National Supply Disruption Response – Case Administrator

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Leeds, London

About the job

Job summary

In the Department of Health and Social Care, we are proud of our purpose – to enable everyone to live more independent, healthier lives for longer. To achieve this, and create a great place to work, we have four values: we are inclusive, we constantly improve, we challenge, and we are agile. If this sounds like an environment you would like to work in, we would love to hear from you.

If you like being at the heart of things, working on some of the most important issues effecting people across the UK, then working in the National Supply Disruption Response (NSDR) is the right place for you. Our team acts as a single point of contact when a provider, supplier or research body has exhausted all other options available to them to maintain supply of medical products. We are a UK-wide service working closely with the NHS and national governments of Scotland, Wales, Northern Ireland and the Crown Dependencies.

Job description

The Case Administrator role sits within the NSDR’s Complex Case Investigation and Management (CCIM) team, which is a customer-facing operational team. The team manages a 0800 national supply incident helpline and responds to notifications of medical product shortages from product suppliers, NHS Trusts, social care providers and other health and care partners from across the UK. Working with other UK delivery partners, the team actively logs, investigates, and resolves supply disruptions, including arranging emergency freight solutions via the NSDR’s Freight Desk.

The Case Administrator will play a key role supporting the work of the NSDR in managing medical supply disruptions. This customer-facing role requires the ability to provide an effective and professional approach to handling incoming customer queries. The successful candidate will provide an accessible and inclusive service to customers, providing clear signposting, guidance and information to resolve their queries. The role will also include processing information on our central systems accurately and efficiently.

The post holder will:

• Be the first point of contact for originators, provide an exceptional level of customer service, have the ability to quickly establish the nature of the query, assemble key facts and identify the correct response pathway.
• Ensure accurate and sustained record management; within the case management system, shared outlook inbox and team exchange file-sharing site.
• Be responsible for monitoring the shared mailbox and liaising with team members to provide prompt responses to emails related to a wide range of NSDR cases.
• Work with internal and external stakeholders and NSDR colleagues to ensure information flows to support successful case resolution.
• Provide administrative support across the team; from arranging and attending meetings, note taking, recording and monitoring actions, inbox management and daily reporting.

Person specification

Essential:

• Able to work at pace with excellent organisational skills; a good multi-tasker that can prioritise effectively to manage workload in demanding situations.
• Strong administrative skills and experience, problem solving ability, and a high level of accuracy when completing actions.
• Good team player with the ability to build and maintain effective relationships with key stakeholders and team members.
• Effective written and verbal communication skills.
• Proficient in Microsoft Word, PowerPoint, Excel, Outlook and Teams (with additional training available to further knowledge of these programmes).

Desirable:

• Has experience of an office administration, call centre or project support officer role.

Behaviours

We’ll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Working Together
• Delivering at Pace

Benefits

Alongside your salary of £28,433, Department of Health and Social Care contributes £8,237 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Mary McDonagh
• Email : mary.mcdonagh@dhsc.gov.uk

Recruitment team

• Email : dhscrecruitment.grs@cabinetoffice.gov.uk

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact the DHSC Central Recruitment Team at DHSCrecruitment@dhsc.gov.uk

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: https://civilservicecommission.independent.gov.uk/contact-us/

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