About this role
Job summary
About the Role
The Hub Coordination Lead will coordinate the daily operation of the Nurture Hub, ensuring that staff, managers, commissioners, referrers and partner agencies receive a safe, organised, responsive and professional service.
This is a key coordination role within Nurtures operational and workforce support structure. The postholder will act as a central point of contact for calls, emails, workforce queries, rota matters, supervision coordination, wellbeing support requests and general Hub administration.
The role will support both the Intensive Support Service and the Sexual Offence Examination Service. For the Sexual Offence Examination Service, the postholder will maintain visibility of the daily nurse rota and ensure that calls requiring an immediate service response are routed to the nurse on duty. Out-of-hours urgent concerns will be escalated through the agreed Director On-Call route.
The Hub Coordination Lead will need to be organised, calm under pressure, professionally curious and able to manage sensitive information with discretion. The role requires strong communication, administration, rota coordination and stakeholder management skills.
Main duties of the job
Job Purpose
The Hub Coordination Lead will provide reliable, professional and organised coordination support to the Nurture Hub.
The postholder will ensure that calls, emails, rotas, records, meetings, supervision arrangements and practical workforce requirements are managed efficiently and in line with agreed processes.
The role will combine operational coordination, workforce administration, call and inbox triage, rota oversight, wellbeing coordination, supervision booking, records management and escalation support.
The Hub Coordination Lead will help ensure that the Hub operates safely, consistently and in a way that supports staff wellbeing, service continuity and psychologically safe working practice.
About us
About Nurture
Nurture Health and Care exist to support people, professionals and systems to move forward safely, compassionately and with a positive experience.
Our purpose, Nurturing you to nurture others, is realised through psychologically safe leadership, relational practice, evidence-informed care and a commitment to supporting staff to feel valued, equipped and able to do their best work.
The Nurture Hub provides a central workforce, wellbeing and operational support function for staff working across Nurture services, including the Intensive Support Service and Sexual Offence Examination Service. The Hub supports practical workforce coordination, staff wellbeing, supervision arrangements, escalation routes and access to timely advice.
Our values are:
Ambition we strive to do meaningful work well, with courage, quality and purpose. Belonging we create inclusive, respectful and psychologically safe environments. Creativity we think flexibly, solve problems and adapt to the needs of people and services. Psychological Safety we build cultures where people can speak up, learn, reflect and improve without fear of blame.
Job description Job responsibilities
Reports to: Executive Director of Workforce
Location:Office based Bedfordshire
Hours:Full time
Salary:£30,000 per annum
Contract:Permanent
Responsible for: Day-to-day Hub coordination, triage, rota oversight, in-hours call handling, inbox management, stakeholder coordination, supervision coordination, reporting, records management and general administration.
About the Role
The Hub Coordination Lead will coordinate the daily operation of the Nurture Hub, ensuring that staff, managers, commissioners, referrers and partner agencies receive a safe, organised, responsive and professional service.
This is a key coordination role within Nurtures operational and workforce support structure. The postholder will act as a central point of contact for calls, emails, workforce queries, rota matters, supervision coordination, wellbeing support requests and general Hub administration.
The role will support both the Intensive Support Service and the Sexual Offence Examination Service. For the Sexual Offence Examination Service, the postholder will maintain visibility of the daily nurse rota and ensure that calls requiring an immediate service response are routed to the nurse on duty. Out-of-hours urgent concerns will be escalated through the agreed Director On-Call route.
The Hub Coordination Lead will need to be organised, calm under pressure, professionally curious and able to manage sensitive information with discretion. The role requires strong communication, administration, rota coordination and stakeholder management skills.
