Administrator​/Call Handler

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.

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

• 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

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

• 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

• Knowledge of medical terminology
• Knowledge of Data Protection Act

• Understanding of confidentiality and the importance of maintaining confidentiality for patients

• Ability to travel independently and in a timely manner across Cambridgeshire and Peterborough to meet strict deadlines.

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 visi