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Administrator/Call Handler

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Cambridgeshire and Peterborough NHS Foundation Trust (CPFT)

1mo ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    People, HR & Administration
  • Peterborough

AI generated summary

  • You should be motivated, calm, and patient with strong telephone skills. Experience in data entry and customer service is essential, along with the ability to manage difficult calls professionally.
  • You will manage calls, process correspondence, record information, support colleagues, handle inquiries, maintain records, and provide training as needed.

Requirements

  • Previous applicants need not apply
  • The successful candidate will need to be enthusiastic and motivated to work as a Call Handler with our Front of House Team.
  • The successful candidate will need to be calm and patient, with an excellent telephone manner and skills to deal with sometimes complex and difficult issues over the phone.
  • 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.

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.

FAQs

What is the job title for this position?

The job title for this position is Administrator/Call Handler.

Are previous applicants allowed to apply for this position?

No, previous applicants need not apply.

Where is the location of the job?

The job is based at the Huntingdon Admin Hub, Kingfisher House, Kingfisher Way, Huntingdon, PE29 6FH.

What are the working hours for this role?

The working hours cover evenings and weekends.

What qualities are required for a successful candidate?

The successful candidate will need to be enthusiastic, motivated, calm, patient, and possess an excellent telephone manner.

What type of environment will the call handler be working in?

The call handler will be working within a neighbourhood team at the Cambridgeshire & Peterborough NHS Foundation Trust.

What is the primary function of the Call Handler?

The primary function of the Call Handler is to provide a comprehensive administrative service, answer all telephone calls within the defined timeframe, and manage calls in a controlled and professional manner.

What should the Call Handler do if faced with difficult callers?

The Call Handler should deal with difficult callers in a calm and professional manner.

What is expected in terms of data management?

All data taken/shared during phone calls must be handled in accordance with the Trust Information Governance and Information Security policies.

Will the Call Handler be supervising other staff?

Yes, the Call Handler may provide operational support to colleagues and supervise Band 2 administration staff as directed by the Line Manager.

Is training provided for new staff?

Yes, the Call Handler will undertake training of new staff as directed by the Line Manager or other managers.

Are applications encouraged from under-represented groups?

Yes, the organization encourages applications from all sectors of the community, particularly from under-represented groups including disabled people and members of ethnic minorities and LGBTQ+ communities.

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Cambridgeshire and Peterborough NHS Foundation Trust (CPFT)

Science & Healthcare
Industry
1001-5000
Employees

Mission & Purpose

Cambridgeshire and Peterborough NHS Foundation Trust (CPFT) provides mental health, community, and social care services across Cambridgeshire and Peterborough. The Trust is dedicated to delivering high-quality, patient-centered care, supporting individuals and families through a wide range of health and well-being services. Their ultimate mission is to improve the lives of those they serve by offering compassionate care and promoting recovery and independence. CPFT is committed to innovation, partnership, and continuous improvement in healthcare delivery.

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