Cambridgeshire Community Services NHS Trust
Beds & Luton Children’s Health Hub Team Administrator
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Beds & Luton Children’s Health Hub Administrator/Call Handler (Kempston)
Are You Our Next Call Handler?
If you have:
- Excellent telephony and communication skills, particularly in handling complex or challenging situations
- Passion for customer service and the drive to make a meaningful difference
- Transferable skills, a strong work ethic and a positive personality
then we encourage you to apply for this critical role within the NHS community services.
About the Role & Organisation
The Children’s Health Hub is the single point of access for Bedfordshire & Luton Children and Young People’s Community Health Services, providing:
- One central number and email address
- Referral triage and first-point-of-contact support
- Administrative backing for the Speech and Language Therapy Team
Our team operates from Luton and Kempston offices, and this role is based in our Kempston hub (Woburn Court).
Key Responsibilities
Primary Call Handling & Customer Support
- Be the first point of contact for parents, carers, healthcare professionals, and other stakeholders
- Assess callers’ requests via NHS referral pathways and decide whether:
- Resolve the query directly
- Direct them to the appropriate healthcare professional
- Maintain a calm, patient, and efficient service under pressure
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Email & Communication Management
- Prioritise and process incoming emails in a timely and systematic manner
- Ensure follow-up actions (from calls, emails, and correspondence) are logged and progressed efficiently
Administration & System Management
- Perform SystmOne administration tasks, including:
- Scanning documents onto patient records
- Managing referral workflows
- Setting and updating service user information
- Rescheduling appointments
- Registering transferred-in service users
Procedural & Professional Compliance
- Record all contact details accurately per protocol
- Maintain a transactional yet empathetic approach to sensitive conversations
- Demonstrate self-awareness in recognising when support is required
Work-Goad & Environment
- Adapt to an unpredictable, diverse workload while keeping service delivery the priority
- Manage sensitive telephone enquiries with professionalism and tact
Requirements & Key Skills
- Experience or willingness to develop in a high-volume, customer-facing environment
- Strong oral and written communication skills
- Ability to assess user needs quickly and apply appropriate referral pathways
- Resilience when dealing with challenging conversations
- Ability to multi-task in a fast-paced, admin-heavy environment
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Why Work With Us?
Our service was rated Outstanding by the Care Quality Commission, and we pride ourselves on delivering high-quality, innovative care that keeps children and young people close to home.
Our staff are the driving force behind this excellence—we are consistently ranked #1 in national staff surveys (for the seventh year running), and we value engagement, innovation, and growth.
By joining us, you’ll contribute to: ✔ A caring community provider of specialist services ✔ A supportive, high-performing culture that prioritises development ✔ Championing children’s wellbeing and accessibility to care across Bedfordshire & Luton
Application & Contact
Applications close by end of day on Wednesday, 2nd July 2026. Due to anticipated high interest, we reserve the right to close this vacancy early.
For further questions or informal visits, reach out to:
- Laura Bolino
- Business Support Manager
- Email: laura.bolino@nhs.net
- Mobile: 07966 180554
Working hours: 8:00 am – 5:00 pm, Monday to Thursday (note: for the specified vacancy).
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