Job summary
- Main area
- Just One Number Adminstrative Call Handler
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time
- Part time
- Flexible working
- Job ref
- 448-NCYP-7430063
- Employer
- Cambridgeshire Community Services NHS Trust
- Employer type
- NHS
- Site
- Unit 3, Cringleford Business Centre
- Town
- Norfolk
- Salary
- £24,937 - £26,598 per annum, pro-rata
- Salary period
- Yearly
- Closing
- 07/10/2025 23:59
- Interview date
- 22/10/2025
Employer heading
Just One Number Administrative Call Handler
Band 3
Driven by our Trust values: Honesty, Empathy, Ambition, Respect; the Trust's vision is to provide high quality care to the diverse communities we serve to make their lives better.
We are passionate about creating an inclusive workplace that promotes and values diversity. Our cultural diversity, long term conditions and disabilities, and LGBTQIA+ staff networks are a key part of this commitment, creating positive change and helping build an inclusive culture across the Trust.
Different ideas, experiences and backgrounds make us stronger and more creative and applications from all walks of life are welcomed - our processes ensure that all applicants are treated fairly at every stage of the recruitment process.
Options for flexible working are considered for all roles within CCS, including job share opportunities, compressed hours, annualised hours, tailored working patterns and more. If you are interested in flexible working, please talk to the recruiting manager for this vacancy.
Please note, the selection processes at Cambridgeshire Community Services are in place to ensure we recruit candidates with the right values and skills. Please be advised that the use of AI in applications are monitored, we remain watchful of candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills.
Job overview
Norfolk and Waveney Children & Young People's Health Services has a fantastic opportunity for Administrative Call Handlers to join our expanding Just One Number team based in Cringleford.
As the first point of contact, you’ll help to ensure children, young people and families speak to the right person, in the right place at the right time. Alongside this, signposting to our partner agencies and directing to our bespoke website Just One Norfolk.
This role is Monday to Friday 09:00-17:00.
Should we receive a high number of applications we reserve the right to close this vacancy at any point after 25th September.
Main duties of the job
Would you like to work in a role where you make a difference?
Are you compassionate, a strong communicator and happy working in a team? We are looking for individuals that share our values to be the first point of call for families and professionals contacting our service. You will need standard computer skills, initiative, a excellent telephone manner and a flexible approach.
In return, we offer the opportunity to develop your skills with access to in-service training programmes and ongoing personal development.
Just One Number prides itself on our supportive, skill mixed team. You will receive regular 1-1s, shared team learning and annual appraisals and take an active role within your own personal development. You will partake in regular whole team meetings where we value the voices of staff as paramount in the innovation of our service.
We offer a competitive annual leave package of 28 days leave pro-rata. Both salary and leave increase with years of service as per Agenda for Change scheme.
Working for our organisation
Rated ‘Outstanding’ by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.
There’s one reason why our services are outstanding – and that’s our amazing staff - who, for the seventh year running, rated us incredibly highly in the national staff survey.
If you share our passion for innovative and high-quality care delivery, then please submit your application and join us on our exciting journey as a leading-edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.
Detailed job description and main responsibilities
1. Receiving and managing calls to the service from both service users and professionals using a telecommunication system. This includes changing of appointments and transferring calls to the clinical team. Listening to and answering voicemails and responding to these timely. Occasionally required to deal with difficult situations/circumstances via the telephone and video call.
2. Respond to emails, referrals and other contacts from service users and professionals and handling these as required, in order to coordinate care according to agreed protocols and pathways. Communications received can be for our Healthy Child Programme, Speech and Language Therapy or Mental Health. Offering Signposting and guidance to Digital platforms and partner agencies where applicable.
3. When handling contacts and referrals recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed standard operating procedures.
4. Recording details of all contacts with service users and other professionals using SystmOne (S1) and other digital platforms as appropriate.
5. Ensuring that follow up actions from calls, emails, correspondence, referrals and other contacts are progressed efficiently and effectively.
6. Completing administration tasks on clinical systems such as S1, including for instance scanning onto patient records, registering antenatal notifications, checking tasks, updating service user information, oversight and action requests of digital/virtual consultation platforms, running routine reports and registering service users who are accessing the service.
7. Completing the administration for service users who have transferred into or out of the county.
8. Booking and rearranging contacts for Norfolk and Waveney CYP team as required, e.g. new birth visit, 6-8 week check and speech and language appointments etc.
9. In addition, the Just One Number Administrative call handler will undertake administrative tasks as part of a team in some of the following areas:
A. Actioning blood spot requests, virtual clinic drop ins, SystmOne support, spreadsheet maintenance and document archives in line with agreed standard operating procedures - including:
Inputting data
Preparing and sending letters
Performing quality control by checking data and correspondence
Booking appointments and responding to emails
Accessing a digital platform
Attending meetings with colleagues
Using basic functions in Microsoft Excel
Minute taking
B. Supporting administrative elements related to safeguarding in line with agreed standard operating procedures.
10. Within this role you may be required to support wider service delivery for Norfolk and Waveney with administrative tasks.
Person specification
Qualifications and Training
Essential criteria
- GCSE English and Maths Grade C and above or equivalent qualification
Desirable criteria
- NVQ 3 or equivalent experience
Experience
Essential criteria
- Able to demonstrate good customer service experience.
- Experience within an administrative role
- Knowledge of Microsoft Office programmes such as Word, Outlook and Excel
Desirable criteria
- Experience of working in an NHS environment
- Experience of working with members of the public
- Experience of call handling
- Demonstrate an understanding of the roles and responsibilities around safeguarding.
Knowledge and Skills
Essential criteria
- Demonstration of excellent communication and interpersonal skills
- Be able to demonstrate excellent emotional awareness in highly stressful situations and be able to demonstrate resilience.
- Effectively prioritise and co-ordinates own work and the work of others
- Work flexibly as part of a team and be able to demonstrate good team working.
- Excellent time management skills
- Ability to use initiative without close supervision
- Awareness of different communication styles and ability to be adaptable to communicating in different ways, including telephone, video call or face to face.
Desirable criteria
- Confident SystmOne user
- Confident user of virtual clinics
- Wider use of clinical systems
- Minute Taking
Employer certification / accreditation badges
Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Eden Gerard
- Job title
- Deputy Admin Co-ordinator
- Email address
- [email protected]
- Telephone number
- 07783 885611
- Additional information
Please make contact if you'd like more information or to visit prior to interviews.
Kerry Crehan
Just One Number Deputy Admin Coordinator
Norfolk Children and Young People's Health Services
Email - [email protected] / 0300 300 0123
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