Administrator in London

Become part of our team. We care for you as much as you care for others. There's a place for you at CNWL. We're passionate about delivering first‐class patient‐centred, safe and effective care, whether it is in a hospital setting, in a community clinic or in the patient's own home. Patients are at the heart of everything we do.

Providing top quality care depends on our ability to employ the best people. We're always looking to recruit outstanding people who will go the extra mile to support our patients, colleagues, teams and the Trust. With every new employee we're hoping to find our future leaders and we'll support our staff by providing opportunities to develop your career.

Main area: Ealing Children Services/Ealing Community Partners

Grade: NHS AfC: Band 3

Contract: Permanent

Hours: Full time - 37.5 hours per week

Salary: £30,630 - £32,346 per annum incl. HCAS

Closing date: 26/06/2026 23:59

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.

The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working in our healthcare settings. CNWL NHS Foundation Trust are committed to safeguarding all children and vulnerable adults and expect all staff and volunteers to share this commitment.

Job overview: To provide high quality administrative support to Ealing Specialist Children services working with Ealing Community Partners (ECP), managing all referrals and calls through a single point of access (SPA) related work in a call centre environment.

Main duties of the job:

• Administrators will check patient eligibility, register referrals in service specific SystmOne units and where appropriate, will arrange clinical triage and/or book appointments via telephone.
• Call handling via the single point of access (SPA) is a major part of the role as this is the main telephone service for patients arranging an appointment or enquiring about their child's care.
• Administrators are responsible for sending correspondence to patients, GPs and other health professionals which will include clinic/appointment letters, and confirmation and reminder SMSs.

Working for our organisation: We are offering the opportunity to work in a supportive and friendly environment where supervision, performance review and appraisals form part of our ongoing development for staff. We provide high quality care to patients and carers who use our services.

Please note: This vacancy does not meet the criteria for Skilled Worker sponsorship, unless you meet the criteria by temporary exemption from current changes to immigration rules put in force on 22/07/2025.

Detailed job description and main responsibilities:

• To deal with telephone enquiries from health professionals, service users and their families, carers and team members, some of whom are anxious or have cultural or language difficulties.
• To process service specific referrals within the timeline agreed to avoid breaches.
• Provide information and advice to service users over the telephone, face to face and/or in writing.
• To deal with telephone enquiries in an informed and sympathetic manner, taking and passing on messages promptly and action where necessary.
• To regularly access generic email systems responding to and actioning queries.
• To provide administrative cover where required across ECP services.
• To be able to meet deadlines and manage time effectively.
• To book interpreters where required to ensure equity of access for patients.
• To format and send out clinic letters and reports as appropriate including imaging and tests results.
• To cover front of house (reception) which may include opening and closing of the reception area.
• To undertake any other task as required commensurate with the grading of this post.

Person specification:

• Qualifications and Education: GCSE or equivalent in English and Maths.
• Experience: Significant experience of working in an administrative capacity, knowledge of the database System 1, understanding of Data Protection and Confidentiality, understanding of Equal Opportunities and Diversity, experience of working in an NHS setting.
• Skills and Abilities: Demonstrable knowledge of MS Word, Outlook and Excel, the ability to deal with difficult/emotional callers, accurate data entry and typing skills, demonstrable knowledge of Microsoft PowerPoint, excellent written and verbal communication skills, ability to work unsupervised, ability to prioritise own workload, ability to work within a team, demonstrable knowledge of E‐Procurement system, demonstrable knowledge of System 1 database.
• Personal Qualities: Capacity to manage a demanding workload, self-motivator, corporate loyalty and behaviour, good inter‐personal skills, good team-player.

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.