Urgent Mental Health Helpline Administrator

The Methodist Church in Britain; England; On-site; GBP 23,000 - 25,000; Full time

Job summary

The Band 3 administrator post supports the Urgent Mental Health Helpline, NHS 111 Option 2 service for people in urgent mental health crisis, run by Kent and Medway Mental Health NHS Trust. The role focuses on keeping the helpline running day to day, including diary management, organising meetings and events, handling contact with callers and stakeholders, and reporting on activity.

The team base is under consultation, with a proposed move to West Kent via an interim East Kent location.

Qualifications

• Two years of administration experience.
• Experience delivering high-quality customer service.
• Strong organisational skills and attention to detail.

Responsibilities

• Manage own workload with limited supervision and meet deadlines.
• Handle telephone and face-to-face contact with visitors and callers.
• Process emails, judge urgency, and take appropriate actions.
• Liaise with internal and external stakeholders on behalf of the team.
• Coordinate diary and arrange meetings of various sizes.
• Prepare standard activity reports and statistics from multiple systems.
• Produce letters, spreadsheets and leaflets in line with trust branding.
• Order stationery and maintain stores.

Skills

Prioritising & organising workloads

Keyboard skills & MS Office

Education

GCSE English & Maths

NVQ Level 2 / RSA 2 or equivalent

Tools

RiO

Microsoft Office

Job description

This Band 3 administrator post supports the Urgent Mental Health Helpline, the NHS 111 Option 2 service for people in urgent mental health crisis, run by Kent and Medway Mental Health NHS Trust. The work centres on keeping the helpline running day to day, including diary management, organising meetings and events, handling contact with callers and stakeholders, and reporting on activity. The team base is under consultation, with a proposed move to West Kent via an interim East Kent location. Two years' administration experience and strong customer service skills are essential.

What the job involves

• Manage own workload with limited supervision, prioritising tasks and meeting agreed timescales
• Handle telephone and face-to-face contact, welcoming visitors and checking contact details
• Scrutinise email inboxes, judge urgency and importance, and take appropriate action
• Liaise with internal and external stakeholders on behalf of the line manager or team
• Apply trust standards to calls and messages, redirecting callers promptly
• Manage diary and co-ordinate appointments and meetings of all sizes
• Manage the team's daily set-up to staffing levels and compile staff rotas
• Maintain efficient working systems and documentation for follow-up reviews
• Carry out basic patient administration on RiO, entering and amending non-clinical information
• Prepare standard and non-standard activity reports and basic statistics, cross-checking data across systems
• Produce letters, spreadsheets, slides and leaflets to trust branding, and draft and collate feedback questionnaires
• Order stationery and supplies and manage stationery stores

Qualifications

• GCSE English and Maths at grade 9 to 4
• NVQ Level 2, RSA 2 or equivalent

Experience

• Two years' administration experience
• Experience in high quality customer service

Skills & knowledge

• Prioritising and organising workloads
• Keyboard skills and knowledge of Microsoft Office packages

Nice to have

• Experience in clinical or document typing
• Experience within NHS or mental health
• Experience using RiO
• Knowledge of general office procedures