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Prif leoliad
SPoC Operational Hub Administrator
Gradd
Band 4
Contract
Parhaol
Oriau
Llawnamser - 37.5 awr yr wythnos
Cyfeirnod y swydd
839-8241211-RB
Cyflogwr
East of England Community Health and Care NHS Trust
Math o gyflogwr
NHS
Gwefan
Norwich Community Hospital
Tref
Norwich
Cyflog
£28,392 - £31,157 per annum
Cyfnod cyflog
Yn flynyddol
Yn cau
01/09/2026 23:59
Dyddiad y cyfweliad
14/09/2026

Teitl cyflogwr

NHS

SPoC Operational Hub Coordinator

Band 4

East of England Community Health and Care NHS Trust delivers expert healthcare in people’s homes, community hospitals and local settings across the East of England.

Our nurses, therapists, clinicians, support teams and partners work together to provide coordinated care that supports independence, recovery and wellbeing. We believe people are best cared for close to home, in the communities where they live and belong.

By combining professional expertise with strong local relationships, we help people stay well, feel supported and access the right care at the right time. Expert healthcare, close to home, trusted by our communities.

Different ideas, experiences and backgrounds make us stronger and more creative and applications from all walks of life are welcomed. Our processes ensure that all applicants are treated fairly at every stage of the recruitment process. 

East of England Community Health and Care NHS Trust is committed to creating a modern and inclusive work environment. We actively promote flexible working opportunities where possible to meet the needs and wishes of our workforce and maintain and improve their wellbeing. We also offer flexible working patterns and we would encourage you to discuss this with the recruiting manager before or during the application process if this would interest you.

We welcome applications from people who share our values and can help us deliver outstanding care in our local community.

Please note, the selection processes at East of England Community Health and Care NHS Trust are in place to ensure we recruit candidates with the right values and skills, please be advised that the use of AI in applications are monitored. We remain watchful of candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills.

Before applying for this vacancy, please make sure you’re familiar with ongoing GOV.uk sponsorship eligibility criteria which will impact the organisations ability to provide sponsorship, whether this is currently or in the future.

Trosolwg o'r swydd

Following the recent merger of Norfolk Community Health and Care NHS Trust and Cambridgeshire Community Services NHS Trust, we are now proud to be part of East of England Community Health and Care NHS Trust (EECH) – one of the largest community healthcare providers in England, delivering services across a wide geographical area and supporting thousands of patients every day.

We are looking for an enthusiastic, motivated and experienced Operational Hub Coordinator to join our award-winning Single Point of Contact (SPoC) team based at Norwich Community Hospital.

This is an exciting opportunity for someone who enjoys leading people, solving problems, improving processes and ensuring patients receive timely access to the care and support they need.

As a key member of the SPoC leadership team, you will support the day-to-day operation of a busy contact centre environment, providing supervision and support to Operational Hub Administrators whilst ensuring referrals, calls and electronic tasks are managed safely, efficiently and to a high standard.

Prif ddyletswyddau'r swydd

As an Operational Hub Coordinator, you will:

  • Provide day-to-day supervision and support to the SPoC team
  • Conduct regular supervisions, feedback sessions and annual PDP reviews
  • Support recruitment, induction, training and development of staff
  • Monitor call quality, referral quality and performance standards
  • Produce audits, reports and performance data
  • Assist with rota management and service staffing requirements
  • Act as a point of escalation for complex referrals, complaints and operational issues
  • Support service improvement initiatives and process development
  • Work closely with Clinical Operations Managers, Clinical Leads and community teams across Norfolk
  • Help ensure patients receive a safe, responsive and high-quality service every day.

Gweithio i'n sefydliad

East of England Community Health and Care NHS Trust (EECH) was formed through the merger of Norfolk Community Health and Care NHS Trust and Cambridgeshire Community Services NHS Trust, creating one of the largest providers of community healthcare services in England.

We provide a wide range of community, specialist and children's services, supporting patients and their families to receive high-quality care closer to home. Our staff work across a diverse range of settings, including community hospitals, clinics, patients' homes and administrative support services.

At EECH, our people are at the heart of everything we do. We are committed to creating an inclusive, supportive and compassionate working environment where staff feel valued, respected and empowered to develop their careers. We actively encourage innovation, continuous improvement and collaborative working to ensure we deliver the best possible outcomes for the communities we serve.

The Single Point of Contact (SPoC) is a vital service within the Trust, acting as the gateway to community nursing and therapy services across Norfolk. Our teams support thousands of patients, carers and healthcare professionals each year, ensuring referrals and enquiries are managed efficiently, safely and compassionately.

 

Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

  • Provide day-to-day supervision and support to the SPoC team
  • Conduct regular supervisions, feedback sessions and annual PDP reviews
  • Support recruitment, induction, training and development of staff
  • Monitor call quality, referral quality and performance standards
  • Produce audits, reports and performance data
  • Assist with rota management and service staffing requirements
  • Act as a point of escalation for complex referrals, complaints and operational issues
  • Support service improvement initiatives and process development
  • Work closely with Clinical Operations Managers, Clinical Leads and community teams across Norfolk
  • Help ensure patients receive a safe, responsive and high-quality service every day.
Please see full Job Description and Person Specification 

Manyleb y person

Qualifications

Meini prawf hanfodol
  • GCSEs Level 4/ Grade C or above in English and Maths, or equivalent
  • Higher level of education (e.g. NVQ Level 3 Business Administration or equivalent experience)
Meini prawf dymunol
  • RSA II or equivalent typing qualification

Experience

Meini prawf hanfodol
  • Proven ability to demonstrate systematic approach to prioritisation or work and cope under pressure to meet deadlines
  • Professional contact with the General Public
  • Customer Care experience
  • Ability to analyse performance reports
  • Ability to take minutes
  • Previous NHS experience
  • SystmOne experience

Skills, Abilities and Knowledge

Meini prawf hanfodol
  • Comprehensive working knowledge of Microsoft Office
  • Excellent verbal and written communication skills
  • Supervisory and management skills
  • Ability to work to work on own initiative and manage own workload
  • Ability to work without direct supervision
  • Excellent organisational and problem solving skills
  • Excellent attention to detail
  • Proven ability to demonstrate systematic approach to prioritisation or work and cope under pressure to meet deadlines
  • Keyboard skills

Communication

Meini prawf hanfodol
  • Able to communicate effectively in written and verbal English language

Personal and People Development

Meini prawf hanfodol
  • Enthusiastic and motivated
  • Committed to providing the best possible service to patients
  • Team Player
  • Articulate, calm, polite and well-motivated
  • Ability to work on own initiative
  • Tact and diplomacy

Other

Meini prawf hanfodol
  • Flexibility to travel to other sites
  • Able to make own travel arrangements
  • Able to work shift patterns

Bathodynnau ardystio / achredu cyflogwyr

Carers Friendly Tick award EmployersSunflower Hidden DisabilitiesApprenticeships logoNo smoking policyPositive about disabled peopleAge positiveDisability confident leaderMindful employer.  Being positive about mental health.Care quality commission - OutstandingStep into healthArmed Forces Covenant Bronze AwardArmed Forces Covenant

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Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol

Enw
Pete Droppert
Teitl y swydd
Administration Service Manager
Cyfeiriad ebost
[email protected]
Rhif ffôn
07841 508848
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