Contact Centre Administrator
Central and North West London NHS Foundation Trust
The closing date is 21 April 2026
The Contact Centre is a key function within the organisation and provides support to a wide range of services within Hillingdon Community Health. The post holder will work as part of a team to provide high quality and efficient frontline clerical support for the Hillingdon Adults or Children’s Community Service Lines. Responsibilities include receiving, logging, and allocating referrals into the appropriate service lines, managing telephone enquiries, booking appointments, maintaining case records, handling messages and follow‑ups, and supporting new staff training. The role requires excellent interpersonal skills, strong IT and keyboard proficiency, and the ability to multi‑task in a busy environment.
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, cultural, and 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, screening and allocating using decision‑making skills and referral criteria, 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.
Person Specification
Experience
- Experience of working in an administrative capacity
- Understanding of Equal Opportunities and Diversity
- Understanding of Data Protection / Confidentiality
- 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
- 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
- GCSE (A* – C) or equivalent in Maths and English
Personal Qualities
- Self‑motivator
- Capacity to manage a demanding workload
- Good inter‑personal skills
- Good team‑player
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check.
£30,630 to £32,346 a year (incl. HCAS, pro rata if part‑time)
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