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The Business Support Administrator will provide an excellent customer experience for patients and professionals contacting the Single Point of Access (SPA) by telephone, by email and by post, as the first point of contact to HCRG Care Group Services. The Business Support Administrator will support the effective filtering and directing of telephone calls and correspondence for Surrey Children’s Community Services and where required, with partner organisations. This role will also support the wider business support function in providing administrative and organisational support across the full range of office and service activities. This is a demanding role requiring high levels of administrative and communication skills and the ability to work proactively as part of a team.
Job Responsibility:
Screen and triage referrals into the Single Point of Access (SPA) from GPs, service users, carers, and partner organisations
Direct referrals to appropriate professionals, manage incorrect referrals, and ensure urgent cases are escalated promptly
Follow protocols to ensure accurate, timely allocation of referrals and maintain confidentiality on client systems
Provide signposting to HCRG Care Group services and other agencies
Handle call-backs to referrers, data cleansing, appointment booking/rescheduling, and issuing correspondence to patients
Maintain and update clinical systems, databases, and clinic templates
Provide general administrative support, including stock ordering, correspondence handling, information distribution, and minute-taking
Support safeguarding processes: manage documentation for police domestic violence notifications, coordinate strategy meetings, and process child protection/Marac correspondence
Work flexibly to cover colleagues and ensure service priorities are met
Requirements:
Good general education to at least GCSE level or equivalent, including Maths and English
Administrative experience in a busy, customer facing environment
Excellent customer services skills
Accurate and efficient keyboard skills
High levels of computer literacy – to include a good working knowledge of Microsoft Office packages including Outlook, Word, Excel
Ability to work as part of a team
Effective interpersonal and communication skills, both verbal and written
Good telephone manner
Polite and helpful customer service skills
Ability to work with discretion, sensitivity and maintain confidentiality
Good planning and organisational skills and ability to meet deadlines
Ability to prioritise and manage workload in busy environment
Nice to have:
Minute taking
Knowledge of clinical systems or databases
the successful applicant will need to be a car driver
What we offer:
Flexible Shift Booking – Self-book bank shifts and request time off up to six weeks in advance for a better work-life balance
Wagestream Access – Track and access earned wages anytime, avoiding high-interest loans or overdrafts
Professional Growth – Gain experience across various services, access free training, and join our Strive for Better professional network
24/7 Well-being Support – Free counselling, legal advice, financial guidance, and career coaching
Innovative Culture – Share ideas, apply for national funding, and contribute to service improvements
Recognition & Engagement – Nominate colleagues for awards and participate in executive Q&A sessions
Commitment to Excellence – Be part of a team with "Good" or "Outstanding" CQC-rated services