Job summary
Are you looking for a new challenge?
Do you have excellent telephony and communication skills to deal with sometimes complex and difficult issues?
Are you enthusiastic, care about customer service and motivated to make a difference?
Do you have the transferrable skills we are looking for and can bring a good work ethic and personality to our team?
Yes .... then we need to know more about you and would encourage you to apply.
Launched in June 2021, The Children's Community Health Hub is a single point of access providing one number and one email address for service users across several children's services. We also provide administration support for the Speech and Language Therapy Team.
The role of the Beds & Luton Children's Health Hub Administrator/Call Handler is to act as the first point of contact for communication for the Bedfordshire & Luton Children and Young People's Community Health Services to support every service to the right person in the right place at the right time.
We work from The Poynt, in Luton and Woburn Court in Kempston. The successful candidate could be based at the office of their choosing.
Should we receive a high number of applications we reserve the right to close this vacancy at any point after 21-07-2025.
Main duties of the job
As primarily a call handler, be the first point of contact for communication with parents, carers, healthcare and other professionals.
Using NHS pathways, assess callers' requests and queries and either help resolve the call or direct to the most appropriate healthcare professional.
Prioritise and process emails received into the service, in a calm and timely manner.
Recognise the extent of your own competency and identify when support is required.
Ensure that follow up actions from calls, emails, correspondence, and other contacts are progressed efficiently and effectively.
Complete administration tasks on SystmOne, including scanning onto patient records, referral management, checking tasks, updating service user information, rescheduling appointments and registering service users who have transferred in.
Record all contact information received into the service accurately using SystmOne following agreed protocols and pathways.
Demonstrate the ability to remain focussed on service delivery whilst dealing with an unpredictable, diverse and challenging workload.
Provide an excellent standard of communication and customer service to all our service users.
Demonstrate personal resilience to handle sensitive telephone calls and process sensitive information in a controlled and professional manner.
About us
Rated 'Outstanding' by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.
There's one reason why our services are outstanding - and that's our amazing staff - who, for the seventh year running, rated us incredibly highly in the national staff survey.
If you share our passion for innovative and high-quality care delivery, then please submit your application and join us on our exciting journey as a leading-edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.
Job description
Job responsibilities
Other Main Duties and Responsibilities
Receiving and dealing with calls, emails, correspondence and other contacts from service users and professionals and handling these as required, to coordinate care according to agreed protocols and pathways.
Handle a high volume of calls ensuring high standards are always upheld.
Booking interpreters as requested by clinicians and following up bookings as required.
Co-ordinating rotas, room booking and sending SMS.
Advise Hub Co-Ordinator of any problems and take appropriate action as required.
Plan and organise straightforward activities relating to role and taking responsibility for daily allocated workload.
Completing other routine administration tasks as requested such as scanning, photocopying, sending out letters/reports, ordering, etc.
Communication
Acting as the first point of contact for service users and professionals and providing and receiving all communications efficiently and effectively, demonstrating a customer service attitude, especially where there may be barriers to understanding or contentious discussions.
Using tact and diplomacy to deescalate emotive situations.
Acting in accordance with the Trusts complaints procedure where required.
Maintaining positive relationships and communicating with colleagues across the service.
The post holder will be required to handle sensitive information provided by service users in a confidential manner.
Be able and confident to identify the need and take action to modify and adapt methods of communication to account for differing needs of callers especially in stressful or difficult situations.
To control and take charge of calls by acting in a calm, professional manner and treating callers with respect and dignity at all times.
Providing and receiving routine information from the following:
Managers at all levels throughout Cambridgeshire Community Services NHS Trust (CCS)
CCS employees
Service users
Contribute to CCS internal communication strategies ensuring effective two-way communication and engagement within the organisation
Clinical and Practice Governance
Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.
Any data that is taken/shared as part of a phone call or transported, faxed, or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.
The post holder must adhere to the Trust risk assessment and risk management processes.
The post holder must adhere to infection control policies and procedures.
Undertake mandatory training and any other training relevant to the role as required by Cambridgeshire Community Services NHS Trust.
