Business Support Administrator - Guildford

As a Business Support Administrator, you will be part of our valued team within our Surrey Child and Family Health Services, with access to:

• Starting salary from £23,875 (FTE) with access to our group pension
• Full time and part time roles available
• Free tea, coffee and milk at your base location
• Membership of My Reward Hub, giving you access to discounts on everyday purchases like grocery shopping as well as cashback and voucher offers for treats for you and those special to you
• Access to your wages as you earn them to help cover life’s emergencies and avoid overdraft fees or high interest rates
• Online and face to face help with your mental and physical wellbeing – from healthy recipes and activity challenges through to post trauma support, legal, debt and life management help, as well career coaching and counselling
• Access to eLearning, bespoke career pathways and opportunities for continuing professional development through our ‘Outstanding’ learning and development team, The Learning Enterprise
• An open and just culture where you’re encouraged to have and implement ideas which can help us deliver our purpose: changing lives through transforming health and care – backed up by at least £100,000 of ringfenced innovation funding each year.

The Business Support Administrator will provide an excellent customer experience for patients and professionals contacting the Single Point of Access (SPA) by telephone, by email and by post, as the first point of contact to HCRG Care Group Services. The Business Support Administrator will support the effective filtering and directing of telephone calls and correspondence for Surrey Children’s Community Services and where required, with partner organisations. This post will also support the wider business support function in providing administrative and organisational support across the full range of office and service activities. This is a demanding role requiring high levels of administrative and communication skills and the ability to work proactively as part of a team.

Base: The Single Point of Access function supports our Surrey-wide service, and you will be based at our Office Hub in Guildford working with the Children's Continuous Care Team.

This role will require availability for Monday, Tuesday & Thursday, working 9am - 5pm.

HCRG Care Group is a flexible-first employer, whilst you will have an office base, our teams are agile and work in flexible/hybrid arrangements.

Main Responsibilities

• Screen and triage referrals into the Single Point of Access (SPA) from GPs, service users, carers, and partner organisations.
• Direct referrals to appropriate professionals, manage incorrect referrals, and ensure urgent cases are escalated promptly.
• Follow protocols to ensure accurate, timely allocation of referrals and maintain confidentiality on client systems.
• Provide signposting to HCRG Care Group services and other agencies.
• Handle call-backs to referrers, data cleansing, appointment booking/rescheduling, and issuing correspondence to patients.
• Maintain and update clinical systems, databases, and clinic templates.
• Provide general administrative support, including stock ordering, correspondence handling, information distribution, and minute-taking.
• Support safeguarding processes: manage documentation for police domestic violence notifications, coordinate strategy meetings, and process child protection/Marac correspondence.
• Work flexibly to cover colleagues and ensure service priorities are met.

Ideal Candidate

Essential:

• Good general education to at least GCSE level or equivalent, including Maths and English
• Administrative experience in a busy, customer facing environment
• Excellent customer services skills
• Accurate and efficient keyboard skills
• High levels of computer literacy – to include a good working knowledge of Microsoft Office packages including Outlook, Word, Excel.
• Ability to work as part of a team
• Effective interpersonal and communication skills, both verbal and written
• Good telephone manner
• Polite and helpful customer service skills
• Ability to work with discretion, sensitivity and maintain confidentiality
• Good planning and organisational skills and ability to meet deadlines
• Ability to prioritise and manage workload in a busy environment

Desirable:

• Previous health or social care experience
• Minute taking
• Understanding of medical terminology
• Knowledge of clinical systems or databases

Other requirements: the successful applicant will need to be a car driver.