About this role
Job summary
An exciting opportunity has arisen for a patient focused Admin Officer / Call Handler to work within the Op Courage (Veteran's Service) based at Marsden Building, Monkwearmouth Hospital, Sunderland. Post is full time 37.5hrs per week Monday to Friday covering shift patterns of 8am to 4pm and 9am to 5pm rota basis.
Admin Officer/Call Handler role is extremely busy and involves assisting clients who may be experiencing a range of mental health conditions. You will act as a liaison between the patient and the clinical team to support all patients in receiving a positive, high quality and seamless experience throughout. Postholder provides a telephone call reception service for all enquiries and referrals into the service and supports the team by engaging with service users, carers, and professionals to ensure that all calls are dealt with efficiently and signposted appropriately.
Postholder will be required to utilise a high level of sensitivity and professionalism whilst providing call handling duties. Admin Officer / call handler will ensure all calls are responded to in an appropriate time frame and that all clinical information is effectively communicated and documented within the electronic patient records system as per agreed CNTW Trust standards whilst always maintaining confidentiality. Postholder will need to communicate effectively with service users, carers, colleagues, and all other Professionals and participate in the continuous development of the service.
Main duties of the job
Post holders must have admin and clerical experience with recent demonstrable 12 month experience in :-
A customer/patient focused environment. Excellent communication and interpersonal skills. Fast, accurate keyboard skills Proven experience of accurate database input Daily use of Microsoft Word/Office packages and email. Good verbal and written communication skills. Ability to be self-directed, motivated and to contribute positively within a team. Well organised and structured. Demonstrate flexibility in the role to meet the needs of the service. Facilitate excellent customer service, in person and on the telephone Provide proactive administration service to support the Team Manager including typing/checking documentation, processing mail, photocopying, scanning etc. Provide agreed levels of support to the service in the absence of other administrative staff. We would like to recruit a Admin Officer / call Handler who is flexible, responsive, motivated, well organised, adaptable and have a keen interest in providing an equitable service. The post holder will be able to demonstrate the ability to deal with possible exposure to highly distressing or highly emotional circumstances and will be expected to participate on all relevant training courses appropriate to the role.
You should currently hold the required level of qualifications, as outlined in the Essential Criteria of the Personal Specification. If you do not meet this criteria you will not be shortlisted.
About us
We aim to attract and retain a diverse, talented and committed workforce, who are caring and compassionate, and therefore able to meet the demands of the modern NHS now and in the future. In return we can offer a dynamic working environment in which to build a career.
NHS Employees identified as at risk of compulsory redundancy and those eligible for the NENC Re-Deployment careers hub will receive prior consideration.
Job description Job responsibilities
Please find attached job description for full details.
Advertising date : 11th August 2026
Closing date : 25th August 2026
Please note - this vacancy will close once a suitable amount of applications are received.
Person Specification
Qualifications Essential
NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards General level of education to O-Level/GCSE or equivalent Audio Typing qualification or demonstrable equivalent experience
Desirable
NVQ Level 3 Level 3 in Customer Care (or equivalent)
Knowledge and Experience Essential
Working knowledge of Microsoft applications, including e-mail communication Good working knowledge of office procedures Able to prioritise and plan own workload Ability to work under pressure and meet targets Knowledge of NHS Policies and Procedures Ability to maintain and update Patient Information Systems e.g. RiO
Desirable
Experience in processing CPA, Mental Health Act and Safeguarding documentation Experience using stock ordering systems and petty cash systems Experience of working with medical records filing systems
Skills and Competencies Essential
Excellent communication and interpersonal skills, both verbal and written Good organisational and planning skills Flexible attitude to cope with fluctuating workloads and the occasional requirement to cover other areas in cases of staff absence Have excellent customer service skills and confident telephone manner
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Cumbria, Northumberland, Tyne and wear (CNTW) NHS Foundation Trust
Address Monkwearmouth Hospital
Newcastle Road
Sunderland
SR5 1NB
United Kingdom
Employer's website https://www.cntw.nhs.uk/careers/ (Opens in a new tab)