Operational Hub Administrator

Our Single Point of Contact (SPoC) Operational Hub plays a vital role in supporting patients, carers and healthcare professionals by coordinating access to community nursing and therapy services across Norfolk. As a Band 3 Operational Hub Administrator, you will be one of the first people patients and professionals speak to when accessing community services., Handle incoming telephone calls, emails and other communications from patients, carers and health and social care professionals; receive and process referrals into the service; identify anything urgent and ensure it is escalated appropriately; maintain accurate records on the relevant systems; liaise with community nurses, therapists and other colleagues to support safe triage and timely onward action; and signpost callers to other services when appropriate.

You will play an important part in the day-to-day coordination of community services, helping to make sure people are directed to the right team at the right time. The role requires excellent communication, sound judgement, strong administration skills and a genuine commitment to providing a helpful, professional and compassionate experience for every caller.

We are excited to be entering a new chapter as Norfolk Community Health and Care NHS Trust and Cambridgeshire Community Services NHS Trust have come together to form East of England Community Health and Care NHS Trust, one of the largest community health providers in England, serving communities across Bedfordshire, Cambridgeshire, Luton, Milton Keynes, Norfolk, Peterborough and Suffolk., East of England Community Health and Care NHS Trust delivers healthcare in people's homes, community hospitals and local settings across the East of England. We believe people are best cared for close to home and are guided by our values of Integrity, Compassion, Inclusion and Ambition.

Our Single Point of Contact (SPoC) service supports access to community nursing and therapy services, working with patients, carers, healthcare professionals and community teams to help ensure people receive the right support.

SPoC is currently involved in a wider programme exploring future community service models, including opportunities for closer place-based working. No decisions have been made regarding changes to the service or this role. Any future proposals affecting staff or services would be managed through the Trust's established consultation and organisational change processes.

As a modern and inclusive employer, we invest in staff wellbeing, learning and development, offering access to coaching, mentoring, leadership programmes and wellbeing support. In return, we provide a supportive team environment, a minimum of 27 days' annual leave plus bank holidays, rising to 33 days with service, NHS Pension Scheme membership, NHS discounts, and a wide range of learning and development opportunities. Flexible working requests are welcomed and considered in line with service needs.

Working within a busy and supportive team, you will answer calls, process referrals, maintain accurate records and help ensure information reaches the right clinical teams safely and efficiently. This role is ideal for someone with excellent customer service skills, compassion, attention to detail and the ability to remain calm when dealing with sensitive or urgent situations.
This vacancy is being offered on a 6 month fixed term basis, with both full-time (37.5 hours per week) and part-time opportunities available. The service operates Monday to Sunday, 07:30-18:30, 365 days a year, including Bank Holidays. Weekend and Bank Holiday working forms part of the rota, with appropriate NHS enhancements paid.