Administration Officer / Call Handler CCC | Essex Partnership University NHS Foundation Trust

We are looking to recruit an enthusiastic, motivated and flexible individual to work in our Community Coordination Centre.

This is a central call centre co-ordinating and directing a range of information, referrals and/or queries that come into the organisation for those with physical health problems. As a member of the team you will be dealing with information from both professionals (including nurses, doctors, therapists and social care staff) and patients/relatives, therefore it is essential that you have excellent communication skills and are able to work on your own initiative.

Previous experience within a health environment is desirable but not essential, while experience working in a call centre type environment would also be advantageous. Although regardless of experience training will be provided.

The team provides a service between 0800-2100hrs 7 days a week including bank holidays. Therefore, applicants must be able to be able to undertake a range of shift patterns including late duties and weekends on a rota basis.

To provide comprehensive and high quality administration support to the Community Co-ordination Centre based at Rochford Hospital.

This call centre environment field's calls and queries across a range of physical health services in South East Essex liaising with professional both internally and externally to EPUT to ensure we communicate and provide our patients with the right care at the right time.

Valuing you. Recognising your dedication. At EPUT, we look after you.

• Receive supervision and support to help you fulfil your potential.
• Join an inclusive EPUT community and connect with others through engagement events and equality or champion networks.
• If you need help, we provide mental health and wellbeing services, occupational health advice and counselling.

Benefits

• 27 days holiday, plus bank holidays, rising to 33 days after 10 years’ service.
• Excellent pension of up to 14.5% of your pensionable pay.
• Staff discounts include Blue Light Card, NHS discount offers, and staff benefits.
• £8K relocation package if you move to Essex to join us
• Season ticket loans are interest-free to cover the cost of travelling to and from work via tram, rail, or bus.

Work that wraps around your needs

•

Job share

Applications for job shares are welcomed.

KEY RESPONSIBILITIES

Communication

To ensure telephone communication is always dealt with professionally and effectively at all times

To communicate with a wide range of professionals, relaying information both internally and externally as each case necessitates

To liaise with patients, families/relatives/carers in a way that provides clear information to both inform and alleviate concerns as far as possible

Record accurate information following each call to both summarise input and allow effective communication with others who access the information at a later date.

Ensure all information shared regardless if verbal or written remains confidential regardless of how sensitive it may appear.

To deal appropriately with complaints/compliments reporting these to the Senior Staff and observing appropriate guidance and policys in relation to it.

To attend and produce minutes for meetings as necessary.

Knowledge

Ensure all correspondence is appropriately and accurately presented, using Trust and departmental procedures including medical terminology where appropriate.

Be skilled and proficient in the full range of secretarial practices including software programmes including, but not exclusively, SystmOne and ICE

Have a level of understanding thats supports multi-disciplinary working practises of many of the teams you are liaising with.

Be able to operate CISCO telephony systems and have a telephony based skill set.

Analytical and Judgement

To maintain information systems associated with the team to ensure the performance of the service can be assessed

Collate and communicate daily Sit Rep information for both EPUT and the Collaborative as required

Planning and Organisation

To support the maintenance of electronic diaries, as necessary. Arranging appointments and meetings as required.

To take responsibility for raising orders for stationary and equipment to support the team, checking stock items as identified.

Be involved in the preparation of induction programs for new starters welcoming them to the team and supporting them regarding the role

To manage and organise own time and work efficiently and adhere to deadlines to enable the smooth running of the department.

To have a flexible approach to working patterns

To support with the training of new starters in the procedures of the department.

Person SpecificationEducation / Qualifications

Essential

• General administration
• IT skills equivalent to RSA2, NVQ2 or relevant experience of Microsoft Word Packages

Desirable

• Use and knowledge of SystmOne
• Previous working knowledge social care systems

Job related Experience

Essential

• Previous direct or indirect experience communicating with a wide range of professionals
• Ability to deal with people and situations sensitively and appropriately, remaining calm and polite at all times

Desirable

• Experience of working across health and social care
• Experience of working in the NHS in a clerical role
• Experience of appointment procedures and processes

Skills / Personal Qualities

Essential

• Customer focused with a calm and empathetic persona, good listener, patient and diplomatic
• Ability to engage with people at all levels (i.e. patients and clinicians)
• Methodical, organised approach to work, with good attention to detail

This advert closes on Friday 12 Jun 2026