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Business Admin Apprentice - Luton Community Mental Health Hub

East London NHS Foundation Trust
Luton, Bedforshire
£13,896 a year pa
Closing date
26 Sep 2023
East London Foundation Trust has a strong commitment to providing high-quality care to those who need our services, as well as a strong culture of learning and of developing individuals and teams.

We are recruiting for a business administration apprentice to join the Luton Community Mental Health Hub on a fixed term basis. The apprenticeship standard to be undertaken will be business administration Level 3.

The role will provide effective and efficient administrative, clerical and/or customer service support to the department. The post holder will be expected to work flexibly within the team and contribute to the smooth functioning of systems in place.

Main duties of the job

As an apprenticeship role, the post holder will also be required to complete their assigned apprenticeship standard within the allotted fixed term period. The department will provide an average of six hours per week for the post holder to evidence their knowledge, skills and behaviour to the training provider.

The post holder will feel passionate about contributing to the health and wellbeing of our local communities. He/she will want to develop their career in the NHS and demonstrate a commitment to learning and desire to complete an apprenticeship qualification alongside work-based learning.

The responsibilities of the role are to support and engage with different parts of the organisation and interact with internal or external customers. With a focus on adding value, the role of business administrator contributes to the efficiency of an organisation, through support of functional areas, working across teams and resolving issues as requested. The flexibility and responsiveness required allows the apprentice to develop a wide range of skills.

About us

Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations

Job description

Job responsibilities

The business administrator is expected to deliver their responsibilities efficiently and with integrity showing a positive attitude. The role involves demonstrating strong communication skills (both written and verbal) and adopting a proactive approach to developing skills. The business administrator is also expected to show initiative, managing priorities and own time, problem-solving skills, decision-making and the potential for people management responsibilities through mentoring or coaching others.
  • Produce accurate records and documents including, but not limited to, emails, letters, files, payments, reports and proposals
  • To ensure that all incoming correspondence (both electronic and manual) is dealt with and responded to in an accurate and timely fashion, redirected to appropriate respondents where required, and escalated as needed.
  • Drafting and sending outgoing electronic and manual correspondence, including reminding patients of forthcoming appointments and to post other correspondence related to patients, careers, GPs, schools etc
  • To format reports on Microsoft Office Word and other software, as well as other general word processing duties, including general correspondence, appointment letters, clinic outcome letters.
  • To receive all incoming calls to the Service and deal with appropriately in a courteous and helpful manner
  • To deal with a range of queries from the public and other agencies in a polite and helpful manner, whilst working in reception also by telephone and face to face encounters, seeking advice and guidance from Team Secretaries or Operational Manager.
  • To take and promptly pass on accurate notes and information, exercising independent judgment and discretion when handling, monitoring and filtering calls within data protection, customer care and confidentiality guidelines.
  • To ensure that calls from anxious and distressed patients and carers are dealt with appropriately and referred to the correct system internally.
  • To manage the diary and appointments system and inform clinicians of their appointment arrivals.
  • To ensure that staff have filled in their diary and updated the appointment system.
  • To co-ordinate and oversee room bookings and report any problems as appropriate.
  • To type correspondence when required.
  • To maintain office filing systems and ensure information relating to service users is accessible to relevant staff, ensuring confidentiality at all times.
  • To maintain a standard filing system ensuring that the filing of patient notes, correspondence, questionnaires etc are kept up to date in line with record keeping policies
  • To open, close and archive and file patient files as appropriate in line with recording keeping policy
  • To book interpreters and translators for clients appointments and monitor confirmation of bookings and action as appropriate.
  • To ensure there is an adequate supply of all forms and adequate stationery supplies, letterheads, information leaflets, appointment cards etc available for colleagues and service users.
  • To update patient information on files and on IT database systems ensuring data quality is monitored and any concerns raised.
  • To undertake general office duties including: photocopying, collating and binding of documents, filing, laminating faxing etc as required.
  • To provide administrative support to the service for presentations including setting up of equipment, providing handouts and refreshments as appropriate
  • To ensure that office equipment is maintained and reported for repair as necessary and that the office, reception area and waiting room is kept clean and tidy at all times.
  • To receive regular one to one and team supervision from the line manager.
  • To work flexibly in order that essential priority tasks are covered and dealt with, including covering reception when required.
  • To report to the the line manager any issues that are of concern relating to health and safety of the building.
  • To have excellent verbal, written and communication skills
  • To assist in inducting new staff to reception, filing and administration system
  • To have the ability to remain calm and sensitive in difficult and stressful situations
  • To Provide administration support to community clinics as required.

