Administration services officer | Medway Community Healthcare CIC in Gillingham

Are you a natural people person? Do you have an eye for detail? Do you have excellent communication skills? If you answered yes, we’ve got the perfect role for you! At Medway Community Healthcare, we understand the vital role played by our administration team at Darland House Nursing Home. The home consists of 40 beds for residents living with Dementia and complex health needs.

We are looking for confident individuals with good communication and customer service skills, who can provide a professional first point of contact for our busy nursing and care team at Darland House. This role involves working front of house, supporting the day-to-day tasks required of the administration team. This role is responsible for providing a high level of customer service and administrative support to residents, relatives, visitors, and clinical services in a fast-paced environment.

Post holders will be required to liaise with families, service representatives, healthcare professionals, and other colleagues on a frequent basis dealing with a wide range of general enquiries, including complaints, via the telephone and a variety of standard administrative tasks.

This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused – you’ll even have the opportunity to become an MCH shareholder. We encourage staff to get involved in exploring new ways of working and service development. We’ll provide well-established, in-service training, one-to-one supervision, and appraisals with regular support. You’ll be able to develop your skills in a friendly and supportive team.

Would you like to work flexibly? In the NHS, we are reminded every day of how important work-life balance is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.

The small print: Informal visits can be arranged on request. We will offer you the choice of two pension schemes; the NHS Pension scheme and the Scottish Widows group pension scheme. MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family, and their patients. MCH is considering merging with Kent Community Health Foundation Trust (KCHFT). If the merger goes ahead, the proposed transfer date is 30 September 2026 and this role will be subject to TUPE transfer to KCHFT.

• Communication and relationship skills: Deal effectively with internal and external enquiries demonstrating excellent communication and customer care. Provide and receive routine information either verbally or written, requiring tact or persuasive skills in order to overcome barriers to understanding. Deal with potentially complex, sensitive or confidential enquiries from patients, staff, and the public.
• Knowledge, training and experience: GCSE / O Levels or some experience of office procedures / customer care. NVQ 2 in Business Administration / Customer Care or equivalent. RSA 2 or equivalent. ECDL or equivalent knowledge of IT applications.
• Analytical and judgement skills: Make judgements involving facts / situations sometimes requiring analysis of information. Prioritise workload and make appropriate level decisions such as when to escalate and ensure this is done in a timely manner.
• Planning and organisational skills: Organise and prioritise own day-to-day work, tasks or activities. Schedule meetings. Work flexibly to maintain cover within the service / organisation.
• Physical skills: Keyboard skills for regular use of computer systems. Use of various office equipment e.g. transcription equipment, mobile devices.
• Responsibility for patient / client care: Provide non-clinical advice and information to patients, carers, relatives or staff either face-to-face, over the telephone or by other means. Consistently treat others with courtesy and respect.
• Responsibility for policy and service development implementation: Responsible for ensuring that organisational policies and procedures (including amendments and updates) are adhered to and implemented in own area of work.
• Responsibilities for financial and physical resources: Manage stock / office stationery. Might be required to handle petty cash and patient valuables.
• Responsibilities for human resources (HR): Act as a buddy demonstrating own area of work to new or less experienced employees such as apprentices or volunteers.
• Responsibilities for information resources: Accurately enter data / process information utilising appropriate IT systems. Transcribing / copy typing information provided by others.
• Responsibilities for research and development (R&D): Will be required to undertake surveys and audits when requested in own area of work.
• Freedom to act: Plan and organise own workload without direct supervision, reporting regularly to the line manager on key tasks and guided by defined policies and procedures.
• Physical effort: Standing / walking for substantial periods. Making repetitive movements. Inputting at a keyboard.
• Mental effort: Check documents. Carry out calculations. Attend meetings.
• Emotional effort: Providing a service for distressed/angry patients/clients. Dealing with difficult situations/ circumstances.
• Working conditions: Use of VDU continuously. Unpleasant smells/odours.

This advert closes on Monday 13 Apr 2026.