Central and North West London NHS Foundation Trust
Childrens Contact Centre Administrator
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Job Overview
The Contact Centre is a key function within the organisation and exists to provide support to 0-19 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.
You 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 their 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.
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- Empowerment
- Partnership
Please note: This vacancy does not meet the criteria for Skilled Worker sponsorship, unless you meet the criteria by temporary exemption from current changes to immigration rules put in force on 22/07/2025. “Separate provisions are applied to workers who have been sponsored and held continuously Skilled Worker visa since prior to 04/04/2024."As such, if you don’t meet the Transitional Provision (above) we are unable to consider your application unless you can provide documentary evidence of your right to work in the United Kingdom. If you believe you are eligible for sponsorship or already hold a valid right to work in the UK, please ensure you provide full details of your immigration status in the Pre-Screening Immigration section of your application form.
Please note role eligibility also depends on whether the role meets the salary threshold for the relevant occupational code (SOC CODE).
For further info please visit: Skilled Worker visa: Overview - GOV.UK
Detailed Job Description And Main Responsibilities
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.
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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 their 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 team-player
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