  • IT Skills
  • To use multiple IT packages and systems software relevant to the department to carry out a range of administrative tasks as outlined above
  • To choose the most appropriate IT solution to suit the business problem
  • To update and review databases, record information and produce data analysis where required as it relates to the department, patients or staff groups
  • Planning and organisation skills
    • To effectively manage competing priorities and own time to successfully meet deadlines.
    • To organise meetings and events, take minutes during meetings and create action logs as needed.
    • To use relevant project management principles in the course of carrying out duties to scope, plan, monitor and report any projects undertaken, and lead projects when required.
  • Behaviours and personal qualities
    • Exercise proactivity and good judgement when carrying out tasks.
    • Make effective decisions based on sound reasoning and deal with challenges in the course of duties in a mature way.
    • To seek advice from more experienced team members where appropriate or necessary.
    • To build and maintain positive relationships within own team and across the organisation
    • To review work and processes, and to identify, suggest and implement new ways of working where appropriately, influence and challenge using correct channels and appropriate professionalism
    • To role model positive and professional behaviours at all times and share best practice across the organisation.
    • Complete tasks to a high standard.
    • To demonstrate necessary level of expertise required to complete tasks and to continuously strive to improve work
    • To demonstrate excellent verbal, written and communication skills.
    • To use the most appropriate channels to communicate effectively.
    • To apply problem solving skills to resolve challenging or complex issues.
    • To behave in a professional manner, including personal presentation, respect, punctuality and attitude to colleagues, clients and key stakeholders.
    • To adhere to the code of conducts set out by the organization.
    • To take responsibility for own work, accepting feedback in a positive way, using initiative and demonstrating resilience.
    • To accept and deal with changing priorities both in relation to own work and to the organisation


    1. . To undertake professional and personal development as agreed with line manager and participate in regular supervision and appraisal.

    2 . To attend appropriate IT and administrative training courses
  • To attend staff, administration and team meetings.
  • Adopt and implement agreed service developments in line with the Directorate and Trust objectives
  • Responsible for own personal development

  • Person Specification

    Education/ Qualification/ Training


    • Level 2 English and maths at Grade C/4 or above OR willingness to work towards these qualifications during the apprenticeship



    • Working In a Team.


    • Experience of working in an office environment
    • Working as part of an administrative team
    • Working with people suffering from mental ill health
    • Experience of providing admin support within a health or social services setting

    Knowledge and Skills


    • Basic Computer Literacy including word processing and data entry. Effective IT skills in Microsoft Word, Excel and Outlook.
    • Ability to maintain strict confidentiality in all matters relating to clients
    • Equal Opportunities
    • Confidentiality
    • Good standard of written and spoken English
    • Ability to prioritise work.
    • Ability to work without the need for direct supervision
    • Ability to deal with distressed clients in a sympathetic manner.
    • Understanding of the NHS and the environment it operates in
    • Knowledge of the Trust values


    • Excellent communication skills including excellent telephone manner.
    • Familiarity with switchboard duties.
    • An Understanding of Office Procedures.
    • Knowledge of the data protection act and Caldicott.



    • Willingness and commitment to complete the apprenticeship qualification alongside work duties
    • Professional Accountability
    • Flexibility
    • Communication Skills
    • Polite and Friendly


    • Ability to work on own initiative

    Employer details

    Employer name

    East London NHS Foundation Trust


    Charter House

    Alma Street

    Luton, Bedforshire

    LU1 2PJ

    Any attachments will be accessible after you click to apply.


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