Beds & Luton Children’s Health Hub Team Administrator in Kempston

Are you looking for a new challenge? Do you have excellent telephony and communication skills to deal with sometimes complex and difficult issues? Are you enthusiastic, care about customer service and motivated to make a difference? Do you have the transferable skills we are looking for and can bring a good work ethic and personality to our team? Yes …. then we need to know more about you and would encourage you to apply.

The Children's Health Hub is a single point of access providing one number and one email address for service users across several children's community services. We also provide administration support for the Speech and Language Therapy Team.

The role of the Beds & Luton Children’s Health Hub Administrator/Call Handler is to act as the first point of contact for communication for the Bedfordshire & Luton Children and Young People’s Community Health Services to support every service user to the right person in the right place at the right time. Our team is based in Luton and Kempston offices and the successful candidate will be based at our office in Woburn Court, Kempston.

As primarily a call handler, be the first point of contact for communication with parents, carers, healthcare and other professionals. Using NHS pathways, assess callers’ requests and queries and either help resolve the call or direct to the most appropriate healthcare professional. Prioritise and process emails received into the service, in a calm and timely manner. Recognise the extent of your own competency and identify when support is required. Ensure that follow up actions from calls, emails, correspondence, and other contacts are progressed efficiently and effectively.

Complete administration tasks on SystmOne, including scanning onto patient records, referral management, checking tasks, updating service user information, rescheduling appointments and registering service users who have transferred in. Record all contact information received into the service accurately using SystmOne following agreed protocols and pathways. Demonstrate the ability to remain focused on service delivery whilst dealing with an unpredictable, diverse and challenging workload. Provide an excellent standard of communication and customer service to all our service users. Demonstrate personal resilience to handle sensitive telephone calls and process sensitive information in a controlled and professional manner.

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.

Main Duties and Responsibilities:

• Receiving and dealing with calls, emails, correspondence and other contacts from service users and professionals and handling these as required, to coordinate care according to agreed protocols and pathways.
• Handle a high volume of calls ensuring high standards are always upheld.
• Booking interpreters as requested by clinicians and following up bookings as required.
• Co-ordinating rotas, room booking and sending SMS.
• Advise Hub Co-Ordinator of any problems and take appropriate action as required.
• Plan and organise straightforward activities relating to role and taking responsibility for daily allocated workload.
• Completing other routine administration tasks as requested such as scanning, photocopying, sending out letters/reports, ordering, etc.

Communication:

• Acting as the first point of contact for service users and professionals and providing and receiving all communications efficiently and effectively, demonstrating a customer service attitude, especially where there may be barriers to understanding or contentious discussions.
• Using tact and diplomacy to deescalate emotive situations.
• Acting in accordance with the Trust’s complaints procedure where required.
• Maintaining positive relationships and communicating with colleagues across the service.
• The post holder will be required to handle sensitive information provided by service users in a confidential manner.
• Be able and confident to identify the need and take action to modify and adapt methods of communication to account for differing needs of callers especially in stressful or difficult situations.
• To control and take charge of calls by acting in a calm, professional manner and treating callers with respect and dignity at all times.

Clinical and Practice Governance:

• Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.
• Any data that is taken/shared as part of a phone call or transported, faxed, or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.
• The post holder must adhere to the Trust risk assessment and risk management processes.
• The post holder must adhere to infection control policies and procedures.
• Undertake mandatory training and any other training relevant to the role as required by East of England Community Health and Care NHS Trust.
• The post holder must participate in clinical and safeguarding audits as required.
• Participate in supervision on a regular basis.
• The post holder is required to participate in relevant emergency preparedness process for their team.

General:

• Safeguarding children and adults at risk of abuse or neglect is a collective responsibility.
• There is an expectation that all staff develop and maintain their role relevant safeguarding people competencies and comply with local safeguarding partnerships practice.
• Safeguarding means protecting a citizen’s health, wellbeing, and human rights; enabling them to live free from harm, abuse and neglect. It is an integral part of providing high-quality health care.
• The post holder must at all times carry out his/her duties with regard to East of England Community Health and Care NHS Trust Equal Opportunities Policy.
• To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors, and staff.
• All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures.
• This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust.

This advert closes on Sunday 16 Aug 2026.