Mental Health Helpline Administrator

This Band 3 administrator post supports the Urgent Mental Health Helpline, the NHS 111 Option 2 service for people in urgent mental health crisis, run by Kent and Medway Mental Health NHS Trust. The work centres on keeping the helpline running day to day, including diary management, organising meetings and events, handling contact with callers and stakeholders, and reporting on activity.

The team base is under consultation, with a proposed move to West Kent via an interim East Kent location. Two years' administration experience and strong customer service skills are essential.

• Manage own workload with limited supervision, prioritising tasks and meeting agreed timescales
• Handle telephone and face-to-face contact, welcoming visitors and checking contact details
• Scrutinise email inboxes, judge urgency and importance, and take appropriate action
• Liaise with internal and external stakeholders on behalf of the line manager or team
• Apply trust standards to calls and messages, redirecting callers promptly
• Manage diary and co-ordinate appointments and meetings of all sizes
• Manage the team's daily set-up to staffing levels and compile staff rotas
• Maintain efficient working systems and documentation for follow-up reviews
• Carry out basic patient administration on RiO, entering and amending non-clinical information
• Prepare standard and non-standard activity reports and basic statistics, cross-checking data across systems
• Produce letters, spreadsheets, slides and leaflets to trust branding, and draft and collate feedback questionnaires
• Order stationery and supplies and manage stationery stores

• GCSE English and Maths at grade 9 to 4
• NVQ Level 2, RSA 2 or equivalent

• Two years' administration experience
• Experience in high quality customer service

• Prioritising and organising workloads
• Keyboard skills and knowledge of Microsoft Office packages

• Experience in clinical or document typing
• Experience with in NHS or mental health
• Experience using RiO
• Knowledge of general office procedures