Admin Support
| Posting date: | 27 November 2025 |
|---|---|
| Salary: | £24,000.00 per year |
| Additional salary information: | £24000.00 a year |
| Hours: | Full time |
| Closing date: | 05 December 2025 |
| Location: | Harrow, HA1 2EY |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | B0480-25-0030 |
Summary
Harrow Health CIC Harrow Health Community Interest Company was established in 2007 by a group of Harrow GPs with a shared vision to deliver high-quality clinical care within the community. Since its inception, Harrow Health has grown significantly and now provides a wide range of clinical services. Our mission is to deliver exceptional patient care by enhancing the patient experience, ensuring clinical excellence, and maintaining a safe and supportive environment. We are committed to working collaboratively with partners across the healthcare system to provide gold-standard services and build a sustainable future for our local health community. Our Vision: To provide high quality patient care, enhancing patient experience by providing excellent clinical effectiveness in a safe environment. Working in partnership to provide gold standard services and develop a sustainable future for the local health community. Job Summary The Administrative Support role within the Complaints Team provides essential coordination, documentation, and clerical support to ensure customer complaints are handled efficiently, accurately, and in accordance with internal policies and regulatory requirements. This position supports Complaint Handlers and Team Leaders by managing correspondence, maintaining records, preparing reports, and ensuring smooth day-to-day operations. Key Responsibilities Log and assign incoming complaints in the case management system. Maintain accurate and up-to-date records for all complaint files. Track deadlines to ensure complaints are responded to within required timeframes. Prepare and send letters of acknowledgment, updates, and final response communications. Handle incoming calls and emails, providing polite and professional support to customers and third parties. Schedule meetings, prepare agendas, and take minutes for complaint review sessions. Assist Complaint Handlers by gathering documentation and evidence as needed. Support reporting activities by compiling data for internal and external audits. Update databases, spreadsheets, and reporting tools. Check for data accuracy and ensure compliance with data protection standards. Generate weekly and monthly performance reports for management. Ensure all administrative processes adhere to regulatory requirements such as FCA, Ombudsman, GDPR, or sector-specific rules. Follow internal procedures for complaint escalation and quality control. Skills and Experience Strong administrative or customer service background. Excellent organisational skills and attention to detail. Ability to manage high-volume workloads and meet deadlines. Competent user of Microsoft Office including Word, Excel, and Outlook. Strong written and verbal communication skills. Experience working in a regulated or complaints-handling environment is beneficial but not essential. Personal Attributes Proactive and self-motivated. Calm and professional under pressure. Empathetic and customer focused. Effective team player with a willingness to support others. Typical Qualifications GCSEs or equivalent. Additional administrative qualifications are an advantage. Additional Information: Appraisal Harrow Health operates a system of individual performance review/appraisal for the purpose of agreeing performance objectives and discussing development needs in line with requirements of service need in the operational plan. Clinical Governance To have responsibility for a commitment to maintaining a high quality service to patients by continual development of Service in the light of research evidence and by audit, based against clinically relevant standards. Code of Conduct for Professional Group All members of staff are required to work in accordance with their professional groups code of conduct (e.g. NMC, GMC, HCPC). This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder. Conflict of Interests You may not without the consent of Harrow Health engage in any outside employment. You must declare to your manager all private interests, which could potentially result in personal gain as a consequence of your employment position in Harrow Health. Interests that might appear to be in conflict should also be declared. DBS It is a requirement of this position that a Criminal Records Bureau disclosure at the enhanced level is undertaken. Confidentiality The post holder is required not to disclose such information, particularly that relating to patients and staff. All employees are subject to the Data Protection Act 1998 and must not only maintain strict confidentiality in respect of patient and staff records, but the accuracy and integrity of the information contained within. The post holder must not at any time use personal data held by Harrow Health for any unauthorised purpose or disclosure such as data to a third party. You must not make any disclosure to any unauthorised person or use any confidential information relating to the business affairs of Harrow Health, unless expressly authorised to do so by Harrow Health. Further guidance on confidentiality is contained within Harrow Health Information Security Management System (ISMS). Data Protection The post holder must at all times respect the confidentiality of information in line with the requirements of the Data Protection Act. This includes, if required to do so, obtain, process and/or use information held on a computer in a fair and lawful way, to hold data only for the specified registered purposes and to use or disclose data only to authorized persons or organisations as instructed. By signing the job description, you are agreeing to adhere to the NHS code of conduct Education and Training Personal continuing professional development is encouraged and an annual appraisal system is in place to discuss personal development and ongoing training/objectives. Equal Opportunities The post holder is required at all times to carry out responsibilities with due regard to Harrow Health Equal Opportunities Policy and to ensure that staff receive equal treatment throughout their employment with Harrow Health Smoking Smoking is not allowed on any part of Harrow Health premises. Health and Safety As an employee of Harrow Health, the employee has a duty under the Health and Safety at Work Act 1974, to: Take reasonable care of the health and safety of themselves and all other persons who may be affected by their acts or omissions at work. Co-operate with their employer to ensure compliance with Health and Safety legislation and the Health and Safety policies and procedures of the treatment centre, not intentionally or recklessly interfere with, or misuse, anything provided in the interests of health, safety, or welfare, in pursuance of any of the relevant statutory provisions. Risk Management All members of staff have a responsibility to report all clinical and non-clinical accidents or incidents promptly and when requested to, co-operate with any investigation undertaken. This list of duties and responsibilities is by not exhaustive and the post holder may be required to undertake other relevant and appropriate duties as reasonably required.