Job summary
- Main area
- Admin
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Part time - 15 hours per week (to be discussed - ideally 3 days of 5 hours . Days to be negotiated.)
- Job ref
- 367-ACMS-3887
- Employer
- Hertfordshire Partnership NHS Foundation Trust
- Employer type
- NHS
- Site
- St Albans Adult Community Mental Health Service
- Town
- St Albans
- Salary
- £26,240 - £27,928 per annum, pro rata (5% HCAS Included)
- Salary period
- Yearly
- Closing
- 12/10/2025 23:59
Employer heading

Telephonist / Administrator
NHS AfC: Band 3
Values Based Screener
At Hertfordshire Partnership Foundation Trust we are looking for people to join us who share our values and those of the NHS. Before your application can be considered please take part on our online values questionnaire, which you can find below. When you have finished you will be sent a 'completion code' by email, which will be valid for 6 months and required to submit your application form.
Job overview
The post holder will be responsible for providing a telephonist and administration support service at ACMHS in St Albans . The post holder will be required to work with minimal supervision, using their proven excellent customer service skills to answer and redirect all calls coming to 99 Waverley Road . The post holder will be the first point of call for service users, carers and other external providers contacting the Trust and therefore it will be imperative that the Trusts’ values are an inherent part of all they do.
Main duties of the job
- To answer and redirect all telephone calls coming into Adult Community Mental Health Service efficiently and appropriately.
- To maintain and update a call logging system.
- To input into Paris (computerised service user records)
- To ensure that all messages are relayed timely and efficiently to the correct person.
- To complete admin tasks efficiently
Working for our organisation
Hertfordshire Partnership University NHS Foundation Trust are one of just five mental health trusts to achieve an overall rating of ‘Outstanding’ from the Care Quality Commission.
Our family of over 4,500 members of staff provide health and social care for people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Essex and Norfolk, delivering these services within the community and several inpatient settings. Everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:
Welcoming. Kind. Positive. Respectful. Professional.
Detailed job description and main responsibilities
· The post holder will develop good working relationships with colleagues within Waverley Road , with other staff across the Hertfordshire Partnership University NHS Foundation Trust and outside agencies.
· The post holder will also communicate with service users/carers where the subject of the conversation may require the post holder to deal with sensitive and/or contentious information. To effectively make use of communication skills and to manage constructively any barriers to communication.
· Using judgement and initiative to ensure that calls, messages and/or queries are dealt with efficiently and timely.
· Chasing actions, outputs and outcomes.
· Handling queries from colleagues and others connected with the services.
· Keep data/information systems up to date and stores information correctly and safely.
· To maintain filing systems including archive filing and scanning documents to Paris.
· To undertake other admin duties as required.
Person specification
QUALIFICATIONS/EDUCATION/TRAINING
Essential criteria
- Good level of education/GCSE incl. English Language
- Good IT Skills
- Be proficient in the use of computerised systems especially Word & Excel to a level to enable the production of a high standard of finished work.
Desirable criteria
- Good level of numeracy
PREVIOUS EXPERIENCE
Essential criteria
- The ability to organise and prioritise own workload and to work under pressure and within agreed guidelines.
Desirable criteria
- Experience of working in an office environment
- Experience of working in the nhs and/ or Mental Health setting
COMMUNICATION SKILLS
Essential criteria
- Excellent communication skills when dealing with patients, their relatives/carers and other outside organisations and agencies.
- Ability to deal with distressing calls at times.
ANALYTICAL SKILLS
Essential criteria
- Display the ability to exercise initiative. tact and judgement and be able to make decisions when required to do so.
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Denise Gruenstein
- Job title
- Operational Team Leader
- Email address
- [email protected]
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