Operational Hub Administrator

Norfolk Community Health and Care NHS Trust

The closing date is 24 January 2022

Job summary

To provide comprehensive and pro-active administrative support to the Operational Contact Centre for Community Nursing and therapy. Ensuring that all administrative processes and tasks are undertaken efficiently, effectively and to a high standard; contributing to the smooth running of the Contact Centre and its overall effectiveness. Acting as the first point of contact for patients, carers and health professionals. Processing referrals to our community nurses and therapists, supporting patient care in the community.

Main duties of the job

This is a Contact Centre based role answering operational calls that come into NCH&C's Contact centre. Providing dedicated support over the telephone; using appropriate systems and software tools. Where necessary; signposting toother Service providers as appropriate.

Our main priority for these job roles is to find people with the right values, behaviours and attitudes that match our own with a commitment to our patients.

We are looking for people who can offer full or part time hours, you will be required to work shifts between 7:30 - 18:30, over 7 days a week, including Bank Holidays. Some shifts will bring an enhanced shift allowance percentage (in line with agenda for change).

Please note that all applications will be subjected to NCH&C'sshortlisting process.

About us

Would you like to be part of an organisation that is the first standalone NHS community Trust in England to be rates as "Outstanding" by the Care Quality Commission.

We currently have full time 12 month permanent contracts available within our Single Point of Contact Administration team, based at Norwich Community Hospital.

The Single Point of Contact is a non-emergency service managing in excess of 54,000 referrals in a year for our local community nursing and therapy teams, delivering care in the community.

Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.

Job description

Job responsibilities

To handle high volumes of telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on the relevant person in a timely manner

To recognise the diverse needs and individuality of the service users and to demonstrate the ability to act with tact, diplomacy and sensitivity. To communicate at the appropriate level providing clear information and guidance when dealing with patients' fears and lack of understanding. This role may regularly involve dealing with distressed or emotional patients over the phone.

To receive and process referrals into the service which may be urgent. To liaise with health professionals to triage and correctly process referrals.

To prioritise urgent referrals and to employ effective waiting list management , identifying and seeking to resolve potential problems as they arise.

To demonstrate good customer care and communication skills when communicating with the public and with other health professionals, overcoming barriers to understanding.

See job description for full range of skills and duties required.

Person Specification



  • GCSE or equivalent in English and Maths
  • NVQ 3 Business Administration or equivalent experience


  • RSA II or equivalent Typing Qualification

Personal Attributes/ Behaviours


  • Enthusiastic and motivated, Tact and diplomacy
  • Committed to providing the best possible service to patients
  • Team player
  • Able to work on own initiative



  • Office experience in private or health sector
  • Professional contact with the General Public
  • Customer Services experience


  • Previous NHS experience

Skills, Abilities and Knowledge


  • Excellent verbal and written communication skills
  • IT and Microsoft office literate
  • Ability to work effectively as part of a diverse multi-disciplinary team
  • Problem solving skills
  • Excellent attention to detail
  • Good organisational skills


  • SystmOne access and expierence

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Norfolk Community Health and Care NHS Trust


Norwich Community Hospital

Bowthorpe Road



Employer's website

https://www.norfolkcommunityhealthandcare.nhs.uk (Opens in a new tab)

For help with your application, contact:

Pete Droppert



Date posted

10 January 2022

Pay scheme

Agenda for change


Band 3


£20,330 to £21,777 a year pa



Working pattern


Reference number


Job locations

Norwich Community Hospital

Bowthorpe Road



Supporting documents

If there's technical issues with the website, contact:




0300 330 1013

Outside UK:

+44 300 330 1013

Opening times:

Monday to Friday: 8am to 6pm

Saturday: 9am to 3pm

Closed Bank Holidays including Easter Sunday, Christmas Day, Boxing Day and New Year's Day.