Job summary
- Main area
- Admin and Clerical
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (8am-4pm, 9am-5pm and 12pm-8pm)
- Job ref
- 333-J-KC-0900-A
- Employer
- Central and North West London NHS Foundation Trust
- Employer type
- NHS
- Site
- St Charles Hospital and 15 Gertrude Street
- Town
- London
- Salary
- £30,546 - £32,207 p.a inc HCAS (pro rata if P/T)
- Salary period
- Yearly
- Closing
- 20/10/2025 23:59
Employer heading
Team Administrator
NHS AfC: Band 3
CNWL (Central and North West London NHS Foundation Trust) has almost 8,000 staff providing integrated healthcare to a third of London's population, Milton Keynes and areas beyond. We involve service users, carers, the public, staff and partner organisations in the way that we are run.
Our catchment area spans diverse communities, with over 100 first languages spoken. It contains areas of great affluence as well as areas of much deprivation. We are committed to providing services that meet the needs of the people who use them, and we actively encourage involvement from local people who can help make a difference. We’re proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME and people with disabilities to promote good relations and understanding between our staff.
We are recognised locally, nationally and internationally for providing high quality, innovative healthcare. We aim to employ only the best people, and our experts are frequently called upon to contribute to national health strategy and policy, and many models of our care have been adapted for use in other countries.
We offer a generous relocation package (subject to eligibility assessment) and flexible working options, including bank assignments for most roles. For more information on these and other benefits of working for us, see our Benefits, Reward and Wellbeing page
Become part of our team. We care for you as much as you care for others.
CNWL NHS Foundation Trust are committed to safeguarding all children and vulnerable adults and expect all staff and volunteers to share this commitment. We follow safe recruitment practices to protect children and vulnerable adults.
Job overview
The post holder will join the large and busy CLW admin team. The CLW admin team is the first point of contact for CLW service users and visitors, and provides administrative support to enable the smooth functioning of the service.
The post holder will be responsible for providing a welcoming environment for service users in person or by phone/ email; helping the smooth running of the service by registering referrals, booking appointments, managing cancellations and dealing with enquiries from staff, referrers, service users and their carers; and any other duties required to support the service.
The post holder will be responsible for maintaining high standards of care and professionalism and providing services in accordance with the Trusts declared values and behaviours. Other qualities include being punctual, reliable, smart appearance and hard working with a professional demeanour.
Main duties of the job
1. To answer the telephone in a friendly and efficient manner and manage enquiries appropriately.
2. Communicate effectively by competent use of email, telephone, written and face-toface communication
3. To manage the team email account when required, including responding to enquiries by email, ensuring incoming emails are passed to the appropriate recipient in a timely manner, alerting managers to any urgent issues and maintaining a tidy and organised inbox.
4. The post holder will be required to use IAPTUS and Systmone for data entry case note tracking, patient enquiries, and patient appointments for the services.
5. The post holder may be required to work in other areas of the department at short notice to cover unplanned sickness or annual leave on other departments.
6. The post holder will exercise judgement and tact when dealing with queries from staff, patients, carers and external contacts and when dealing with enquiries in relation to making appointments with the patient.
7. Contribute to a culture of open and honest communication.
8. Undertake house-keeping duties, including tidying your work area and other administrative and clinical areas.
9. There will be a requirement to handle mail (incoming and outgoing) and direct to the relevant department.
10. The post-holder will be required to prioritise their own workload.
Working for our organisation
Central and North West London NHS Foundation Trust is committed to involve staff at all levels in the development of the organisation.
Managers should ensure that staff are encouraged and involved in organisational and service developments including business planning and they are able to influence discussions, which affect them and their working conditions.
All managers should engender a culture of openness and inclusion so that staff feel free to contribute and voice concerns. They should develop and implement communication systems that ensure staff are well informed and have an opportunity to feedback their views.
Detailed job description and main responsibilities
1.To answer the telephone in a friendly and efficient manner and manage enquiries appropriately.
2. Communicate effectively by competent use of email, telephone, written and face-toface communication
3. To manage the team email account when required, including responding to enquiries by email, ensuring incoming emails are passed to the appropriate recipient in a timely manner, alerting managers to any urgent issues and maintaining a tidy and organised inbox.
4. The post holder will be required to use IAPTUS and Systmone for data entry case note tracking, patient enquiries, and patient appointments for the services.
5. The post holder may be required to work in other areas of the department at short notice to cover unplanned sickness or annual leave on other departments.
6. The post holder will exercise judgement and tact when dealing with queries from staff, patients, carers and external contacts and when dealing with enquiries in relation to making appointments with the patient.
7. Contribute to a culture of open and honest communication.
8. Undertake house-keeping duties, including tidying your work area and other administrative and clinical areas.
9. There will be a requirement to handle mail (incoming and outgoing) and direct to the relevant department.
10. The post-holder will be required to prioritise their own workload.
11. The post holder will follow departmental standard operating procedures.
12. Adhere to all Trust policies and procedures.
13. The post holder will ensure the appropriate use of the Trust’s resources such as stationary, telephone usage, photocopying and other consumables in the course of business, ensuring minimal waste and minimal cost.
14. Book appointments and manage cancellations or amendments in a timely manner.
15. Organise interpreters and notify users as and when required.
16. Responsible for covering reception duties, across all CLW bases as and when required.
17. To participate in on the job learning, this includes shadowing experienced staff, reading up on service and CNWL policies, asking for guidance, and asking questions to clarify points of limited, knowledge, experience and understanding.
18. To attend regular supervision meetings.
19. To participate in a yearly appraisal and action any identified goals and personal development plan arising from the appraisal.
20. To support the service to maintain 8am-8pm opening hours by working shifts including 8am-4pm; 9am-5pm and 12pm-8pm as required.
21. To ensure all mandatory training is completed and kept up to date, staff may be requested to attend nominated fire officer and first aid training if required by the service.
Person specification
Qualifications
Essential criteria
- NVQ Admin Level 3 in Administration or Equivalent
- European Computer Driving Licence (ECDL) or equivalent
- Good literacy and numeracy, general education
Experience
Essential criteria
- Secretarial and administrative experience in an office environment
- Experience of working with the general public in a customer or client-facing role
- Experience of inputting to databases, spreadsheets and/or other IT Systems and business applications used in the office environment
- Experience of taking, producing and distributing notes as directed
Desirable criteria
- Experience of working with patients and carers in a public sector environment
- Experience of working in a health care environment
- Knowledge of stock ordering procedures
Skills & Knowledge
Essential criteria
- Understanding of the need for confidentiality
- Ability to create and structure office systems e.g. filing, stationery and equipment ordering
- Accurate copy typing
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Vijaylakshmi Kashap
- Job title
- Admin Lead
- Email address
- [email protected]
- Telephone number
- 020 3317 4200
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