SEHSCT Helpline Administrator Band 3

Job details

• Branch: North Down & Ards Area (SEHSCT)
• Location: UH, Main Building
• Salary: Band 3 (£24,937 - £26,598)
• Contract Type: Permanent
• Opening Date: 20/07/26
• Closes: Tue, 04 August 2026 @ 5:30 PM
• Interview Dates: TBC

Notes

If you are submitting a manual application, please post it to: Recruitment Shared Services, Rosewood Villa, Longstone Hospital Site, 73 Loughgall Road, Armagh, BT61 7PR. Applications received after the advertised closing date/time cannot be considered, so please allow enough time for postage. “A waiting list may be created for similar posts that may arise while the waiting list is live, this may include temporary or part-time posts. This will be managed in line with the updated HSC waiting list principles effective from 1 April 2026”. Where a part-time waiting list is required, one part-time waiting list will be created- regardless of any specific hours advertised, this waiting list will cover all future vacancies where part-time posts arise. A part-time post is defined as any post that has less than 37.5 hours per week.” Please remember to save or print a copy of the job description before submitting your application, as it will not be accessible afterwards. Flexible Working We welcome flexible working requests from day one. All HSC organisations offer a range of flexible working options. The options available for this post will depend on the requirements of the role. Find out more about flexible working options on our website.

JOB DESCRIPTION

JOB TITLE

Helpline Administrator ( Neurology)

BAND

3

DIRECTORATE

Medical Specialities - Hospital Services

INITIAL LOCATION

Ulster Hospital

REPORTS TO

Administration Team Leader

ACCOUNTABLE TO

Patient Administration Services Manager

JOB SUMMARY

The Neurology helpline administrator will be the first point of contact for service users with complex clinical needs associated with Multiple sclerosis (MS), Parkinsons, Neuromuscular and Epilepsy/Seizure. The post holder will be required to communicate to patients with clarity and empathy taking into account their particular needs. They will be expected to use discretion, tact, sensitivity and confidentiality at all times when dealing with queries.

The post holder will provide and collate information, providing support and signposting service users to the appropriate clinical staff for follow up and action. They will work as part of a team providing a comprehensive high quality admin helpline service and will be expected to respond to queries, manage their own workload; meet deadlines and problem solve using their own initiative.

Team working is an essential part of this role and the post holder will be required to liaise closely with colleagues in their own team, with others in the various sections of the Patient Administration Services Department, other departments, including clinical staff & GP practices to assist in promoting a patient-focussed, cohesive, responsive and adaptable service.

The post holder will be responsible for a wide range of administrative tasks to support/assist in the effective and efficient provision of services within their department.

KEY DUTIES / RESPONSIBILITIES

Accurately input and extract patient information onto relevant electronic information systems [e.g. Encompass] in order to provide an effective and efficient service.

Receive and manage calls from service users, taking messages, collating information and passing on to the appropriate clinical, nursing, AHP and pharmacy staff.

Work as part of a team, providing a high standard of administration support, interacting with patients, carers, team members, primary care, voluntary sector, charities and other agencies as necessary, acting as the first point of contact for the service.

Provide information and sign post service users to the appropriate clinical teams, handling all conversations with warmth and empathy.

Ensure appropriate cover during helpline opening hours, excluding bank holidays and weekends.

Monitor progress on open encounters and proactively track status of patient clinical enquiries.

Provide secretarial support and data validation support where necessary, across the Neurology admin team.

Have a working knowledge and understanding of targets and the Integrated Elective Access Protocols (IEAP). Adhere to this policy at all times.

Word processing /producing reports/working on computer systems.

Dealing with general enquiries/providing advice which requires immediate action within definitive guidelines, protocols & policies.

Responsible for prioritising own workload, maintaining diaries, receiving and processing incoming mail/email in an accurate and timely manner in accordance with agreed procedures within area of responsibility

Develop and maintain strong communication with a range of staff including Clinical and Nursing Staff and administrative staff across multiple teams and Directorates.

Provide assistance for other team members with tasks as and when required.

Responsible for assisting training and induction for new start staff within area of responsibility.