Key Responsibilities
1. Hub Coordination and Daily Operations
Coordinate the daily operation of the Nurture Hub. Ensure Hub systems, communication routes, trackers and escalation processes are operating effectively. Provide a professional and responsive first point of contact for staff, managers, commissioners, referrers and partner agencies. Support the development and maintenance of Hub procedures, scripts, guidance and service standards. Ensure Hub activity is organised, logged and followed up appropriately. Support the smooth running of the Intensive Support Service and Sexual Offence Examination Service through effective administration and coordination. Work closely with the Executive Director of Workforce, HR / People Manager, service leads and wider operational colleagues. 2. Triage, Call Handling and Communication
Receive and log in-hours telephone calls to the Nurture Hub. Monitor the Hub inbox and ensure that correspondence is acknowledged, recorded and directed appropriately. Act as a central point of contact for routine external enquiries. Triage workforce, operational, wellbeing and stakeholder queries. Ensure matters are directed to the appropriate person or escalated through the correct route. Monitor secure communication routes and ensure confidential information is handled appropriately. Identify sensitive, urgent or high-risk matters and escalate them immediately through the agreed route. Maintain accurate contact and enquiry records. Ensure communication is professional, timely, clear and aligned with Nurtures values. 3. Sexual Offence Examination Service Call Routing
Maintain visibility of the daily Sexual Offence Examination Service nurse rota. Ensure contact details for the nurse on duty are accurate and accessible through agreed secure systems. Route calls requiring immediate Sexual Offence Examination Service response to the nurse on the rota for that day. Escalate concerns where the nurse on duty is unavailable or where the issue requires additional operational, safeguarding or executive oversight. Ensure urgent out-of-hours concerns are escalated to the Director On-Call where they cannot safely wait until the next working day. Maintain accurate records of call routing, actions taken and any escalation required. Ensure callers are clear about emergency routes where there is an immediate risk to life, safety, safeguarding or clinical need. 4. Rota and Workforce Coordination
Maintain oversight of staff rotas, availability, annual leave, sickness absence, training commitments and shift changes. Support the administration of rota updates and communicate relevant changes to staff and managers. Identify rota gaps, staffing pressures and risks to service continuity. Escalate unfilled shifts and urgent staffing concerns promptly. Maintain the daily nurse rota and contact information required for Sexual Offence Examination Service call routing. Support the Executive Director of Workforce and HR / People Manager with workforce planning, retention and staff engagement activity. Support recruitment administration, reference processes and employment documentation where required. Maintain onboarding, induction, compliance and mandatory training records. 5. Wellbeing, Supervision and Debriefing Coordination
Coordinate Start Shift Well and End Shift Well activity. Coordinate supervision bookings, reflective practice sessions, management supervision and post-incident debriefing. Maintain supervision schedules, attendance records and follow-up actions. Identify staff who may require additional wellbeing or management support and escalate appropriately. Support staff to access agreed wellbeing routes, including counselling, occupational health, employee assistance provision or specialist support where appropriate. Support staff wellbeing events, recognition activity and communications. Promote psychologically safe working practices through professional, compassionate and respectful communication. Ensure wellbeing-related information is handled sensitively and confidentially. 6. Records, Reporting and Administration
Maintain accurate Hub trackers, dashboards, action logs, rota records, meeting records and workforce documentation. Maintain SharePoint folders, databases and records in line with agreed information-governance standards. Coordinate meeting invitations, agendas, minutes and action logs. Support preparation of reports, dashboards and governance papers. Coordinate travel, expenses, equipment requests, room bookings and practical arrangements. Support service meetings, governance meetings, staff forums and training sessions. Ensure all Hub records are accurate, confidential, up to date and stored securely. Identify recurring themes, risks and service pressures arising from Hub contacts and escalate these appropriately. 7. Governance, Risk and Escalation
Follow agreed Hub escalation processes and ensure concerns are raised promptly. Escalate urgent concerns to the appropriate clinical lead, operational lead, safeguarding lead, HR / People Manager, Executive Director of Workforce or Director On-Call. Support accurate recording of risks, actions, decisions and outcomes. Contribute to quality improvement and learning by identifying themes from Hub activity. Support audit, governance review and assurance activity where required. Maintain professional boundaries and ensure the Hub does not act outside its remit. Ensure emergency situations are directed to the appropriate emergency, safeguarding or clinical response route. Leadership and Behavioural Expectations
