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NELFT NHS Foundation Trust

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Yes

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9296b05f778f

3

17.05.2025

01.07.2025

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Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.

The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.

Find out more about NELFT careers and what makes our Trust a great place to work, in this video

Job overview

An exciting opportunity has arisen for a part-time administrator (Thursdays and Fridays) to join our Mental Health and Wellness Team psychological provision in Barking & Dagenham. The post is a one year fixed term contract, 2 days per week position. The post is based at the Becontree Centre, and involves integrated working with multi-disciplinary colleagues from all three Barking & Dagenham Wellness Teams.

The post holder will provide effective customer service and administrative support to the team. This will involve booking appointments, dealing with general queries from colleagues/members of the public, either face to face or over the phone and overseeing administrative systems and processes.

The Psychological Professions team has a range of specialist interests. We value diversity and inclusion, co-design and co-delivering with experts by experience, peer workers and partnering with third sector organisations. We believe in the importance of offering a diverse range of approaches in delivering secondary care services to effectively meet the needs of the population we serve.

Main duties of the job

In alignment with the Community Mental Health Framework for Adults, we intend for our teams to be trauma informed and person-centred, putting relationships back into the heart of care.

Your responsibilities will include dealing with patient queries on the telephone, booking appointments, managing referrals and managing reception for Barking and Dagenham MHWT Psychological Professions.

The applicant will be preferably a RIO user and have knowledge of Microsoft office packages.

Working for our organisation

Starting with NELFT
NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focusing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

High Cost Area Supplement - London

This post attracts payment for High Cost Area Supplement of 15% of the basic salary (minimum payment of £4,551 and a maximum payment of £5,735 per annum pro rata).

Use of AI

Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability

Detailed job description and main responsibilities

• Communicate effectively with a range of people, either in person or on the telephone, promptly and in a professional and courteous manner whilst recognising barriers to communication.
• Ensure that complex calls from anxious and distressed clients are passed to appropriate person to deal with (dealt with) effectively and appropriately, or are escalated to senior staff member if appropriate
• Respond to enquiries, and take appropriate action on behalf of the service, either by telephone, personal contact or correspondence, within agreed time limits.
• Manage and maintain an efficient administrative system on behalf of others.
• Draft general correspondence on behalf of own service.
• Accurately produce reports, correspondence and documents from a variety of sources.
• Work without supervision and ensure urgent situations are addressed swiftly.
• Ensure workload is managed and prioritised appropriately.
• Responsible for the induction and orientation of Band 2 administrative staff and temporary staff.
• Establish and maintain electronic and manual filing systems.
• Arrange and take minutes or notes at meetings that are intended for internal review only.
• Input generic data into organisational systems or in-house records. Printing of simple reports – ie training records or basic clinical info
• Cover other teams/services, where necessary, which may require working on other sites.
• Monitor and maintain secure stamp allocation, petty cash refunds for expenses and keys held on site

Front of House

• Facilitate the smooth running of the service, dealing sensitively with any complaints, problems or issues arising, highlighting and referring problems where necessary to the line manager.
• Act as a point of contact for service users and effectively run reception.
• Take clear messages and pass them promptly to the appropriate member of the team using own judgement on urgency.
• Responsible for ordering stationery and other supplies via the electronic procurement system, receipting goods and chasing shortfalls.
• Be the first point of contact for service users

Computer/Administration

• Use the patient records system to enter client related information and care events.
• Retrieve and record patient information in line with service requirements.
• Print out monthly team reports on service activity.
• Participate in audits and surveys as necessary. Provide support in the development of audit reports

Communication

• Demonstrate effective communication skills and promote a positive image of the team with service users, carers, professionals and external agencies from a variety of disciplines, both within and outside the Trust.
• Respond to frequent enquiries made by clients/staff, either in person or on the telephone, promptly and in a professional and courteous manner in line with Trust policy.
• Work competently within current procedures for own working practices and, where appropriate, contribute to the development and implementation of changes to improve own working practices/service, policies, procedures and guidelines.

Specific Tasks directly related to the post:

• Deliver a reliable client focused administrative service which promotes good customer care and supports the achievement of the trust vision and mission.
• Provide administrative and reception support to the Mental Health and Wellness Team.
• Facilitate the smooth and reliable running of the front of house, dealing sensitively with any complaints, problems or issues arising, highlighting and referring problems where necessary to the line manager.
• Uploading/ opening referrals accurately onto patient records
• Receive, divert and make telephone calls as required, passing messages accurately and promptly to appropriate colleagues.
• Ensure that complex calls from anxious and distressed service users or their families are passed to appropriate persons to be dealt with effectively and appropriately or escalated to a senior staff member if appropriate.
• Display a calm, friendly and helpful approach at all times.
• Support senior members of staff with organising caseloads
• Supporting team meetings, taking minutes for team meetings.
• Formulate letters under the direction of senior staff
• Management of generic inboxes and ensuring emails are dealt with in a timely manner.
• Booking of interpreters and issuing of food vouchers.
• Be able to cross cover across all 3 sites within Barking and Dagenham Mental Health & Wellness Teams.
  
  Please see the attached job description and person specification for further details on this vacancy.

Person specification

Qualifications

• NVQ level 2 or equivalent standard of literacy and numeracy

Skills

• Maintaining efficient admin systems
• Understanding of data protection/ confidentiality
• Understand the needs of clients and deal tactfully and sensitively with concerns
• Updating and maintaining systems
• Ability to use own initiative and prioritise workload
• Experience of processing referrals
• Experience of using RIO

Experience

• Experience of working in a healthcare setting
• Working in a busy office environment
• Experience of storing and maintaining records

We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:

• A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff.
• A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity.
• Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors.
• Detailed information about our wellbeing and benefits offer can be found in this link.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.