Apply as appropriate all policies and procedures within the Trust

Participate in quality improvement initiatives and assist in the implementation of new systems and procedures

Preparation of statistical information e.g. Waiting Times.

Dealing with requests for information.

Identify concerns and raise them with Line Manager before considering options and implementing appropriate action

Maintain Filing System.

Arrange meetings as requested

Take minutes of meetings as required.

Sorting and responding to mail/emails as appropriate.

General office duties such as photocopying/faxing/ scanning.

Attend Team Meetings on a regular basis and take any necessary action resulting from matters raised.

Attend mandatory training sessions, courses and seminars as required

Undertaking training relevant to the post as and when necessary

Any other relevant duties appropriate to the banding of the post

To participate in the Trust’s Appraisal Process and participate in agreed training and development initiatives when identified.

Any other general tasks or projects within the remit of the band.

HUMAN RESOURCE MANAGEMENT RESPONSIBILITIES

The Trust supports and promotes a culture of collective leadership where those who have responsibility for managing other staff:

Establish and promote a supportive, fair and open culture that encourages and enables all parts of the team to have clearly aligned goals and objectives, to meet the required performance standards and to achieve continuous improvement in the services they deliver.

Ensure access to skills and personal development through appropriate training and support.

Promote a culture of openness and honesty to enable shared learning.

Encourage and empower others in their team to achieve their goals and reach their full potential through regular supportive conversation and shared decision making.

Adhere to and promote Trust policy and procedure in all staffing matters, participating as appropriate in a way which underpins Trust values.

GENERAL MANAGEMENT RESPONSIBILITIES

The post holder will promote and support effective team working, fostering a culture of openness and transparency. The post holder will ensure that they take all concerns raised with them seriously and act in accordance with the South Eastern Health & Social Care Trust’s Raising Concerns Policy and their professional code of conduct, where applicable.

GENERAL REQUIREMENTS

The post holder will be required to

Ensure the Trust’s policy on equality of opportunity is promoted through his/her own actions and those of any staff for whom he/she has responsibility.

Co-operate fully with the implementation of the Trust's Health and Safety arrangements, reporting any accidents/incidents/equipment defects to his/her manager, and maintaining a clean, uncluttered and safe environment for patients/clients, members of the public and staff.

Adhere at all times to all Trust policies/codes of conduct, including for example

Smoke Free policy

IT Security Policy and Code of Conduct

standards of attendance, appearance and behaviour

Contribute to ensuring the highest standards of environmental cleanliness within your designated area of work.

Co-operate fully with regard to Trust policies and procedures relating to infection prevention and control.

All employees of the South Eastern HSC Trust are legally responsible for all records held, created or used as part of their business within the South Eastern HSC Trust including patients/clients, corporate and administrative records whether paper-based or electronic and also including emails. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information act 2000 the Environmental Information Regulations 2004, the General Data Protection Regulations (GDPR) and the Data Protection Act 2018. Employees are required to be conversant with the South Eastern HSC Trust’s policy and procedures on records management and to seek advice if in doubt.

Take responsibility for his/her own ongoing learning and development, in order to maximise his/her potential and continue to meet the demands of the post.

Represent the Trust’s commitment to providing the highest possible standard of service to patients/clients and members of the public, by treating all those with whom he/she comes into contact in the course of work, in a pleasant, courteous and respectful manner.

This Job Description will be subject to review in the light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time.

It is a standard condition that all Trust staff may be required to serve at any location within the Trust's area, as needs of the service demand.

eHealth

The South Eastern Health & Social Care Trust has invested in eHealth to deliver better, faster, safer care to our community and is committed to supporting staff to utilise associated information systems that directly and indirectly inform care. Trust staff are therefore required to commit sufficient time to ensure that they acquire and/or retain the core technology skills required to support their role.

Personal and Public Involvement (PPI)

Staff members are expected to involve patients, clients, carers and the wider community were relevant, in developing, planning and delivering our services in a meaningful and effective way, as part of the Trust’s ongoing commitment to Personal and Public Involvement (PPI).

