Summary
Overview
Work history
Education
Skills
Languages
References
Timeline
Generic

Jabir Mughal

Bradford,West Yorkshire

Summary

Experienced NHS administrator with 15 years of service across clinical and operational settings, including frontline call handling, system support, and team supervision. Skilled in SystmOne usage, smartcard administration, and managing hospital discharge referrals for safe transfer of care to community nursing. Known for resolving system issues independently, supporting data quality improvements, and guiding staff through technical challenges.

Trusted for professional communication, adaptability, and leadership — having supervised two call handler teams and liaised across clinical and non-clinical services. Passionate about digital transformation in healthcare and committed to improving system usability for frontline teams. Seeking to transition into NHS digital roles where practical experience, service insight, and a proactive mindset can drive meaningful improvement.

Overview

15
15
years of professional experience
16012
16012
years of post-secondary education

Work history

Call Handler / Administrator

Bradford District Care NHS Foundation Trust
Bradford, West Yorkshire
10.2010 - Current

Administration Experience

  • Managed patient records and referral workflows using SystmOne
  • Created and maintained Physical Health rota templates to support service delivery across multiple teams
  • Received and processed eReferrals from hospital discharge teams for safe transfer of care to community nursing
  • Troubleshot system issues independently, often outside core hours
  • Acted as Smartcard Administrator: unblocked cards, renewed certificates, liaised with RA teams
  • Supported clinical teams with data quality improvements and system usage
  • Maintained secure access protocols and upheld data governance standards
  • Working Independently un managed


Frontline Call Handling Experience

  • Responded to incoming referrals and urgent calls across mental and physical health services, primarily physical health
  • Triaged patient needs and directed queries to appropriate clinical teams
  • Provided accurate information and reassurance to service users, carers, and professionals
  • Documented all interactions clearly and in line with NHS standards
  • Maintained calm and professional communication during high-pressure and sensitive situations
  • Adapted quickly to changing priorities and service demands
  • Working Out of Hours managing own workload without any leadership present


Administration Team Supervisor

  • Supervised two call handler teams (Mental Health and Physical Health), approx. 30 staff
  • Designed and managed rotas to ensure consistent service coverage for 9-5 service as well as 24 hour service
  • Supported staff wellbeing and performance through mentoring and guidance
  • Conducted interviews and contributed to onboarding recruitment and selection
  • Dealt with External Agencies for temporary staff provisions
  • Created training action plans tailored for new starters as well as refresher training for existing staff
  • Liaised with IT Departments and RA Departments for setting up of new staff members
  • Acted as point of escalation for complex queries and operational issues
  • Promoted collaborative working and upheld service standards across teams

Education

NVQ Level 3 - Customer Service

EDI Certificate Pearson
Bradford
03.2013 - 06.2014

A-Levels - Information & Communication Technology

OCR
Bradford
09.2001 - 09.2003

GCSEs - English

AQA
Bradford

GCSEs - Mathematics

AQA
Bradford

GCSEs - IT

OCR
Information Studies

GCSEs - Science

OCR
Bradford

RSA Text Processing Level 1 Part 1 - Text Processing

OCR
Bradford

RSA Word Processing Level 1 Part 2 - Text Processing

OCR
Bradford

RSA Work Processing Level 2 Part 1 - Text Processing

OCR
Bradford

Senior Grade Three Spoken English Assessment - English Speaking

English Speak Board (International)
Bradford

Skills

  • Experienced SystmOne User – Skilled in patient record management, rota templates, and referral workflows
  • eReferral Processing – Receive and manage hospital discharge referrals for transfer of care to community nursing
  • Smartcard Administration – Managed access, unblocked cards, renewed certificates, liaised with RA teams
  • Data Quality Support – Helped clinical teams improve accuracy and completeness of patient records
  • Training & Guidance – Provided informal support to colleagues on system use and troubleshooting
  • Problem Solving – Resolved common configuration and access issues independently
  • Communication Across Teams – Liaised effectively with clinicians, administrators, and external stakeholders
  • Leadership & Supervision – Supervised call handler teams, managed rotas, supported staff performance
  • Governance & Information Security – Maintained secure access protocols and upheld data governance standards
  • Adaptability & Autonomy – Trusted to work independently and respond to urgent issues with minimal supervision
  • Commitment to Digital Transformation – Passionate about improving system usability and supporting frontline staff

Languages

English
Native
Urdu
Advanced
Punjabi
Fluent

References

References available upon request.

Timeline

NVQ Level 3 - Customer Service

EDI Certificate Pearson
03.2013 - 06.2014

Call Handler / Administrator

Bradford District Care NHS Foundation Trust
10.2010 - Current

A-Levels - Information & Communication Technology

OCR
09.2001 - 09.2003

GCSEs - English

AQA

GCSEs - Mathematics

AQA

GCSEs - IT

OCR

GCSEs - Science

OCR

RSA Text Processing Level 1 Part 1 - Text Processing

OCR

RSA Word Processing Level 1 Part 2 - Text Processing

OCR

RSA Work Processing Level 2 Part 1 - Text Processing

OCR

Senior Grade Three Spoken English Assessment - English Speaking

English Speak Board (International)
Jabir Mughal