Job Summary
An exciting opportunity has arisen within the Single Point of Contact (SPOC) part of Adult Community Services to join the team as a Communications Officer. This role provides high‑level customer service as a first point of contact, answering telephone calls for the service 7 days a week. The successful applicant will demonstrate strong communication skills, be able to actively listen and respond quickly and confidently, and have experience in a call centre environment. Excellent computer and keyboard skills are required to enter patient information, send emails, and pick up electronic tasks. The post is permanent, requiring flexible shifts during weekdays, evenings, weekends and bank holidays. This role is not on the Home Office list of occupations eligible for sponsorship under the Skilled Worker route.
Main duties of the job
* Provide a vital link via telephone and electronic tasks 365 days a year between all Adult Community Nursing service providers, members of the public and other services users, and carry out administration duties in a manner that supports departmental targets and ensures compliance with standard operating procedures.
* Receive all incoming calls for Adult Community Nursing Services, including taking and making referrals, receiving and passing messages to professionals and non‑professionals, and responding to enquiries via telephone, electronic tasks or other communication systems.
* Liaise with service users to ensure messages are passed to the appropriate teams for action.
* Manage difficult conversations using good listening skills, remaining diplomatic and acting as a positive ambassador to meet service user needs.
* Follow agreed protocols when dealing with potential and actual complaints in accordance with the policies of Mid Yorkshire Teaching NHS Trust.
* Maintain and develop good working relationships with all community teams, Allied Health Professionals, patients and their relatives.
* Record and receive information via SystmOne and assist in the organisation and maintenance of effective manual and electronic patient records.
* Book agency staff on behalf of District Nurses (e.g., Marie Curie Nurses) following agreed protocols.
About Us
We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff members work in patient homes, the community and our three hospitals in Pontefract, Dewsbury and Pinderfields (Wakefield). We prioritise continuous improvement, people and values to deliver excellent patient experience, and support work‑life balance in a diverse, inclusive environment. Our staff networks offer safe spaces for honest conversations and support equality, diversity and inclusion. Members receive the NHS pension plan, generous holiday allowance, employee health and wellbeing services and extensive benefits including onsite nurseries, childcare vouchers, home electronics schemes and carer‑friendly policies.
Details
Date posted: 23 February 2026
Pay scheme: Agenda for change
Band: Band 2
Salary: £24,465 a year
Contract: Permanent
Working pattern: Full‑time
Reference number: 001067
Job location: Hollywell Lane, Castleford, West Yorkshire, WF10 3HH
Job responsibilities
* Good standard of education in English and Maths
* RSA I or equivalent in Typewriting / Word Processing or equivalent experience
* Previous experience of working within a call centre / customer service environment
Person Specification
Please click 'apply now' to view the full person specification (there is no obligation to submit an application).
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission to the Disclosure and Barring Service to check for any previous criminal convictions.
Employer details
Employer name: The Mid Yorkshire Teaching NHS Trust
Address: Hollywell Lane, Castleford, West Yorkshire, WF10 3HH
Website: https://www.midyorks.nhs.uk/
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