Please use the link below to access the PPI standards leaflet for further information.

http://www.publichealth.hscni.net/sites/default/files/PPI_leaflet.pdf

July 2026

PERSONNEL SPECIFICATION

JOB TITLE AND BAND

Helpline Administrator (Neurology)

DEPARTMENT / DIRECTORATE

Medical Specialities - Hospital Services

SALARY

Band 3

HOURS

Ref No: 55777752

July 2026

20 hours

Notes to applicants

You must clearly demonstrate on your application form under each question, how you meet the required criteria as failure to do so may result in you not being shortlisted. You should clearly demonstrate this for both the essential and desirable criteria.

Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form. Please note the Trust reserves the right to use any desirable criteria outlined in Section 3 at shortlisting. You must clearly demonstrate on your application form how you meet the desirable criteria.

Proof of qualifications and/or professional registration will be required if an offer of employment is made – if you are unable to provide this, the offer may be withdrawn.

ESSENTIAL CRITERIA

SECTION 1: The following are ESSENTIAL criteria which will initially be measured at shortlisting stage although may also be further explored during the interview/selection stage. You should therefore make it clear on your application form whether or not you meet these criteria. Failure to do so may result in you not being shortlisted. The stage in the process when the criteria will be measured is stated below.

Factor

Criteria

Method of Assessment

Experience /Qualifications

a) 4 GCSE’s Grades A-C to include

English Language (or equivalent

Qualification) plus 1 year’s

administrative /clerical experience.

OR

b) NVQ Level 2 in Administration (or equivalent qualification) plus 1 year’s administrative /clerical experience.

OR

c) 2 year’s administrative /clerical

experience.

1 year’s word processing experience.

Experience in using Microsoft packages to include WORD, EXCEL, and OUTLOOK.

Shortlisting by Application Form

SECTION 2: The following are ESSENTIAL criteria which will be measured during the interview/ selection stage:

Skills / Abilities

Ability to work as part of a team.

Ability to use own initiative.

Excellent organisational skills with an ability to prioritise own workload.

Effective communications skills to meet the needs of the post in full.

The ability to work in a challenging and changing environment.

The ability to ensure accuracy in own work.

The ability to effectively use office admin systems such as diary management and filing systems.

Interview

Knowledge

Knowledge of the Data Protection Act.

Interview

DESIRABLE CRITERIA

SECTION 3: these will ONLY be used where it is necessary to introduce additional job related criteria to ensure files are manageable. You should therefore make it clear on your application form how you meet these criteria. Failure to do so may result in you not being shortlisted.

Factor

Criteria

Method of Assessment

Experience

Qualifications

Experience of using computerised databases.

Shortlisting by Application Form

As part of the Recruitment & Selection process it may be necessary for the Trust to carry out an Enhanced Disclosure Check through Access NI before any appointment to this post can be confirmed.

To access a copy of the Access NI Code of Practice, please Click here

The South Eastern Health & Social Care Trust has guidance on the Recruitment of People with Criminal Convictions. To access a copy of this guidance, please Click Here

Protecting and using your information

To access a copy of the Trust’s Data Protection Policy Statement,

Click Here

THE TRUST IS AN EQUAL OPPORTUNITIES EMPLOYER

Successful applicants

may be required to attend for a Health Assessment

can expect to be placed at the minimum point of the pay scale, although a higher starting salary, within the range of the pay band may be available if the person appointed has experience relevant & equivalent to the post. Request for recognition of previous service with non-direct NHS/HSC organisations towards starting salary and incremental credit must be made via the Retained Recruitment team within 3 months from commencement of employment. Requests made after 3 months will not be considered.

If the successful candidate is an existing HSC employee moving to a higher band, AfC Pay on Promotion will apply.

are able to request Flexible Working from the 1st day of their employment. A number of flexible working provisions are offered by all HSC Organisations including Full-time working, Fixed working patterns, Part-time working, Flexi-time, Compressed/elongated hours, Average hours working patterns, Term-time working, Job-share or Homeworking for some or all of the working pattern, depending on the role being undertaken. Successful applicants are encouraged to discuss with their manager what Flexible Working provisions may be available in the role they are taking up, prior to commencing employment, to help them achieve a positive Work/Life Balance.

All staff are expected to display the HSC Values at all times