Job summary
Norfolk and Waveney Children & Young People's Health Services has a fantastic opportunity for Administrative Call Handlers to join our expanding Just One Number team based in Cringleford.
As the first point of contact, you'll help to ensure children, young people and families speak to the right person, in the right place at the right time. Alongside this, signposting to our partner agencies and directing to our bespoke website Just One Norfolk.
This role is Monday to Friday 09:00-17:00.
Interviews will be taking place on the 22nd and 23rd January 2026.
Should we receive a high number of applications we reserve the right to close this vacancy anytime after the 13th January 2026.
Main duties of the job
Would you like to work in a role where you make a difference?
Are you compassionate, a strong communicator and happy working in a team? We are looking for individuals that share our values to be the first point of call for families and professionals contacting our service. You will need standard computer skills, initiative, a excellent telephone manner and a flexible approach.
In return, we offer the opportunity to develop your skills with access to in-service training programmes and ongoing personal development.
Just One Number prides itself on our supportive, skill mixed team. You will receive regular 1-1s, shared team learning and annual appraisals and take an active role within your own personal development. You will partake in regular whole team meetings where we value the voices of staff as paramount in the innovation of our service.
We offer a competitive annual leave package of 27 days leave pro-rata. Both salary and leave increase with years of service as per Agenda for Change scheme.
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
Receiving and managing calls to the service from both service users and professionals using a telecommunication system. This includes changing of appointments and transferring calls to the clinical team. Listening to and answering voicemails and responding to these timely. Occasionally required to deal with difficult situations/circumstances via the telephone and video call.
Respond to emails, referrals and other contacts from service users and professionals and handling these as required, in order to coordinate care according to agreed protocols and pathways. Communications received can be for our Healthy Child Programme, Speech and Language Therapy or Mental Health. Offering Signposting and guidance to Digital platforms and partner agencies where applicable.
When handling contacts and referrals recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed standard operating procedures.
Recording details of all contacts with service users and other professionals using SystmOne (S1) and other digital platforms as appropriate.
Ensuring that follow up actions from calls, emails, correspondence, referrals and other contacts are progressed efficiently and effectively.
Completing administration tasks on clinical systems such as S1, including for instance scanning onto patient records, registering antenatal notifications, checking tasks, updating service user information, oversight and action requests of digital/virtual consultation platforms, running routine reports and registering service users who are accessing the service.
Completing the administration for service users who have transferred into or out of the county.
Booking and rearranging contacts for Norfolk and Waveney CYP team as required, e.g. new birth visit, 6-8 week check and speech and language appointments etc.
In addition, the Just One Number Administrative call handler will undertake administrative tasks as part of a team in some of the following areas:
Actioning blood spot requests, virtual clinic drop ins, SystmOne support, spreadsheet maintenance and document archives in line with agreed standard operating procedures - including:
Inputting data
Preparing and sending letters
Performing quality control by checking data and correspondence
Booking appointments and responding to emails
Accessing a digital platform
Attending meetings with colleagues
Using basic functions in Microsoft Excel
Minute taking
Supporting administrative elements related to safeguarding in line with agreed standard operating procedures.
Within this role you may be required to support wider service delivery for Norfolk and Waveney with administrative tasks.
Job description
Job responsibilities
Receiving and managing calls to the service from both service users and professionals using a telecommunication system. This includes changing of appointments and transferring calls to the clinical team. Listening to and answering voicemails and responding to these timely. Occasionally required to deal with difficult situations/circumstances via the telephone and video call.
Respond to emails, referrals and other contacts from service users and professionals and handling these as required, in order to coordinate care according to agreed protocols and pathways. Communications received can be for our Healthy Child Programme, Speech and Language Therapy or Mental Health. Offering Signposting and guidance to Digital platforms and partner agencies where applicable.
When handling contacts and referrals recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed standard operating procedures.
Recording details of all contacts with service users and other professionals using SystmOne (S1) and other digital platforms as appropriate.
Ensuring that follow up actions from calls, emails, correspondence, referrals and other contacts are progressed efficiently and effectively.
Completing administration tasks on clinical systems such as S1, including for instance scanning onto patient records, registering antenatal notifications, checking tasks, updating service user information, oversight and action requests of digital/virtual consultation platforms, running routine reports and registering service users who are accessing the service.
Completing the administration for service users who have transferred into or out of the county.
Booking and rearranging contacts for Norfolk and Waveney CYP team as required, e.g. new birth visit, 6-8 week check and speech and language appointments etc.
In addition, the Just One Number Administrative call handler will undertake administrative tasks as part of a team in some of the following areas:
Actioning blood spot requests, virtual clinic drop ins, SystmOne support, spreadsheet maintenance and document archives in line with agreed standard operating procedures - including:
Inputting data
Preparing and sending letters
Performing quality control by checking data and correspondence
Booking appointments and responding to emails
Accessing a digital platform
Attending meetings with colleagues
Using basic functions in Microsoft Excel
Minute taking
Supporting administrative elements related to safeguarding in line with agreed standard operating procedures.
Within this role you may be required to support wider service delivery for Norfolk and Waveney with administrative tasks.
Person Specification
Qualifications and Training
Essential
- GCSE English and Maths Grade C and above or equivalent qualification
Desirable
- NVQ 3 or equivalent experience
Experience
Essential
- Able to demonstrate good customer service experience
- Experience within an administrative role
- Knowledge of Microsoft Office programmes such as Word, Outlook and Excel
Desirable
- Experience of working in an NHS environment
- Experience of working with members of the public
- Experience of call handling
- Demonstrate an understanding of the roles and responsibilities around safeguarding
Knowledge and Skills
Essential
- Demonstration of excellent communication and interpersonal skills
- Be able to demonstrate excellent emotional awareness in highly stressful situations and be able to demonstrate resilience.
- Effectively prioritise and co-ordinates own work and the work of others
- Work flexibly as part of a team and be able to demonstrate good team working.
- Excellent time management skills
- Ability to use initiative without close supervision
- Awareness of different communication styles and ability to be adaptable to communicating in different ways, including telephone, video call or face to face
Desirable
- Confident SystmOne user
- Confident user of virtual clinics
- Wider use of clinical systems
- Minute Taking
Person Specification
Qualifications and Training
Essential
- GCSE English and Maths Grade C and above or equivalent qualification
Desirable
- NVQ 3 or equivalent experience
Experience
Essential
- Able to demonstrate good customer service experience
- Experience within an administrative role
- Knowledge of Microsoft Office programmes such as Word, Outlook and Excel
Desirable
- Experience of working in an NHS environment
- Experience of working with members of the public
- Experience of call handling
- Demonstrate an understanding of the roles and responsibilities around safeguarding
Knowledge and Skills
Essential
- Demonstration of excellent communication and interpersonal skills
- Be able to demonstrate excellent emotional awareness in highly stressful situations and be able to demonstrate resilience.
- Effectively prioritise and co-ordinates own work and the work of others
- Work flexibly as part of a team and be able to demonstrate good team working.
- Excellent time management skills
- Ability to use initiative without close supervision
- Awareness of different communication styles and ability to be adaptable to communicating in different ways, including telephone, video call or face to face
Desirable
- Confident SystmOne user
- Confident user of virtual clinics
- Wider use of clinical systems
- Minute Taking
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
