Just One Number Administrative Call Handler

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.

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.

The Just One Number team will be moving offices to Woodlands House, Norwich Community Hospital, Norwich in Autumn 2026.

"(Should we receive a high number of applications we reserve the right to close this vacancy at any point after 18/08/2026)"

Main duties of the job

Would you like to work in a role where you make a difference?

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, an 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 28 days leave pro-rata. Both salary and leave increase with years of service as per Agenda for Change scheme.

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:

A. 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

B. 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.

Applicant requirements

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.