Job Overview
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.
The 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.
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 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.
Key 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.
* Play an important part in the day‑to‑day coordination of community services, ensuring people are directed to the right team at the right time.
* Receive, register and process referrals into the service, including urgent referrals, ensuring they are recorded accurately on the relevant systems and escalated to the appropriate clinical team for triage and onward action in line with local processes, protocols and service priorities.
* Support the safe coordination of community nursing and therapy access by prioritising urgent work, monitoring service queues and waiting lists where appropriate, identifying delays or potential problems early, and escalating concerns so that people can access the right care at the right time.
* Maintain accurate, up‑to‑date and confidential patient and service records across the relevant telephony, referral and patient record systems, ensuring information is entered within required timescales and in accordance with trust procedures, information governance and data protection requirements.
* Work collaboratively with clinical and administrative colleagues to support service continuity, contribute to service improvement, and help maintain a responsive single point of contact service across its operating hours, including weekends and bank holidays where required by the rota.
Benefits
Joining us means becoming part of a modern, inclusive employer that invests in staff wellbeing, development and flexible working. We are committed to helping colleagues thrive, with access to career development resources, coaching and mentoring, leadership programmes, occupational health and wellbeing support, and a culture that values collaboration, learning and improvement.
In return, we offer a supportive and well‑led team environment, a 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. We actively encourage flexible working conversations, with arrangements considered in line with the needs of the service.
This advert closes on Sunday 24 May 2026.
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