The post holder must participate in clinical and safeguarding audits as required.
Participate in supervision on a regular basis.
The post holder is required to participate in relevant emergency preparedness process for their team.
General
Safeguarding people responsibility
Safeguarding children and adults at risk of abuse or neglect is a collective responsibility.
There is an expectation that all staff develop and maintain their role relevant safeguarding people competencies and comply with local safeguarding partnerships practice. Alongside this employee who are registrants are reminded of their professional duty of care.
Safeguarding means protecting a citizens health, wellbeing, and human rights; enabling them to live free from harm, abuse and neglect. It is an integral part of providing high-quality health care.
Those most in need of protection include:
Children and young people
Adults at risk, such as those receiving care in their own home, people with physical, sensory, and mental impairments, and those with learning disabilities
The post holder must at all times carry out his/her duties with regard to Cambridgeshire Community Services NHS Trust Equal Opportunities Policy.
To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors, and staff.
All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures.
This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust
Job description
Job responsibilities
Other Main Duties and Responsibilities
Receiving and dealing with calls, emails, correspondence and other contacts from service users and professionals and handling these as required, to coordinate care according to agreed protocols and pathways.
Handle a high volume of calls ensuring high standards are always upheld.
Booking interpreters as requested by clinicians and following up bookings as required.
Co-ordinating rotas, room booking and sending SMS.
Advise Hub Co-Ordinator of any problems and take appropriate action as required.
Plan and organise straightforward activities relating to role and taking responsibility for daily allocated workload.
Completing other routine administration tasks as requested such as scanning, photocopying, sending out letters/reports, ordering, etc.
Communication
Acting as the first point of contact for service users and professionals and providing and receiving all communications efficiently and effectively, demonstrating a customer service attitude, especially where there may be barriers to understanding or contentious discussions.
Using tact and diplomacy to deescalate emotive situations.
Acting in accordance with the Trusts complaints procedure where required.
Maintaining positive relationships and communicating with colleagues across the service.
The post holder will be required to handle sensitive information provided by service users in a confidential manner.
Be able and confident to identify the need and take action to modify and adapt methods of communication to account for differing needs of callers especially in stressful or difficult situations.
To control and take charge of calls by acting in a calm, professional manner and treating callers with respect and dignity at all times.
Providing and receiving routine information from the following:
Managers at all levels throughout Cambridgeshire Community Services NHS Trust (CCS)
CCS employees
Service users
Contribute to CCS internal communication strategies ensuring effective two-way communication and engagement within the organisation
Clinical and Practice Governance
Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.
Any data that is taken/shared as part of a phone call or transported, faxed, or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.
The post holder must adhere to the Trust risk assessment and risk management processes.
The post holder must adhere to infection control policies and procedures.
Undertake mandatory training and any other training relevant to the role as required by Cambridgeshire Community Services NHS Trust.
The post holder must participate in clinical and safeguarding audits as required.
Participate in supervision on a regular basis.
The post holder is required to participate in relevant emergency preparedness process for their team.
General
Safeguarding people responsibility
Safeguarding children and adults at risk of abuse or neglect is a collective responsibility.
There is an expectation that all staff develop and maintain their role relevant safeguarding people competencies and comply with local safeguarding partnerships practice. Alongside this employee who are registrants are reminded of their professional duty of care.
Safeguarding means protecting a citizens health, wellbeing, and human rights; enabling them to live free from harm, abuse and neglect. It is an integral part of providing high-quality health care.
Those most in need of protection include:
Children and young people
Adults at risk, such as those receiving care in their own home, people with physical, sensory, and mental impairments, and those with learning disabilities
The post holder must at all times carry out his/her duties with regard to Cambridgeshire Community Services NHS Trust Equal Opportunities Policy.
To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors, and staff.
All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures.
This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust
Person Specification
Qualifications and Training
Essential
- GCSE English and Maths Grade C and above or equivalent qualification
- NVQ 3 or equivalent experience
Desirable
- NVQ level 3 in Customer Service or Business Administration
Experience
Essential
- Experience within an administrative role.
