Job summary
- Main area
- SPA Call Handler / Administrator
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Part time
- Job share
- Flexible working
- Job ref
- 395-EB611-24
- Employer
- NELFT NHS Foundation Trust
- Employer type
- NHS
- Site
- Phoenix House
- Town
- Basildon
- Salary
- £22,816 - £24,336 p.a. (plus 5% HCAS) pro rata
- Salary period
- Yearly
- Closing
- 09/07/2024 23:59
Employer heading
SPA Call Handler / Administrator
Band 3
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
The post holder will achieve this by providing effective customer service and administrative support to the team. This will involve dealing with general queries from colleagues/members of the public, either face to face, over the phone and overseeing administrative systems and processes.
The post holder will provide general co-ordination of the service/department to ensure the smooth running of the service. This includes maintaining confidentiality, supporting colleagues, and seeking resolution to customer enquiries.
The post holder will be required to work their hours within an extended hour’s contract 7am –7pm seven days a week on a rota basis to ensure service delivery. Bank Holiday working is required.
The post holder will consistently deliver a “client-focused” service which promotes good customer service and effective working relationships.
Main duties of the job
1. Maintaining efficient systems for client records
2. To ensure a safe working environment as indicated by your manager.
3. Cover other teams/services, where necessary, which may require working on other sites.
4. The SPA Call Handler Administrator must possess highly developed communication skills to include written and verbal.
5. The SPA Call Handler Administrator records accurate relevant information from referral either written or electronic onto the System One database. To check for accuracy and required mandatory information on the referral form. To identify any gaps and actively seek further information prior to processing the referral to ensure that all clients receive the appropriate care within each designated service in a timely manner.
6. The SPA Call Handler Administrator evaluates and processes the referral and allocates the referral to the most appropriate service on system one dependent on the information received working within departmental procedures and following the system one process maps.
7. The SPA Call Handler Administrator cancels and rebooks appointments on system one and logs client’s comments if required.
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 –Fringe
This post also attracts payment for High Cost Area Supplement of 5% of the basic salary (minimum payment of £1,192 and a maximum payment of £2,011 per annum pro rata).
Detailed job description and main responsibilities
Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.
We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role, can be discussed at the interview stage.
Certificates of Sponsorship
Although we are a registered sponsor organisation, we are unable to offer sponsorship for all job roles. Please check your eligibility under the UKVI points based system
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.
Person specification
Non essential
Essential criteria
- Previous NHS experience
Previous Customer service experience
Essential criteria
- Previous customer service experience
Previous Admin experience
Essential criteria
- Previous Admin experience
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Tracey Smith
- Job title
- Spa Team Lead
- Email address
- [email protected]
- Telephone number
- 0300 300 1712
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