About this role
Job summary
To provide an efficient and courteous 'front of house' service to all telephone callers, forwarding calls from the switchboard, answering questions from relatives and professionals, dealing with internal calls and keeping associated records.
To be responsible for providing administrative support to a team, which includes word processing, distribution of the post, receiving and disseminating information, maintaining an electronic database/s, room bookings, carrying out subject access requests and other administrative tasks to assist the Operational Team in carrying out a range of clinical/non-clinical activity efficiently and effectively.
The post will be supervised, and the post holder will be required to work as part of a support team assisting other administrative staff, sharing work and providing cover for leave purposes as necessary.
Main duties of the job
Dealing with telephone calls from clients and internal and external agencies
To ensure all messages given verbally, written or by telephone are passed on
Deal with issues that arise appropriately, including enquiries or complaints from members of the public and patients.
To provide a high quality administrative, clerical and reception service.
To carry out subject access requests for the team.
Show kindness and compassion.
Create a safe, friendly and caring environment.
To use initiative in all aspects of administrative work.
To maintain an electronic team diary for staff.
Participate in the regular departmental meetings.
To understand health and safety and fire regulations and to assist in maintaining a safe environment.
To open and close the building when on appropriate shifts
Adhere to the Data Protection Act..
The post holder will be an active member and contribute to the effective operation of a multi-disciplinary team.
Your dealings with matters relating to clients and staff is of a highly confidential nature.
Undertake any other duties as may reasonably be required of you by the service.
About us
CNWL NHS Foundation Trust is committed to workforce development and is keen to enable the successful applicant to innovate and evolve with the service. In Hillingdon Community Mental Health Hubs (CMHH) we work with adults covering the Hillingdon borough and we are based at Mill House within walking distance from the Uxbridge Town centre.
We are service user-led and work with adults with mental and physical health issues who require support from a multidisciplinary approach. We have recently transformed to the new Hub model and therefore it is an exciting opportunity to join the team when services are changing to be more responsive to the service users within the Hillingdon borough.
We are a multidisciplinary service, comprising of mental health nurses, occupational therapists, psychiatrists, psychologists, social workers, employment specialists, and peer support workers. The team is supported by a good administrative system and offers an excellent work environment. The team has good links with local statutory and non-statutory services.
- We offer Regular individual supervision
- We work within a dynamic team with visibility of the Senior Management Team
- Opportunities for flexible working and some remote working
- Great Opportunities available for carer development
Job description
Job responsibilities
Please note: This vacancy does not meet the criteria for Skilled Worker sponsorship, unless you meet the criteria by temporary exemption from current changes to immigration rules put in force on 22/07/2025. Separate provisions are applied to workers who have been sponsored and continuously held a Skilled Worker visa since prior to 04/04/2024."
As such, if you dont meet the Transitional Provision (above) we are unable to consider your application unless you can provide documentary evidence of your right to work in the United Kingdom. If you believe you are eligible for sponsorship or already hold a valid right to work in the UK, please ensure you provide full details of your immigration status in the Pre-Screening Immigration section of your application form.
Please note role eligibility also depends on whether the role meets the salary threshold for the relevant occupational code (SOC CODE).
For further info please visit: Skilled Worker visa: Overview - GOV.UK
Dealing with telephone calls from clients and internal and external agencies in an appropriate and professional manner, using judgement and discretion where necessary, referring complex matters to relevant senior members of staff and taking messages when necessary
To ensure all messages given verbally, written or by telephone are passed on to the correct discipline within an agreed timescale.
Deal with issues that arise appropriately, including enquiries or complaints from members of the public and patients. Where appropriate refer to another officer of the Trust, ensuring that no issue is inappropriately delayed in being actioned because of the absence of the management team.
To provide a high quality administrative, clerical and reception service for patients and their carers who access the Trust services
To carry out subject access requests for the team within appropriate timeframes and using appropriate sharing/confidentiality policies
Show kindness and compassion in all aspects of the care we provide
Create a safe, friendly and caring environment, where people are treated with respect, courtesy and dignity
To use initiative in all aspects of administrative work and to plan and coordinate your workload to ensure all deadlines are met and objectives achieved.
To maintain an electronic team diary for staff, ensuring their location is known at all times, enabling contact in case of emergency
To keep an up-to-date record of mobile and emergency numbers for staff
Assist in filing and photocopying and any other ad-hoc administrative duties
Participate in the regular departmental meetings and contribute as appropriate to the overall service provided by the Administrative Department
To understand health and safety and fire regulations and to assist in maintaining a safe environment for service users, staff and visitors to the service
Adhere to the Data Protection Act and its requirements, in respect to confidentiality for both patients and staff and ensuring any computerised information system is maintained as requested.
Your dealings with matters relating to clients and staff is of a highly confidential nature and should not be divulged to another or discussed with other colleagues other than as necessary within the context of your role.
Person Specification
Qualifications
Essential
- NVQ Level 2 or equivalent experience
Knowledge and Experience
Essential
- Experience of working in an office environment
Desirable
- Experience of working in the NHS within a Mental Health setting
Skills
Essential
- Good communication and customer care skills.
- Ability to work as part of a team as well as under own initiative
- Professional approach to clients both face-to-face and on the telephone
- Ability to communicate complex information to other professional groups
- Ability to communicate highly sensitive information
- Ability to prioritise own workload
- Ability to make judgments on receipt of information and when to seek advice or expert opinion.
- Able to understand and implement confidentiality in an NHS setting
- IT Skills including the ability to use a computer, mouse, access software and use peripheral hardware, e.g. printers.
- Good computer skills including MS office, Excel, Outlook. Ability to use Excel, Word to set up documents and spreadsheets and extract information
Desirable
- Experience of working on a busy and sometimes challenging reception
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
Central and North West London NHS Foundation Trust
Address
Mill House
Central and West London NHS Foundation Trust (CNWL), 38 Riverside Way
Uxbridge
UB8 2YF
United Kingdom
Employer's website
https://www.cnwl.nhs.uk/work (Opens in a new tab)