Job summary
- Main area
- Administration
- Grade
- NHS AfC: Band 2
- Contract
- Secondment: 12 months (12 month fixed term)
- Hours
- Part time - 20 hours per week (09:00–19:30, working 2 days per week on a rolling 4‑week rota)
- Job ref
- 412-COMM-8123646
- Employer
- Mid Cheshire Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Mid Cheshire Hospital
- Town
- Crewe
- Salary
- £25,272 pro rata
- Salary period
- Yearly
- Closing
- 20/08/2026 23:59
Employer heading
Customer Care Assistant
NHS AfC: Band 2
Want to work somewhere you can really make a difference? Somewhere you’re encouraged to have ideas and empowered to create positive change?
Central Cheshire Integrated Care Partnership (CCICP) deliver NHS Community Services across Cheshire. With a wide range of clinical disciplines, we are a dynamic, future-facing organisation passionate about delivering the highest quality healthcare whilst collaborating with our community partners.
We foster a culture of continuous improvement, built on compassion.
Find out more about CCICP: Community Services (CCICP): Mid Cheshire Hospitals NHS Foundation Trust
Here more from our people on the ‘Community Conversations’ podcast: Community Conversations Podcast | Podcast on Spotify
Don’t just take our word for it…
Our Annual Staff Survey results say
· Over 83% of staff would recommend CCICP as a place to work
· 90% of staff say the people they work with show appreciation to each other
· 88% staff say that patient care/service users are the organisations top priority
· Over 70% of staff believe there are opportunities for them to develop their career
· If a friend or relative needed treatment 81% of staff are happy with the standard of care provided
We are recognised nationally
· With over 24 Queen’s Nurses (and growing) we have one of the highest percentages proportionate to the size of our team
· Nursing Times Award winners in 2023 and finalists in 2024 for a Bladder and Bowl project. Our specialist Stoma service is currently shortlisted for a Nursing Times and British Journal of Nursing awards.
· Two Specialist clinicians have recently had their work recognised by Wounds UK
· Leighton Hospital Urgent Treatment Centre, run by CCICP, was reviewed by Care Quality Commission and awarded the highest score in the North West
Job overview
The post holder will provide administration support to the Urgent Treatment Centre incorporating the single point of access and referral service, along with the final hour of the shift supporting the GP Out of Hours service within CCICP.
The customer care assistant will be expected to act as first point of telephone contact for all healthcare professionals and accept GP practice referrals. They will be responsible for organising their workload and co-ordinate their activities in conjunction with, and supervised by both the nursing team and Support Manager.
The post holder will be capable of full clerical function within the team and be able to step-in to fill gaps, to ensure continuity of services. It is essential that the post holder is able to exercise initiative suitable to the role, and is fully supportive to other colleagues in the Urgent Care Centre and Out of Hours Team.
Hours are 09:00–19:30, working 2 days per week on a rolling 4‑week rota.
Main duties of the job
To provide an administration service to the single point of access and referral service, acting as first point of telephone contact for healthcare
professionals. Enter demographics accurately and timely onto Adastra, DCS and other trust systems whilst observing confidentiality and data
protection principles.
Be be responsible for monitoring and escalating the National 4 hour target for patients who have presented through the
Emergency Department.
To take calls and demographics for GP Out of Hours service between 18.30-19.30.
Working for our organisation
Mid Cheshire Hospitals NHS Foundation Trust provides a full range of hospital and community services for people across East Cheshire (population 399K) and West Cheshire and Chester (population 357K). The Trust provides high quality planned and emergency care, cardiac, critical care, child health, maternity services and intermediate care at Leighton Hospital in Crewe, Victoria Infirmary in Northwich, and Elmhurst Intermediate Care Centre in Winsford.
The Trust provides over 500 beds and employs over 5,100 members of staff. A comprehensive range of community services is provided across 26 medical centres and schools through our Central Cheshire Integrated Care Partnership.
We have played, and continue to play, a proactive role in the development of Integrated Care plans across Cheshire & Merseyside and our local Cheshire East and Cheshire West Place-based systems. We believe, and it is the cornerstone of our five-year Trust Strategy, there is the opportunity to progress innovative, responsive and effective care in the best setting for the patient, be it in the hospital or out in the community.
At Mid Cheshire, our mission is to inspire hope and provide unparalleled care for the people and communities of Cheshire, helping them to enjoy life to the fullest.
We welcome all applicants and assess all job applications based on knowledge, skills and experience needed for the post.
Detailed job description and main responsibilities
Provide an efficient reception service, welcoming patients, public and visitors as they arrive, receiving telephone calls, and dealing with enquiries promptly, taking action as necessary and directing patients/relatives/carers accordingly. Provide effective administrative support to Community Teams, undertaking the required functions, liaising with other teams/departments, and working flexibly to meet the needs of the service. Maintain systems and process to ensure that patient information/data is recorded accurately in accordance with Trust policies and guidelines. Maintain constructive relationships with others, within and across Community Teams and externally in order to improve the effectiveness and efficiency of services for patients. Monitor and escalate any relevant national standards and targets in a timely manner (e.g. 4-hour target for patients presenting through Emergency Department). Be a flexible and supportive member of the team, providing cross cover for other administration staff when required, (e.g. to cover staff absence or when there is high demand for administrative support). Support the Community Teams in the efficient and effective use of resources, e.g. equipment, supplies and materials. Carry out any additional duties as appropriate and delegated by the Community Coordinator or Senior Manager.
Person specification
Qualifications and Knowledge
Essential criteria
- Competent with IT packages and Excel - ECDL or similar
- Sound Knowledge and awareness of confidentiality and data protection
- Administration and Customer Care / call handling experience
Desirable criteria
- Familiar with DCS and Adastra
Skills
Essential criteria
- Excellent telephone manner
- Excellent communication and interpersonal skills
Desirable criteria
- Awareness of NHS policies and procedures
Behaviours
Essential criteria
- Must value and appreciate the worth of others
- Must be willing to act as a role model
Desirable criteria
- Act with dignity and respect
Employer certification / accreditation badges
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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
- Zara Mountford
- Job title
- Support Manager
- Email address
- [email protected]
- Telephone number
- 01270 273628
If you have problems applying, contact
- Address
-
Leighton Hospital
Middlewich Road
Crewe
Cheshire
CW1 4QJ
- Telephone
- [email protected]
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