Contact Centre Administrator | Central and North West London NHS Foundation Trust

The Contact Centre is a key function within the organisation and exists to provide support to numerous services within Hillingdon Community Health. It 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 integral high quality and efficient frontline clerical support for the Hillingdon Adults or Children’s Community Service Lines. The post holder is responsible for receiving, logging and allocating referrals into the appropriate service lines as per agreed standard operating procedures and in line with Contact Centre Protocols.

Responsibilities

• 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.
• 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.

Qualifications

• Excellent interpersonal skills and ability to communicate effectively to provide a first point of contact telephony service for service users, carers, health professionals and team members.
• Good IT skills and ability to multi‑task in a busy office environment.
• Ability to work under one’s own initiative with a flexible and adaptable approach to the job role in order to meet the changing service needs.

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, recognising 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.

This advert closes on Tuesday 21 Apr 2026.

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