- Experience of using Microsoft Office programmes such as Word, Outlook and Excel.
- Experience of working in a customer service environment.
- Working knowledge of SystmOne.
Desirable
- Experience of working in a large team
- Experience of working in an NHS environment.
- Experience of working with children
Knowledge and Skills
Essential
- Excellent communication and interpersonal skills.
- Effectively priorities and co-ordinates own work and the work of others.
- Wide knowledge of office procedures.
- Standard keyboard skills.
- Ability to use Microsoft Office packages such as Word, Outlook, Excel and PowerPoint.
- Work flexibly as part of a team.
- Excellent time management skills.
- Ability to use initiative without close supervision.
Safeguarding and promoting the welfare of children and young people/vulnerable adults
Essential
- Ability to safeguard and promote the welfare of children and young people/vulnerable adults.
- Demonstrates understanding of safeguarding issues.
- Appreciates the significance of safeguarding and interprets this accurately for all individual children and young people/vulnerable adults whatever their life circumstances.
- Has a good understanding of the Safeguarding agenda.
- Can demonstrate an ability to contribute towards a safe environment.
Emotional Awareness
Essential
- Aware of the range of emotions in self and others.
- Demonstrates empathy for the concerns of others.
- Listens to and understands directly and indirectly expressed feelings.
- Encourages others to express themselves openly.
- Manages strong emotions and responds constructively to the source of problems.
- Shows respect for others' feelings, views and circumstances.
- In highly stressful situations keeps own feelings in check, takes constructive action and calms others down.
- Has a range of mechanisms for dealing with stress, can recognise when to use them and does so.
- Listens to personal comments without becoming defensive.
Self-awareness
Essential
- Has a balanced understanding of self and others.
- Has a realistic knowledge of personal strengths and areas for development.
- Can demonstrate flexibility of approach.
- Shows a realistic appreciation of the challenges of working with children and young people/vulnerable adults.
Person Specification
Qualifications and Training
Essential
- GCSE English and Maths Grade C and above or equivalent qualification
- NVQ 3 or equivalent experience
Desirable
- NVQ level 3 in Customer Service or Business Administration
Experience
Essential
- Experience within an administrative role.
- Experience of using Microsoft Office programmes such as Word, Outlook and Excel.
- Experience of working in a customer service environment.
- Working knowledge of SystmOne.
Desirable
- Experience of working in a large team
- Experience of working in an NHS environment.
- Experience of working with children
Knowledge and Skills
Essential
- Excellent communication and interpersonal skills.
- Effectively priorities and co-ordinates own work and the work of others.
- Wide knowledge of office procedures.
- Standard keyboard skills.
- Ability to use Microsoft Office packages such as Word, Outlook, Excel and PowerPoint.
- Work flexibly as part of a team.
- Excellent time management skills.
- Ability to use initiative without close supervision.
Safeguarding and promoting the welfare of children and young people/vulnerable adults
Essential
- Ability to safeguard and promote the welfare of children and young people/vulnerable adults.
- Demonstrates understanding of safeguarding issues.
- Appreciates the significance of safeguarding and interprets this accurately for all individual children and young people/vulnerable adults whatever their life circumstances.
- Has a good understanding of the Safeguarding agenda.
- Can demonstrate an ability to contribute towards a safe environment.
Emotional Awareness
Essential
- Aware of the range of emotions in self and others.
- Demonstrates empathy for the concerns of others.
- Listens to and understands directly and indirectly expressed feelings.
- Encourages others to express themselves openly.
- Manages strong emotions and responds constructively to the source of problems.
- Shows respect for others' feelings, views and circumstances.
- In highly stressful situations keeps own feelings in check, takes constructive action and calms others down.
- Has a range of mechanisms for dealing with stress, can recognise when to use them and does so.
- Listens to personal comments without becoming defensive.
Self-awareness
Essential
- Has a balanced understanding of self and others.
- Has a realistic knowledge of personal strengths and areas for development.
- Can demonstrate flexibility of approach.
- Shows a realistic appreciation of the challenges of working with children and young people/vulnerable adults.
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.
