Call Handler/Administrator in Doncaster

Our Children's Care Group has an exciting opportunity for an enthusiastic and motivated individual to join our friendly team as a Call Handler / Administration Assistant. The team is responsible for the provision of an efficient and comprehensive administrative service for the Children's Care Group.

The successful candidate will have the ability to deal with people at all levels in a polite and professional manner and should possess excellent verbal and written communication skills. It is important you can work effectively in a fast paced office environment, handling large volumes of tasks, some of which may be challenging to deal with. You will need to be flexible and adaptable to the varying demands and changing circumstances and priorities of the services. You must have a proven ability to work independently using your own initiative, as well as part of a team.

The essential requirements for this post are a good standard of education, Grade C or above in English and Maths GCSE or equivalent, or RSA Stage II typing/word processing or equivalent qualifications, or an equivalent level of experience. Experience of using Microsoft Office applications would be advantageous, and experience of office procedures - e.g., filing, photocopying, message taking, typing - is essential.

Main duties of the job:

• Provide a confidential, quality administrative service to an identified pathway within the Children's Care Group as part of the Single Point of Contact Model.
• Communicate effectively, accurately and professionally, applying discretion and empathy where necessary, with written, telephone and face to face contact with patients, visitors, other Trust staff and external agencies.
• Create and maintain up to date computerised patient records and recall systems on SystmOne.
• Update new referrals onto SystmOne. Maintain current referrals and end where advised to do so.
• Provide an efficient and timely photocopying and scanning service to the team.
• Maintain, scan and file paper records and information as appropriate, in line with records management principles.
• Assist in the production of high quality documentation, using Microsoft Word and SystmOne, including confidential letters, non accidental injury reports, case conference reports, housing reports, etc.
• Liaise between clients, professional staff and other multi agency partners such as local authorities, children's centres, schools, GPs and other partner agencies.
• Deal with telephone enquiries in a courteous and efficient manner, recording messages as per agreed systems and escalating as per protocols.
• Book appointments, assessments and groups/clinics in line with contracted requirements and maintain appointment ledgers and recall systems on SystmOne.

We reserve the right to close the vacancy early if there is a high number of applications.

Person Specification:

• Qualifications: GCSE Maths and English at Grade C/4 or above (or equivalent).
• Demonstrable literacy and numeracy skills to functional skills level 1 or equivalent.
• NVQ Level 2 in a related subject or equivalent.

Experience:

• Experience of handling large volumes of telephone calls.
• IT skills in Microsoft Office packages or equivalent experience.
• Previous NHS experience or experience within a large public sector organisation.
• Experience of working in a call centre or customer service environment.
• Experience of using SystmOne.

Knowledge:

• Understanding of confidentiality and data protection.
• Knowledge of SystmOne or similar systems.

Skills:

• Ability to communicate effectively both verbally and in writing.
• Aware of the requirement for discretion and confidentiality.
• Ability to relay correct messages verbally and in writing.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A submission for Disclosure will be made to the Disclosure and Barring Service to check for any previous criminal convictions.