Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.
The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for five consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.
Find out more about NELFT careers and what makes our Trust a great place to work, in this video
Job overview
An exciting opportunity has arisen for an administrator to join our Adult Single Point of Access Team. We are seeking a highly motivated and flexible administrator to work within the SPA team.
The post holder will be required to provide a comprehensive and confidential administrative support to the locality/department to ensure the smooth running of the area.
You would be expected to develop skills where appropriate to meet the developing needs of the team. Additionally, you will need to maintain good working relationships with all members of the team, other teams and departments within the trust and outside bodies
Main duties of the job
Maintain efficient systems for client records
The SPA Call Handler Administrator will be a member of a team working in a pressurised environment, which could involve dealing with difficult conversations from a variety of sources.
The post holder will consistently deliver a “client-focused” service which promotes good customer service and effective working relationship
The post holder will process telephone and email referrals and refer to the appropriate service
Keep up to date with knowledge and skills in line with STEPS system
Working for our organisation
Our Values 2025 - 2030
Working with our colleagues, patients and carers we have co-produced three new values that we aim to embed within our culture here at NELFT.
They are:
1. We are kind.
2. We are respectful.
3. We work together with our communities.
These three values help us to strive to provide the best care by the best people.
Probationary Period
This post will be subject to a probationary period.
Starting with Us
NELFT places great importance on new starters being properly welcomed into the Trust. All new starters will join the Trust on the first Monday of each month and undertake a comprehensive induction of up to two weeks, including mandatory training, systems training and the allocation of equipment. As part of the process, new starters will also have the opportunity to meet the executive team, senior managers, and attend several drop-in sessions focusing on engagement, health and wellbeing, and key processes. The induction will be held at our head office in Rainham, Essex.
High Cost Area Supplement - Outer London
This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,313 to a maximum of £5,436 pro rata for part time).
High Cost Area Supplement - Fringe
This post also attracts payment for High Cost Area Supplement of 5% of the basic salary (with a minimum of £1,192 to a maximum of £2,011 pro rata for part time).
Detailed job description and main responsibilities
Maintaining efficient systems for client records
To ensure a safe working environment as indicated by your manager.
Cover other teams/services, where necessary, which may require working on other sites.
The SPA Call Handler Administrator must possess highly developed communication skills to include written and verbal.
The SPA Call Handler Administrator records accurate relevant information from referral either written or electronic onto the System One database. To check for accuracy and required mandatory information on the referral form. To identify any gaps and actively seek further information prior to processing the referral to ensure that all clients receive the appropriate care within each designated service in a timely manner.
The SPA Call Handler Administrator evaluates and processes the referral and allocates the referral to the most appropriate service on system one dependent on the information received working within departmental procedures and following the system one process maps.
The SPA Call Handler Administrator cancels and rebooks appointments on system one and logs client’s comments if required.
The SPA Call Handler Administrator uses tact and diplomacy to resolve, where possible disputes regarding appointment times from client’s who are dissatisfied and display challenging verbal communication.
The SPA Call Handler Administrator imparts general information about the service to clients, GP Surgeries, Health Professionals, and outside Agencies in a helpful and polite manner.
The SPA Call Handler Administrator takes messages and liaises with clinical staff and clinical administrators to ensure seamless service delivery.
The SPA Call Handler Administrator provides administration support to the SPA team to enable all services in the community to be supported. To carry out all aspects of the administration function including processing incoming/outgoing telephone calls, checking mail and other general duties.
The SPA Call Handler will use Swift Queue to book Blood test for service users.
Person specification
SystmOne esperience
Essential criteria
4. Have used SystmOne
Call Handler
Essential criteria
5. Call handler experience
Admin experience
Essential criteria
6. Previous Admin role
Benefits
We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:
7. A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff.
8. A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity.
9. Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors.
10. Detailed information about our wellbeing and benefits offer can be found in this link.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.