Job vacancy: Administrator/Call Handler, Cambridgeshire and Peterborough NHS Foundation Trust, Huntingdon

Job summary

Main area: Administration
Grade: Band 3
Contract: Permanent
Hours: Part time - 25.5 hours per week (Evenings and Weekends)
Job ref: 310-OPAC-6984653

Employer: Cambridgeshire and Peterborough NHS Foundation Trust
Employer type: NHS
Site: Huntingdon OPAC Admin Hub
Town: Huntingdon
Salary: £24,071 - £25,674 per annum pro rata
Salary period: Yearly
Closing: 10/04/2025 23:59

Administrator/Call Handler

Band 3

Detailed job description and main responsibilities

Please refer to the attached job description and person specification for full details of responsibilities.

Word processing of all forms of correspondence, reports and summaries that are required by the team.
Answer all telephone calls within the defined timeframe.
To use effective telephone techniques to healthcare professionals, patients, and other agencies in a quick and efficient manner.
Record information in the chosen software timely and accurately.
Manage all calls in a controlled and professional manner.
Deal with difficult callers in a calm and professional manner.
Any data that is taken/shared as part of a phone call or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies
Provide operational support to colleagues, and supervision of Band 2 administration staff within the team, if required, as directed by Line Manager.
Deal with staff and service user requests that may be part of a cash office function as and when required, and in accordance with Trust procedures.
Inputting and updating service user information and service user/team activity on computerised information systems, creating service user notes where necessary and according to policy.
Maintain filing in both paper and electronic records, ensuring that it is always kept up to date. In accordance with Trust procedures, track and receive notes in a timely manner.
Ensure good customer service by providing a professional and effective telephone service, taking accurate messages, and providing information and signposting as requested and appropriate.
Undertake training of new staff as directed by Line Manager and/or other managers.

Person specification

Education/Qualifications

Essential criteria

Educated to GCE/GCSE standard
RSA stage II/NVQ Level 2 in Administration or equivalent
Good command of written English

Experience

Essential criteria

Experience of working in a busy and demanding office/customer facing environment
Experience of planning and organising own workload and of staff within own span of control
Experience of supporting a multi-disciplinary team

Desirable criteria

Previous experience of working in an NHS office environment
Previous experience of working in a call handling environment

Skills & Abilities

Essential criteria

Excellent customer care skills
Excellent standard of typing/audio skills using word processor (50wpm)
Good IT skills (MS Office)
Ability to work on own initiative
Ability to deal with typing letters which may contain distressing information
Ability to work as part of a team

Desirable criteria

Knowledge of medical terminology
Knowledge of Data Protection Act

Knowledge & Understanding

Essential criteria

Understanding of confidentiality and the importance of maintaining confidentiality for patients

Other

Essential criteria

Ability to travel to other Trust sites

Here at Cambridgeshire and Peterborough NHS Foundation Trust (CPFT) we are dedicated to providing high quality care with compassion. We deliver many of the NHS services that are provided outside of hospital and in the community such as physical, mental health and specialist services.

We are a health and social care organisation, offering a wide range of services, including:

Integrated physical and mental health services for adults and older people;
Specialist mental health and learning disability services;
Children and young people’s mental health services;
Children’s community services in Peterborough;
Social care;
Ground-breaking research

We strongly encourage applications from all sections of the community, particularly from under-represented groups including disabled people and members of our ethnic minorities and LGBTQ+ communities. For further information about our positive equality, diversity and Inclusion work, please visit https://www.cpft.nhs.uk/equalityanddiversity.

CPFT is looking to build upon its pool of temporary workers with Temporary Staffing Services (TSS). You will be asked at interview if you would be willing to register with TSS. This is an excellent opportunity for those looking to take on additional hours that are flexible around your personal circumstances.

Please be advised that in line with the WHO Health Workforce Support and Safeguards List, 2020 Cambridgeshire and Peterborough NHS Foundation Trust currently are unable to accept applications from overseas candidates whose country of residence is classed as a ‘Red List’ country.

Applicants who require entry into the UK will be required to provide a valid police certificate from the relevant authority from each country (except the UK) where the applicant has been present for 12 months or more, 10 years before the date of visa application, while aged 18 or over.

If you are successful at interview you will be subject to pre-employment checks, including a DBS (if appropriate), references and Occupational Health. To ensure a smooth process please bring all identity documents to your interview. A list of required identity documents will be attached to your interview invitation.

All communications will be sent to you via TRAC Systems. By applying for this post you are agreeing to CPFT transferring the information contained in this application to TRAC. If you are made an offer, information will also be transferred into the national NHS Electronic Staff Records system.