Senior Customer Care Administrator
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Northumbria Healthcare NHS Foundation Trust Senior Customer Care Administrator
The closing date is 12 November 2026
Job summary
We are looking to recruit a friendly, motivated and professional senior customer care administrator to join our team for a 12 month fixed term maternity cover contract.
This position will be based at NPC Rothbury. The successful candidate will be providing a high level of customer service to patients of NPC practices.
Northumbria Primary Care is a developing, dynamic organisation with a clear vision for Primary Care service delivery. We are pushing the boundaries of how we deliver our services, which is facilitating greater opportunities for our staff.
You must be able to prioritise workload without supervision and have good organisational and IT skills. Provide secretarial support to GP's and clinicians. You will be required to help out on the telephones as and when required. Answer telephone calls, respond to all enquiries, direct the public as and when appropriate, provide admin support to nursing & clinical staff. Full training will be provided on the use of SystmOne.
Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.
Please note, for Secondment roles before an application is submitted, please ensure you have received the appropriate approval and completed documentation required beforehand, as this may delay the process if an offer was to be made.
Main duties of the job
- Answer telephone calls & respond to all enquiries directing the public as appropriate
- Provide broad range of tasks and general admin and secretarial support to practice staff
- Ensure timely appointments for patients attending the GP service, triaging according to urgency
- Process patient referrals
- Ensure all Emergency Care documentation is coded & filed correctly, and copies are sent to relevant health care professionals
- Receive confidential information by telephone or face to face and input accurately into patient service systems
- Admin coding of all patient records ensuring all medical history is coded accurately and entered into the clinical system
- Contribute to the delivery of a comprehensive primary care medicine management system
- Undertake activities at practice level which contribute to the efficient and effective delivery of medicines to patients
About us
Northumbria Primary Care Ltd (NPC) is a pioneering partnership with local GPs and now manages several GP practices with around 120,000 registered patients in Northumberland and North Tyneside.
Whilst appointees will have a base practice within NPC,they may be asked to work at other practices across our group. We do however limit this as much as possible as we appreciate continuity is vital to effective primary care.
Please note that NPC is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust.
Make sure to read the 'applicant guidance notes' before submitting your application and make sure you know everything there is to know before applying to join our fantastic organisation.
Details
Date posted
29 October 2026
Pay scheme
Agenda for change
Band
Band 3
Salary
£25,760 to £27,476 a year pro rata per annum
Contract
Fixed term
Duration
12 months
Working pattern
Part-time, Flexible working
Reference number
319-8376222KD
Job locations
NPC Rothbury
Whitton Bank Road
Rothbury
NE65 7RW
United Kingdom
Job description
Job responsibilities
-
To provide a high standard of customer care to patients, relatives & visitors
-
To ensure that all patient documentation is coded & filed in a timely manner, and all relevant documentation is filed in the patient notes
-
To ensure all inpatient records are updated on SystmOne
-
Ongoing training and development with all computer systems within the department, ensuring that this information is disseminated to all members of staff who use the computer system
-
To provide support & advice to new members of staff and existing staff on SystmOne
-
To provide comprehensive administration service to practice staff include managing correspondence, taking minutes of meetings, secretarial duties and processing patient referrals
-
To process and distribute incoming (and outgoing) mail
-
To play an important patient facing role within NPC to proactively identify and work with people, including the frail/elderly and those with long-term conditions, to provide coordination and navigation of care and support across pharmacy support services
-
To provide time, capacity and expertise to support people in preparing information for the Pharmacy team to complete medication reviews
-
To contribute to the audit cycles for QOF, CQC and Quality Improvement work
-
To manage shared care agreements and support with the generation of income
-
Carries out clerical duties required by the role
Job responsibilities
-
To provide a high standard of customer care to patients, relatives & visitors
-
To ensure that all patient documentation is coded & filed in a timely manner, and all relevant documentation is filed in the patient notes
-
To ensure all inpatient records are updated on SystmOne
-
Ongoing training and development with all computer systems within the department, ensuring that this information is disseminated to all members of staff who use the computer system
-
To provide support & advice to new members of staff and existing staff on SystmOne
-
To provide comprehensive administration service to practice staff include managing correspondence, taking minutes of meetings, secretarial duties and processing patient referrals
-
To process and distribute incoming (and outgoing) mail
-
To play an important patient facing role within NPC to proactively identify and work with people, including the frail/elderly and those with long-term conditions, to provide coordination and navigation of care and support across pharmacy support services
-
To provide time, capacity and expertise to support people in preparing information for the Pharmacy team to complete medication reviews
-
To contribute to the audit cycles for QOF, CQC and Quality Improvement work
-
To manage shared care agreements and support with the generation of income
-
Carries out clerical duties required by the role
Person Specification
Qualifications / Professional Registration
Essential
- GCSE Grade A-C in English Language and Mathematics or equivalent qualification and/or experience
- Vocational Level 3 in relevant subject or equivalent qualification and/or experience
Desirable
- Primary Care or Pharmacy Experience.
Experience and knowledge
Essential
- Experience of working within a healthcare setting.
Desirable
- Audit experience.
Other Requirements
Essential
- You may also need to travel between Trust premises as required for the performance of your duties. You may also be expected to work at any of the trust sites. The Trust would consider making reasonable adjustments to the role, if necessary, to enable a disabled person to undertake the role.
Qualifications / Professional Registration
Essential
- GCSE Grade A-C in English Language and Mathematics or equivalent qualification and/or experience
- Vocational Level 3 in relevant subject or equivalent qualification and/or experience
Desirable
- Primary Care or Pharmacy Experience.
Experience and knowledge
Essential
- Experience of working within a healthcare setting.
Desirable
- Audit experience.
Other Requirements
Essential
- You may also need to travel between Trust premises as required for the performance of your duties. You may also be expected to work at any of the trust sites. The Trust would consider making reasonable adjustments to the role, if necessary, to enable a disabled person to undertake the role.
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
Northumbria Healthcare NHS Foundation Trust
Address
NPC Rothbury
Whitton Bank Road
Rothbury
NE65 7RW
United Kingdom
Employer's website
https://www.northumbria.nhs.uk/ (Opens in a new tab)
Employer details
Employer name
Northumbria Healthcare NHS Foundation Trust
Address
NPC Rothbury
Whitton Bank Road
Rothbury
NE65 7RW
United Kingdom
Employer's website
https://www.northumbria.nhs.uk/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Senior Admin Lead
Laura Longstaff
01669620339
Details
Date posted
29 October 2026
Pay scheme
Agenda for change
Band
Band 3
Salary
£25,760 to £27,476 a year pro rata per annum
Contract
Fixed term
Duration
12 months
Working pattern
Part-time, Flexible working
Reference number
319-8376222KD
Job locations
NPC Rothbury
Whitton Bank Road
Rothbury
NE65 7RW
United Kingdom
Supporting documents
Privacy notice
Northumbria Healthcare NHS Foundation Trust's privacy notice (opens in a new tab)
Support links
© Crown copyright
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