The Hub Coordination Lead will be expected to:
Model Nurture values in every interaction. Be calm, organised and responsive. Communicate clearly and professionally. Create a welcoming and psychologically safe first point of contact. Treat staff, managers and external stakeholders with compassion and respect. Maintain confidentiality and professional boundaries. Escalate concerns promptly and appropriately. Work collaboratively with HR, service leads and operational colleagues. Support a culture of learning, reflection and continuous improvement. Remain flexible and solution-focused in a developing service environment. Success in the First 12 Months
Success in the first year will include:
Establishing the Hub as a professional, responsive and trusted point of contact. Maintaining accurate rotas, trackers, records, inbox systems and escalation logs. Supporting safe call-routing arrangements for the Sexual Offence Examination Service. Supporting effective workforce coordination across both services. Coordinating supervision, Start Shift Well, End Shift Well and debriefing arrangements. Ensuring staff, managers and stakeholders receive timely responses and clear communication. Supporting recruitment, onboarding, training and compliance administration. Identifying recurring themes, pressures and risks from Hub contacts. Contributing to a positive staff wellbeing and psychologically safe culture. Demonstrating Nurtures values through professional, compassionate and organised practice. Our Promise to You
At Nurture, you will be part of a values-led organisation committed to supporting staff as well as the people and services they care for.
You will be supported by the Executive Director of Workforce, HR / People Manager and wider leadership team. You will receive induction, supervision, professional support and opportunities to contribute to the development of the Nurture Hub.
You will not be expected to manage complex or urgent matters alone. You will work within clear escalation routes and a supportive structure that values fairness, compassion, learning, reflection and shared accountability.
Applications will be considered on a rolling basis, and early applications are encouraged.
Person Specification
Qualifications Essential
Evidence of continuing professional development in administration, coordination, customer service, health, social care, business support or a related area.
Desirable
Level 3 qualification or equivalent experience in administration, business support, health and social care, customer service or workforce coordination.
Experience Essential
Experience coordinating day-to-day administrative or operational processes. Able to manage competing priorities, maintain accurate records, trackers and action logs.
Desirable
Experience supporting a Hub, operational team, health service, care service, safeguarding service, call-handling environment or regulated service.
Call Handling and Communication Essential
Experience receiving calls, managing inboxes, responding to enquiries and directing people to the right support. Excellent written and verbal communication skills.
Desirable
Experience handling sensitive, confidential, urgent or emotionally charged calls.
Rota, Workforce and Digital Systems Essential
Experience maintaining rotas, availability records, annual leave, sickness records, training records or similar workforce information. Confident using Microsoft Office, Outlook, Teams, Excel and SharePoint.
Desirable
Experience using rota systems, HR systems, workforce trackers, compliance databases, secure inboxes, case management systems or digital call-handling systems.
Wellbeing, Risk and Escalation Essential
Understanding of staff wellbeing, confidentiality, supervision and debriefing in emotionally demanding work. Able to identify urgent, sensitive or high-risk matters and escalate appropriately.
Desirable
Experience coordinating supervision, reflective practice, wellbeing activity or working within safeguarding, clinical, forensic, social care, education, criminal justice or multi-agency risk environments.
Stakeholder Relationships, Values and Personal Attributes Essential
Able to build positive working relationships with staff, managers, commissioners, referrers and partner agencies. Compassion, integrity, emotional intelligence, resilience, discretion, curiosity and reliability. Commitment to Ambition, Belonging, Creativity and Psychological Safety.
Desirable
Experience working with commissioners, NHS, local authority, police, education or voluntary-sector partners. Experience contributing to psychologically safe, values-led or trauma-informed working cultures.
Reporting, Records and Governance Support Essential
Strong attention to detail and ability to maintain accurate records, trackers, action logs and reports.
Desirable
Experience preparing dashboards, governance papers, reports or meeting packs.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Nurture Health and Care
Address Nurture Health and Care Ltd
Wrest Park Enterprise
Capability House
Silsoe
Bedfordshire
MK45 4HR
United Kingdom
Employer's website https://nurturehealthandcare.co.uk/ (Opens in a new tab)