values, and the criteria outlined in the Job Description for the role.
• Appointments are subject to a 6-month probationary period. LED Doctors are subject to a 3-month probationary period.
• You are required to pay for a DBS disclosure where the post requires one, and we encourage applicants to join and remain registered with the DBS update service.
• We do not reimburse travel to interview expenses.

Employer certification / accreditation badges

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.

Name Zara Mountford Job title Support Manager Email address [e-mail] Telephone number 01270 273628

If you have problems applying, contact

Address Leighton Hospital
Middlewich Road
Crewe
Cheshire
CW1 4QJ
Telephone [e-mail]