Central and North West London NHS Foundation Trust
Receptionist/Administrator
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Job Overview
We are looking for someone who enjoys working in a dynamic environment, has excellent customer service skills and IT skills.
We are looking to recruit one full-time Receptionist/Administrator to work 37.5 hours per week.
You need to be a team worker and be able to deal with any situation that arises with confidence and professionalism.
The main hub for the service is based at Fairfields House in Kingsbury, and there is a satellite hub at Bell House in Willesden Green. You will be required to work across both hubs.
Main Duties of the Job
- To provide an efficient and courteous ‘front of house’ reception service at two sites.
- To attend all telephone callers, forwarding calls from the switchboard, answering questions from relatives and professionals, dealing with internal calls, and keeping associated records. Deal with the generic team inbox, respond to messages appropriately, and update the database iaptus.
- To be responsible for providing administrative support to a team, which includes assisting with sending letters by Docman and Hybrid, assisting with audits, distribution of the post, receiving and disseminating information, maintaining an electronic database/s, room bookings, 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.
Working for our Organisation
The catchment area of the post is the London borough of Brent.
We operate an agile working policy where staff combine remote working and being on-site to deliver face-to-face appointments and other service commitments that require a hub-based presence. The post-holder will work full-time hours and may be required to work at any times between 8am and 8pm on weekdays, including an evening clinic as required by the service (for now, it's not operational for the administrative team).
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 held continuously Skilled Worker visa since prior to 04/04/2024."
As such, if you don’t 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.
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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
Detailed Job Description And Main Responsibilities
MAIN DUTIES AND RESPONSIBILITIES
- 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.
- 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.
- Ensure the office is fully stocked with all stationery items, place orders with procurement.
- 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.
- To open and close the building when on appropriate shifts.
- Adhere to the Data Protection Act and its requirements, in respect to confidentiality for both patients and staff, and ensuring any computerized information system is maintained as requested.
- 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 are 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.
- Undertake any other duties as may reasonably be required of you by the service.
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Management Information Systems:
- To assist with the input and retrieval of client details, statistical, and clinical information using a spreadsheet, database, or relevant clinical or business information system.
- To update the patient database iaptus with any information received from clients and clinicians accurately and as per the policies and procedure set by the service.
Communication:
- Service Users/Carers/Visitors/Public – Non-clinical advice and information.
- Clinical staff – receive and provide information relating to service users.
- General Practitioners – receive and provide information relating to service users.
- Outside agencies – social services, voluntary organizations – receive and provide information relating to the team/service.
Person Specification
Education and Qualification
Essential criteria
- GCSE Maths & English (Grade C or above) or equivalent (2)
- RSA III or NVQ III or extensive secretarial experience (2)
Desirable criteria
- Experience within NHS setting
Experience
Essential criteria
- Relevant qualification or experience or secretarial experience (2)
- Experience of providing receptionist duties and dealing with members of the public both face to face and on the phone (2)
- Experience of working with staff at a senior level (2)
- Experience of working in health or a health-related environment (2)
Desirable criteria
- Work within multidisciplinary teams (2)
Skills and Knowledge
Essential criteria
- Experience of Good keyboard skills (2)
- Knowledge and understanding of mental health or medical terminology (2)
- Familiarity with the use of medical reference or related software (2)
Desirable criteria
- Knowledge of Client Administration Systems (2)
Other
Essential criteria
- Ability to understand and implement the Equal Opportunities Policy at a level appropriate to the job (2)
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