Apprentice Administrative Assistant, East London NHS Foundation Trust, Luton

Positions: x5

Weekly wage: £200.00

Working week: Monday – Friday, 9.00am – 5.00pm (37.5 hours), working various shifts

Apprenticeship duration: 12 months 

Apprenticeship level: Intermediate Apprenticeship in Business and Administration

Location:  Luton & Bedfordshire, MK41 6AT

Formed in April 2000, East London Foundation NHS Trust provides mental health and community health services in East London, England, and specialist services to a much wider area. The Trust’s vision is to make a positive difference to people's lives.

We aim to achieve this by providing the highest quality mental health and community care to our local communities. Achieving our vision means always staying true to our values and working together as a team with our patients, carers and partners. 

Our main priorities in delivering our vision and values are:

  • To improve service user satisfaction
  • To improve staff satisfaction
  • To maintain financial viability



  • To provide effective and efficient administrative support to the Service. The postholder will be expected to work as part of a team and contribute to the smooth running of services to meet and exceed needs / expectations of service users.
  • The postholder will be required to work in a busy and demanding environment and should be able to work without direct supervision and to exercise initiative.



  • To ensure that all incoming post is date-stamped and distributed to the appropriate person/s and that out-going mail is sorted according to internal, external departments and relevant agencies.
  • To receive all incoming calls to the Service and deal 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, 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 co-ordinate and oversee room bookings and report any problems as appropriate.
  • To type correspondence when required. Including letters, medical notes and tapes.
  • To maintain office filing systems and ensure information relating to service users is accessible to relevant staff, ensuring confidentiality at all times
  • To provide administrative support for presentations including setting up of equipment, providing handouts, taking minutes and providing 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. Also to attend team meetings as required by the line manager



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


Physical Effort

Continuous use of telephone and face to face contact with patients. Carrying bulky files and notes


Mental Effort

  • Frequent interruptions to reception duties.  Concentration is required when communicating with patients both face to face and via telephone


Emotional Effort

  • Dealing sensitively with clients and their families including those suffering serious mental illness.
  • Dealing with potentially verbally aggressive visitors/patients. Working Conditions
  • Requirement to sit at Reception more or less continuously

Monday – Friday, 9.00am – 5.00pm (37.5 hours), various shifts:

8am - 4pm
9am - 5pm
12pm - 8pm



  • Good standard of written and spoken English
  • Able to work as part of a team
  • Good communication/ confident of the telephone
  • Ability to deal with distressed clients in a sympathetic manner
  • 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
  • Resilient
  • Attention to detail
  • Ability to meet deadlines
  • Self-Motivated
  • A desire/interest to work within the administration field



  • GCSEs Maths and English A-D or equivalent such as Level 1 in Key Skills or Functional Skills (certificates will be required)



  • Ability to prioritise work.
  • Ability to work without the need for direct supervision
  • Excellent communication skills including excellent telephone manner.


Successful candidate will be provided with the opportunity to complete a fully certified Intermediate Apprenticeship in Business Administration, which will cover the following frame work:

Level 2 in Business Administration
Knowledge component
Employment rights and responsibilities (ERR)
Personal Learning and Thinking Skills (PLTS)

This Apprenticeship is funded for the duration of: 12 months


You will be subject to an Enhanced DBS clearance.

To support your application, please send the following documents that Natalie Henderson at

  • Up-to-date CV on a Word Document
  • Certificates in Maths and English as per qualifications required


If your application is short-listed you will be contacted by Hawk Training to conduct an initial telephone screening.

If you are succesful in the telephone screening, you will be invited to attend an assessment at East London NHS Foundation Trust in Luton on: Wednesday 14th February 2018 


Intended start date: March 2018

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