• Job Description

  Req#: C9301-25-0955?language=en&page=393&sort=publicationDateDesc

  Job summary

  We are offering an opportunity to join our LAP Call Handling Team as a Triage Administrator based in Cheadle, Stoke on Trent.

  You will be acting as the first point of contact for all messages; queries and referrals to the Community Nursing Services in North Staffordshire and be responsible for providing high-quality customer service and resolution of queries and directing callers to the most appropriate service for ongoing care support and advice.

  You will be required to identify and forward urgent calls and enquiries direct to the triage nursing team if unable to be dealt with at source, requiring nursing expertise.

  Excellent communication skills, compassion and patience are key to this role. You will often be the first person to contact a patient or family following discharge from hospital so will have to regularly communicate with people experiencing a range of emotions including regular communication with distressed patients and family members who may have just been given a terminal diagnosis or poor prognosis.

  To ensure the effective running and efficiency of the team you will be required to have knowledge and skills in use varying I.T systems.

  Main duties of the job

  As administrator for this service, as part of this role you will be expected to:

  • Action appropriate referrals ensuring the demographics are correct and plan outcome within agreed scope. Returning any inappropriate referrals back to the sender for further information.
  • Ensuring a minimum standard of information is recorded for all referrals and messages to the service. This may include contacting the referrer or patient if the call is not taken directly by the call handler.
  • Process referrals on electronic clinical systems following agreed protocols; ensuring all new referrals are sent to the clinical triage team in a timely way.
  • Demonstrate activities to new starters, support induction for new staff and maintain an up-to-date new starter handbook.
  • Participate in team meetings and huddles, taking minutes and completing actions as appropriate.
  • Work in collaboration with the PALS service to capture service user feedback using this to drive service improvements.

  About us

  Come and work with us at our award-winning NHS Trust, leading the way for trying new and better ways of working to help improve life for our local communities.

  We have around 9,000 staff who provide physical and mental healthcare, support for people with learning disabilities, and adult social care across Staffordshire, Stoke-on-Trent, Shropshire, and Telford & Wrekin. We also run regional and national services, including help for new parents (perinatal care), eating disorders, forensic services, sexual health, and support for people in prison with mental health, drug, or alcohol problems.

  We offer great career development for both clinical and non-clinical roles, with ongoing training and support to help you learn and grow.

  We are 'United in our Uniqueness' and committed to creating a workplace where everyone feels welcome and can be themselves, no matter their background or identity. We want our staff to feel supported and valued, and we aim to build a team that reflects the communities we serve. Together, we can make sure every voice is heard, and every difference is respected.

  Please note, we may be required to close this vacancy early if we receive a high volume of applications

  Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI you must state this in your application.

  Details

  Date posted

  07 August 2025

  Pay scheme

  Agenda for change

  Band

  Band 3

  Salary

  £24,937 to £26,598 a year PA

  Contract

  Permanent

  Working pattern

  Full-time, Part-time

  Reference number

  301-SB-25-7358435

  Job locations

  Cheadle Hospital

  Cheadle, Stoke on Trent

  ST10 1NS

  
  

  Job description

  Job responsibilities

  For further information regarding this role, please see attached the Job Description and Person Specification.

  Job description

  Job responsibilities

  For further information regarding this role, please see attached the Job Description and Person Specification.

  Person Specification

  Criteria

  Essential

  • GCSE English (Grade C or above) or equivalent experience

  Desirable

  • NHS experience

  Criteria

  Essential

  • I.T. qualification (ECDL; CLAIT) or equivalent experience/competency.

  Desirable

  • Demonstrates MPFT values and behaviours.

  Person Specification

  Criteria

  Essential

  • GCSE English (Grade C or above) or equivalent experience

  Desirable

  • NHS experience

  Criteria

  Essential

  • I.T. qualification (ECDL; CLAIT) or equivalent experience/competency.

  Desirable

  • Demonstrates MPFT values and behaviours.

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Employer details

  Employer name

  Midlands Partnership NHS Foundation Trust

  Address

  Cheadle Hospital

  Cheadle, Stoke on Trent

  ST10 1NS

  
  

  Employer's website

  https://www.mpft.nhs.uk (Opens in a new tab)

  Employer details

  Employer name

  Midlands Partnership NHS Foundation Trust

  Address

  Cheadle Hospital

  Cheadle, Stoke on Trent

  ST10 1NS

  
  

  Employer's website

  https://www.mpft.nhs.uk (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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