Just One Number Administrative Call Handler

Driven by our Trust values: Honesty, Empathy, Ambition, Respect; the Trust's vision is to provide high quality care to the diverse communities we serve to make their lives better.

We are passionate about creating an inclusive workplace that promotes and values diversity. Our cultural diversity, long term conditions and disabilities, and LGBTQIA+ staff networks are a key part of this commitment, creating positive change and helping build an inclusive culture across the Trust.

Different ideas, experiences and backgrounds make us stronger and more creative and applications from all walks of life are welcomed - our processes ensure that all applicants are treated fairly at every stage of the recruitment process.

Options for flexible working are considered for all roles within CCS, including job share opportunities, compressed hours, annualised hours, tailored working patterns and more. If you are interested in flexible working, please talk to the recruiting manager for this vacancy.

Please note, the selection processes at Cambridgeshire Community Services are in place to ensure we recruit candidates with the right values and skills. Please be advised that the use of AI in applications are monitored, we remain watchful of candidates who misuse these tools to generate an application that doesn't accurately reflect their skills.

Job overview

Norfolk and Waveney Children & Young People's Health Services has a fantastic opportunity for Administrative Call Handlers to join our expanding Just One Number team based in Cringleford.

As the first point of contact, you'll help to ensure children, young people and families speak to the right person, in the right place at the right time. Alongside this, signposting to our partner agencies and directing to our bespoke website Just One Norfolk.

This role is Monday to Friday 09:00-17:00., If you share our passion for innovative and high-quality care delivery, then please submit your application and join us on our exciting journey as a leading-edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.
Detailed job description and main responsibilities

Receiving and managing calls to the service from both service users and professionals using a telecommunication system. This includes changing of appointments and transferring calls to the clinical team. Listening to and answering voicemails and responding to these timely. Occasionally required to deal with difficult situations/circumstances via the telephone and video call.

Respond to emails, referrals and other contacts from service users and professionals and handling these as required, in order to coordinate care according to agreed protocols and pathways. Communications received can be for our Healthy Child Programme, Speech and Language Therapy or Mental Health. Offering Signposting and guidance to Digital platforms and partner agencies where applicable.

When handling contacts and referrals recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed standard operating procedures.

Recording details of all contacts with service users and other professionals using SystmOne (S1) and other digital platforms as appropriate.

Ensuring that follow up actions from calls, emails, correspondence, referrals and other contacts are progressed efficiently and effectively.

Completing administration tasks on clinical systems such as S1, including for instance scanning onto patient records, registering antenatal notifications, checking tasks, updating service user information, oversight and action requests of digital/virtual consultation platforms, running routine reports and registering service users who are accessing the service.

Completing the administration for service users who have transferred into or out of the county.

Booking and rearranging contacts for Norfolk and Waveney CYP team as required, e.g. new birth visit, 6-8 week check and speech and language appointments etc.

In addition, the Just One Number Administrative call handler will undertake administrative tasks as part of a team in some of the following areas:

Actioning blood spot requests, virtual clinic drop ins, SystmOne support, spreadsheet maintenance and document archives in line with agreed standard operating procedures - including:

Inputting data

Preparing and sending letters

Performing quality control by checking data and correspondence

Booking appointments and responding to emails

Accessing a digital platform

Attending meetings with colleagues

Using basic functions in Microsoft Excel

Minute taking

Supporting administrative elements related to safeguarding in line with agreed standard operating procedures.

Within this role you may be required to support wider service delivery for Norfolk and Waveney with administrative tasks.

On April 1st 2026, Cambridgeshire Community Services NHS Trust and Norfolk Community Health and Care NHS Trust will come together to deliver services as a single Trust. Both trusts are high performing specialist community health and care providers working in the East of England. Both have a strong track record, with the highest ratings from the Care Quality Commission, best in class NHS staff survey outcomes, and a decade of experience in innovation and clinical development.

The group model provides health and care services to a population of 3.2 million in their homes and neighbourhoods. We provide care that supports people from the very beginning to the very end of their lives.

The specific role you are applying is with Cambridgeshire Community Services NHS Trust and if you commence your employment before the 1st of April you will transfer to the new organisation via TUPE - the Transfer of Undertakings (Protection of Employment) Regulations.

Certificate of Sponsorship

For roles that are eligible for sponsorship, applications from job seekers who require Skilled Worker Visa to work in the UK are welcome, and will be considered alongside all other applications. You are strongly advised to visit Check if you need a UK Visa website (Opens in a new tab), and familiarise yourself with what is required which should assist you in your understanding of the process

From 6 April 2017, skilled worker applicants applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here. (Opens in a new tab)

Are you compassionate, a strong communicator and happy working in a team? We are looking for individuals that share our values to be the first point of call for families and professionals contacting our service. You will need standard computer skills, initiative, a excellent telephone manner and a flexible approach.

In return, we offer the opportunity to develop your skills with access to in-service training programmes and ongoing personal development.

Just One Number prides itself on our supportive, skill mixed team. You will receive regular 1-1s, shared team learning and annual appraisals and take an active role within your own personal development. You will partake in regular whole team meetings where we value the voices of staff as paramount in the innovation of our service.

We offer a competitive annual leave package of 27 days leave pro-rata. Both salary and leave increase with years of service as per Agenda for Change scheme.
Working for our organisation

Rated 'Outstanding' by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.

There's one reason why our services are outstanding - and that's our amazing staff - who, for the seventh year running, rated us incredibly highly in the national staff survey.