Frontline Officer

This role helps people access the right public health support at the right time, making a real difference to their health and wellbeing. You’ll be the first point of contact for service users, offering a calm, welcoming and helpful response when they need it most.

You’ll work as part of a supportive public health team, helping people understand their options and guiding them to the right services. Your work will support safe, well‑organised services and positive experiences for patients, carers and visitors.

Responsibilities

• Act as the first point of contact by phone and in person, responding to enquiries clearly and sensitively
• Carry out basic non‑clinical screening and pass people to the right service
• Share simple health messages and offer supportive listening
• Record accurate information on electronic systems and maintain confidentiality
• Support reception, administration tasks and day‑to‑day service activity

Key Qualifications

• Experience or knowledge of customer service or administration, or transferable skills
• Confidence communicating with a wide range of people, including those who may be upset or anxious
• Good organisation skills and the ability to manage your workload
• Basic IT skills and confidence using computer systems
• A flexible, team‑focused approach with a willingness to learn

Education and Certifications

• Level 2 in Business Administration or Customer Service or equivalent knowledge and experience
• Word processing to RSA 2 standard European Computer Driving License (EDCL) or able to demonstrate appropriate level of skill
• Customer Care or communication training

Knowledge

• Knowledge of a range of routine administration procedures
• Knowledge of confidentiality and data protection procedures
• Knowledge of appointment booking or record management systems

Experience

• Ability to deal with potentially challenging and distressed people
• Previous experience of working with general public

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