Beds & Luton Children’s Health Hub Team Administrator

Employer: East of England Community Health and Care NHS Trust, Location: Woburn Court, Kempston, Salary: £25,760 – £27,476 per annum (pro‑rated), Closing date: 12 July 2026, Interview date: 22 July 2026.

Beds & Luton Children’s Health Hub Administrator/Call Handler

The role is the first point of contact for the Bedfordshire & Luton Children and Young People’s Community Health Services. The candidate will handle calls, emails and other communications and support service users to find the right care at the right place and time.

Responsibilities

• Act as the first point of contact for parents, carers, healthcare professionals and other stakeholders via telephone and email.
• Use NHS pathways to assess queries and either resolve the call or direct to the most appropriate professional.
• Prioritise and process emails received into the service in a calm and timely manner.
• Recognise personal competency limits and seek support when necessary.
• Ensure follow‑up actions from calls, emails and other contacts are progressed efficiently and effectively.
• Complete administrative tasks on SystmOne, including scanning onto patient records, referral management, task checking, updating service‑user information, rescheduling appointments and registering users transferred into the system.
• Record all contact information accurately in SystmOne following agreed protocols and pathways.
• Maintain focus on service delivery while managing an unpredictable, diverse and challenging workload.
• Provide an excellent standard of customer service and communication to all service users.
• Demonstrate personal resilience when handling sensitive telephone calls and managing confidential information in a professional manner.
• Book and follow up interpreters as requested by clinicians.
• Coordinate rotas, room bookings and send SMS notifications.
• Advise the Hub Coordinator of any problems and take appropriate action.
• Plan and organise straightforward activities related to the role, taking responsibility for the daily allocated workload.
• Perform routine administrative tasks such as scanning, photocopying, sending letters/reports, ordering stock and other requests.
• Handle a high volume of calls while maintaining high standards.
• Deescalate emotive situations using tact and diplomacy, acting in accordance with the Trust’s complaints procedure when required.
• Maintain positive relationships and communicate with colleagues across the service.
• Handle sensitive information provided by service users in a confidential manner.
• Identify the need for and adapt communication methods to account for differing needs of callers, especially in stressful or difficult situations.
• Control and take charge of calls by acting calmly, professionally and treating callers with respect and dignity at all times.
• Contribute to the Trust’s internal communication strategies, ensuring effective two‑way engagement.

Clinical and Governance Responsibilities

• Observe and maintain strict confidentiality in line with the Data Protection Act.
• Ensure data transfer and electronic communication adhere to Trust Information Governance and Information Security policies.
• Adhere to the Trust’s Risk Assessment and Risk Management processes.
• Adhere to infection control policies and procedures.
• Undertake mandatory training and other relevant training as required.
• Participate in clinical and safeguarding audits.
• Participate in regular supervision.
• Participate in relevant emergency preparedness processes for the team.

Safeguarding and Promoting the Welfare of Children and Young People/Vulnerable Adults

• Safeguard and promote the welfare of children, young people and vulnerable adults.
• Demonstrate understanding of safeguarding issues and appreciation of their significance.
• Recognise and interpret safeguarding issues accurately for all individuals, regardless of life circumstances.
• Contribute to a safe environment and maintain safeguarding competencies.
• Apply the Trust’s Equal Opportunities policy at all times.
• Maintain a safe and healthy environment for patients, visitors and staff.
• Adhere to the Trust’s code of conduct on confidentiality.

Emotional Awareness

• Be aware of the range of emotions in self and others.
• Demonstrate empathy for the concerns of others.
• Listen to and understand direct and indirect expressions of feelings.
• Encourage others to express themselves openly.
• Manage strong emotions and respond constructively.
• Show respect for others’ feelings, views and circumstances.
• Keep own feelings in check during highly stressful situations and calm others.
• Use mechanisms for stress management appropriately.
• Listen to personal comments without becoming defensive.
• Have balanced understanding of self and others.
• Have realistic knowledge of personal strengths and areas for development.
• Demonstrate flexibility of approach.
• Appreciate the challenges of working with children and vulnerable adults.

Qualifications and Training

• GCSE English and Maths, Grade C or above, or equivalent qualification.
• NVQ Level 3 or equivalent experience.
• NVQ Level 3 in Customer Service or Business Administration.

Experience

• Previous experience in an administrative role.
• Experience using Microsoft Office programmes such as Word, Outlook and Excel.
• Experience working in a customer service environment.
• Working knowledge of SystmOne or equivalent patient record system.
• Experience working in a large team.
• Experience working in an NHS environment.
• Experience working with children.

Knowledge and Skills

• Excellent communication and interpersonal skills.
• Ability to prioritise and coordinate own work and the work of others.
• Wide knowledge of office procedures.
• Proficiency with Microsoft Office packages such as Word, Outlook, Excel and PowerPoint.
• Ability to work flexibly as part of a team.
• Capability to use initiative without close supervision.

Equal Opportunities

We are an equal opportunities employer and welcome all applications irrespective of age, disability, gender, sexual orientation, race or religion. Applicants with disabilities that fall under the Disability Confident Scheme will be offered an interview, provided they meet the minimum criteria for the post, as outlined in the Person Specification. All sites are smoke‑free.

Working Hours

8:00 am – 5:00 pm, Monday – Thursday.

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