Job summary
- Main area
- Admin
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 333-G-HC-1527
- Employer
- Central and North West London NHS Foundation Trust
- Employer type
- NHS
- Site
- Beaufort house
- Town
- Uxbridge
- Salary
- £29,651 - £31,312 per annum incl. HCAS
- Salary period
- Yearly
- Closing
- 21/11/2025 23:59
Employer heading
Contact Centre Administrator
NHS AfC: Band 3
CNWL (Central and North West London NHS Foundation Trust) has almost 8,000 staff providing integrated healthcare to a third of London's population, Milton Keynes and areas beyond. We involve service users, carers, the public, staff and partner organisations in the way that we are run.
Our catchment area spans diverse communities, with over 100 first languages spoken. It contains areas of great affluence as well as areas of much deprivation. We are committed to providing services that meet the needs of the people who use them, and we actively encourage involvement from local people who can help make a difference. We’re proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME and people with disabilities to promote good relations and understanding between our staff.
We are recognised locally, nationally and internationally for providing high quality, innovative healthcare. We aim to employ only the best people, and our experts are frequently called upon to contribute to national health strategy and policy, and many models of our care have been adapted for use in other countries.
We offer a generous relocation package (subject to eligibility assessment) and flexible working options, including bank assignments for most roles. For more information on these and other benefits of working for us, see our Benefits, Reward and Wellbeing page
Become part of our team. We care for you as much as you care for others.
CNWL NHS Foundation Trust are committed to safeguarding all children and vulnerable adults and expect all staff and volunteers to share this commitment. We follow safe recruitment practices to protect children and vulnerable adults.
Job overview
The Contact Centre is a key function within the organisation and exists to provide support to
numerous services within Hillingdon Community Health. The Contact Centre is responsible
for managing both referrals and appointments for a wide variety of existing services and new
services that are selected to transfer in.
The post holder will work as part of a team to provide an integral high quality and efficient
frontline clerical support for the Hillingdon Adults or Children’s Community Service Lines.
The post holder will be responsible for receiving, logging, and allocating referrals into the
appropriate service lines as per agreed upon standard operating procedures and in line with
Contact Centre Protocols.
The post holder will have excellent interpersonal skills and have the ability to communicate
effectively to provide a first point of contact telephony service for service users, carers, health
professionals and team members. They will be able to receive, log, and action messages as
required.
In addition, the post holder must possess good IT skills, and the ability to multi-task in a busy
office environment.
The post holder will work under own initiative with a flexible and adaptable approach to the job
role in order to meet the changing service needs.
Main duties of the job
Respond to telephone enquiries from health professionals, service users, families, carers, and team members with empathy and professionalism, considering health needs and cultural or language barriers. Provide and receive sensitive information with tact and diplomacy. Offer advice within role scope on services, protocols, and procedures. Process referrals per Contact Centre protocols, using decision-making skills and referral criteria to screen and allocate, inputting data into SystmOne and issuing waiting list communications. Accurately record call details and actions. Manage messages and follow up as needed. Demonstrate advanced IT and keyboard skills, proficient in NHS Mail, Outlook, and office equipment. Book appointments and update healthcare professionals’ diaries. Monitor waitlists and caseloads. Send appointment and referral letters. Manage generic email inboxes and coordinate interpreting or transport services. Handle daily post and general clerical duties. Maintain stock and use e-procurement systems for ordering and invoicing. Support new staff training. Adhere to CNWL policies, meet deadlines, and work independently with initiative.
Working for our organisation
Our values
• Compassion: Our staff will be led by compassion and embody the values of care outlined
in our Staff Charter.
• Respect: We will respect and value the diversity of our patients, service users and staff,
to create a respectful and inclusive environment, which recognises the uniqueness of each
individual.
• Empowerment: We will involve, inform and empower our patients, service users, carers
and their families to take an active role in the management of their illness and adopt
recovery principles. We will ensure our staff receive appropriate direction and support, to
enable them to develop and grow.
• Partnership: We will work closely with our many partners to ensure that our combined
efforts are focused on achieving the best possible outcomes for the people we serve.
Detailed job description and main responsibilities
he Contact Centre is a key function within the organisation and exists to provide support to
numerous services within Hillingdon Community Health. The Contact Centre is responsible
for managing both referrals and appointments for a wide variety of existing services and new
services that are selected to transfer in.
The post holder will work as part of a team to provide an integral high quality and efficient
frontline clerical support for the Hillingdon Adults or Children’s Community Service Lines.
The post holder will be responsible for receiving, logging, and allocating referrals into the
appropriate service lines as per agreed upon standard operating procedures and in line with
Contact Centre Protocols.
The post holder will have excellent interpersonal skills and have the ability to communicate
effectively to provide a first point of contact telephony service for service users, carers, health
professionals and team members. They will be able to receive, log, and action messages as
required.
In addition, the post holder must possess good IT skills, and the ability to multi-task in a busy
office environment.
The post holder will work under own initiative with a flexible and adaptable approach to the job
role in order to meet the changing service needs.
Person specification
Experience
Essential criteria
- • Experience of working in an administrative capacity
- • Understanding of Equal Opportunities and Diversity
- • Understanding of Data Protection / Confidentiality
Desirable criteria
- • Experience of working in a customer care setting
- • Experience of working in a corporate/call centre environment
- • Experience of working in a healthcare setting
- • Knowledge of Patient Appointment/Database Systems i.e. SystmOne
Skills and Abilities
Essential criteria
- • Demonstrable knowledge of MS Word, Outlook, MS Teams and Excel
- • Accurate data entry and typing skills
- • Excellent written and verbal communication skills
- • Able to work to a high level of accuracy and with attention to detail
- • Demonstrable knowledge of using different systems and databases
- • Able to work unsupervised
- • Excellent time management skills, with the ability to work effectively under pressure, meet deadlines and prioritise workload
- • Ability to work within a team
- • Able to deal with difficult/emotional callers
Education
Essential criteria
- • GCSE (A* - C) or equivalent in Maths and English
Personal Qualities
Essential criteria
- • Self motivator
- • Capacity to manage a demanding workload
- • Good inter-personal skills
- • Good team-player
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Lyn Warrillow
- Job title
- Contact Centre Lead
- Email address
- [email protected]
- Telephone number
- 07852590635
- Additional information
Ryan Andrews or Lisa Wilde on 07852590635
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