Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.

The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.

Find out more about NELFT careers and what makes our Trust a great place to work, in this video

Job overview

An exciting opportunity for 1 WTE post at Waltham Forest Rapid Response Team to provide referral administration/call handling and administration support to RRT.

The Rapid Response Team provides unplanned and urgent care for patients in their own home within 0-2 hours, allowing suitable patients the option of home treatment as an alternative to hospital. We support other community services when patients develop or presents with unplanned health issues. The base is the hub for the co-ordination and management of the clinical team, and you will be part of the administration team supporting the triaging health care professionals in managing a busy and fluctuating workload.

Main duties of the job

The post holder will work alongside experienced triage and base clinicians answering calls from the public and health professionals. The Rapid Response single point of access and referral line is open from - and it is expected that the candidate will work shifts within these times.

You should have previous experience of providing a call handling services although training can be arranged.

The successful applicant must be flexible, a good team worker, used to working under pressure, able to arrive to work on time, have excellent interpersonal and IT skills and be able to communicate effectively with patients, carers and other members of the team.

Working for our organisation

Starting with NELFT 

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop-in sessions focusing on engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

High Cost Area Supplement – Outer London

Outer London – 15% of basic salary, with a minimum of £4,551 and maximum of £5,735, pro rata for part time staff

Detailed job description and main responsibilities

Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.

We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role, can be discussed at the interview stage.

Certificates of Sponsorship

 Although we are a registered sponsor organisation, we are unable to offer sponsorship for all job roles. Please check your eligibility under the UKVI points based system

 Use of AI

Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.

Person specification

General as per Person Spec

Essential criteria

Experience Skills / Abilities Knowledge

Desirable criteria

Experience (Desirable)

Qualifications

Essential criteria

NVQ level 2 or equivalent standard of literacy/ NVQ administration/customer service level 3

Desirable criteria

Equivalent level of proven experience

Experience

Essential criteria

Experience in string and maintaining records Working in a busy environment

Desirable criteria

Working in an NHS environment

Knowledge

Essential criteria

Maintaining efficient administrative systems Understanding the needs of clients and deal with tactfully and sensitively with concerns Maintain confidentiality/ data protection

Desirable criteria

Training in Customer care service

Skills

Essential criteria

Basic knowledge of IT and IT skills Demonstrated excellent interpersonal skills in a customer focussed environment Establish and maintain good working relationship

Benefits

We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:

A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff. A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity. Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors. Detailed information about our wellbeing and benefits offer can be found in this link.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.