Overview
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. You will work within a busy and supportive team, answering calls, processing referrals, maintaining accurate records and helping ensure information reaches the right clinical teams safely and efficiently.
Responsibilities
* 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.
* Signpost callers to other services when appropriate.
Qualifications
* Excellent customer service skills, compassion and attention to detail.
* Strong communication skills with the ability to remain calm when dealing with sensitive or urgent situations.
* Sound judgement and strong administration skills.
* Genuine commitment to providing a helpful, professional and compassionate experience for every caller.
Benefits
* Minimum of 27 days annual leave plus bank holidays, rising to 33 days with service.
* Access to the NHS Pension Scheme.
* Wellbeing support, NHS discounts and comprehensive in‑house and external learning and development opportunities.
* Flexible working arrangements where possible.
Working Hours & Contract
This vacancy is being offered as a 9‑month fixed‑term contract to provide maternity cover, working 37.5 hours per week. 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.
About the Trust
East of England Community Health and Care NHS Trust delivers expert healthcare in the East of England. The Trust serves communities across Bedfordshire, Cambridshire, Luton, Milton Keynes, Norfolk, Peterborough and Suffolk. The Vision is “Transforming lives and building healthier communities together” and the values of Integrity, Compassion, Inclusion and Ambition shape how the Trust works with patients, carers, colleagues and partners every day.
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