Job summary
INTERNAL ONLY - This post is open to Berkshire Healthcare NHS Employees Only
You will be part of a team of Booking Administrators in the Berkshire Healthcare NHS Talking Therapies Administration Team. Previous knowledge and experience of working in a busy office and/or customer care environment is essential.
You will have excellent telephone and communication skills to ensure communication with all stakeholders, referrers, callers and clients is of the highest standard.
The role will be based both at home and in the office at London House in Bracknell. Travelling to other sites may be required.
We're open 8am to 8pm, Monday to Friday, and our team's working hours are split across three shift patterns: 8am - 4pm, 10am - 6pm and 12pm - 8pm
Main duties of the job
1. The focus of this role is to be the first point of contact for all clients of Talking Therapies, providing an excellent customer service to all. This will entail dealing with day to day queries and resolving team and client queries as and when they arise.
2. To support clinicians so that an efficient and robust administrative service is provided to the Talking Therapies clinical team. This will include liaising with the clinical team as and when required and ensuring that all are queries and tasks are resolved in a timely manner.
3. To ensure accurate and timely data inputting of client information so that data standards are met
4. To work efficiently as part of a team and independently so that all admin targets are followed and met.
About us
Berkshire Healthcare NHS Foundation Trust isa specialist mental health and community health services trust. Rated 'outstanding' by the CQC, we're committed to providing the best possible care to people across Berkshire.
We value diversity and are proud to be a Stonewall Top 100 Employer.We work hard to create an inclusive environment where you'll be supported by friendly and professional colleagues to flourish.
Our values at Berkshire Healthcare:
5. Caring for and about you is our top priority
6. Committed to providing good quality, safe services
7. Working Together with you to develop innovative solutions
We welcome people who share these values to come and work for us.
Benefits of working for us include:
8. Flexible working options to support work-life balance.
9. 27 days' annual leave rising with service + opportunity to buy and sell
10. Generous NHS pension scheme
11. Excellent learning and career development opportunities
12. 'Cycle to Work' and car leasing scheme
13. Access to a range of wellbeing tools and services
14. Discounts at hundreds of popular retailers and restaurants
15. Staff networks for race, diversity, disabilities and armed forces community to support equality
16. Generous maternity, paternity, adoption and special leave.
17. Free parking across Trust sites
Job description
Job responsibilities
The must haves for this role:
18. Previous knowledge and experience of working in and supervising staff in a busy office and/or customer care environment is essential.
19. Strong organisational and planning skills with the ability to reprioritise own work and that of others to ensure tasks are delivered on time
20. Able to work flexibly on a shift pattern as required and the ability to travel independently between locations to fulfil the requirements of the position
21. Ability to work effectively in a team, demonstrates accountability of own work and working on own initiative. Able to work unsupervised and manage own workload.
22. Ability to be caring and to be able to handle sensitive information and speak to people potentially in distress.
Talking Therapies Berkshire is one of the countrys most well-established and highest performing NHS IAPT (Improving Access to Psychological Therapies) services. We have grown year on year since we opened in 2008 and now employ over 300 staff and treat over 22,000 people per year.
You will be part of a driven, high-quality service, which also prioritises flexible working and work-life balance.
For further information about the role, please see attached job description and person specification. We strongly encourage you to review how you meet the criteria in the person specification and write about this point-by-point in your supporting statement for the best chance of being shortlisted. For further application tips see the help with your application document attached once you click apply.
If you're someone who shares our passion for excellence and care, you belong at Berkshire Healthcare!
We welcome a conversation about flexibility and any other questions you may have. Please don't hesitate to call: Kate Blagrave on 0300 365 2000 or email: who'll be delighted to help.
We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where required.
Person Specification
Education/Qualifications/Training
Essential
23. Basic IT skills and the ability to navigate around various systems and software packages (such as outlook, databases, MS office and the internet)
Desirable
24. NVQ 3 Business Admin
Continuous Professional Development
Essential
25. Able to empathise, be supportive and sensitive to the needs of others as well as being able to cope with distressing circumstances.
26. Ability to use a practical problem-solving approach in everyday situations
Previous Experience
Essential
27. Previous knowledge and experience of working in an office/ customer/ call Centre environment.
28. Knowledge and experience of software programmes/packages and a full range of administrative functions and duties (including taking minutes and noting actions)
29. Able to work flexibly on a shift pattern as required and the ability to travel independently between locations to fulfill the requirements of the position
Desirable
30. Basic level of healthcare administration knowledge
Knowledge, Skills & Abilities
Essential
31. Good interpersonal, communication, observation and reporting skills
32. Ability to work effectively in a team, work on own initiative, work unsupervised and manage own workload.
Additional Requirements
Essential
33. Assist in the provision of excellent customer care support to service users.