About this role
Job summary
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 newservices that are selected to transfer in.The post holder will work as part of a team to provide an integral high quality and efficientfrontline 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 theappropriate 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, healthprofessionals 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.
About us
Our values
o Compassion: Our staff will be led by compassion and embody the values of care outlined in our Staff Charter.o 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.o 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 adoptrecovery principles. We will ensure our staff receive appropriate direction and support, to enable them to develop and grow.o 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.
Job description Job responsibilities
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 dont 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
For further information about the advertised role, please refer to the job description & person specification included in the documents section of this advert.
Person Specification
Experience Essential
oExperience of working in an administrative capacity oUnderstanding of Equal Opportunities and Diversity oUnderstanding of Data Protection / Confidentiality
Desirable
oExperience of working in a customer care setting oExperience of working in a corporate/call centre environment oExperience of working in a healthcare setting oKnowledge of Patient Appointment/Database Systems i.e. SystmOne
Skills and Abilities Essential
oDemonstrable knowledge of MS Word, Outlook, MS Teams and Excel oAccurate data entry and typing skills oExcellent written and verbal communication skills oAble to work to a high level of accuracy and with attention to detail oDemonstrable knowledge of using different systems and databases oAble to work unsupervised oExcellent time management skills, with the ability to work effectively under pressure, meet deadlines and prioritise workload oAbility to work within a team oAble to deal with difficult/emotional callers
Education Essential
oGCSE (A* - C) or equivalent in Maths and English
Personal Qualities Essential
oSelf motivator oCapacity to manage a demanding workload oGood inter-personal skills oGood team-player
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 Central and North West London NHS Foundation Trust
Address 2 South Civic Centre
Civic Centre
Uxbridge
UB8 1UW
United Kingdom
Employer's website https://www.cnwl.nhs.uk/work (Opens in a new tab)