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Lincolnshire Community Health Service NHS Trust

Operations Centre Service Advisor

The closing date is 06 July 2025

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Job summary

Job overview

The Operations Centre sits within Beech House and provides an around the clock point of access for patients and professionals to access health care in the community.

Reporting directly to the Operations Centre Team Manager, you will be working as a Service Advisor within the Operations Centre which operates on a 24/7 basis 365 days per year.

We have a range of shift patterns available to help you meet your work life balance (with unsocial hours payments where applicable), however flexibility is key as we are a 24/7 service and patient care is at the heart of what we do.

We currently have vacancies for both full and part time Service Advisors and offer a hybrid working pattern between Beech House and working from home. Previous applicants need not apply.

Main duties of the job

As a Service Advisor, you will be working within a busy Operations Centre where you will be the listening ear and the voice of Lincolnshire Community Health Services. This role will enable you to support patients within the community of Lincolnshire by handling general enquiries and processing referrals that have come through via telephone calls or e-mails from the public, healthcare professionals, and other partner organisations. We will then develop your skills to enable you to undertake the Dispatch role, which involves coordinating the Home Visiting team to ensure patients receive the appropriate care in the community, to avoid unnecessary hospital admissions.

We are looking for individuals who can utilise effective communication skills, whilst paying attention to detail, and handle confidential information such as patient records on SystmOne. You will also need to be computer literate and be familiar with using Office 365.

In summary, this role would suit a strong communicator with a caring, empathetic, and professional manner, to support the Operations Centre in achieving the objectives of the service that we deliver.

About us

Lincolnshire Community Health Services (LCHS) is a trust within the National Health Service (NHS) that was formed to focus on providing great care, closer to home. To achieve this goal, there is a strong focus on providing services that help people receive care in the community of Lincolnshire.

The Operations Centre has a huge impact on achieving this vision. As a Service Advisor, you will use your resourceful knowledge to help arrange the right care for patients, or signpost them to other relevant services to ensure they get the help they need.

Details

Date posted

25 June 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,625 to £25,674 a year Per annum, pro rata. Unsocial payments in line with AFC

Contract

Permanent

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

818-OBS106-QIA656

Job locations

Operations Centre, Beech House

Waterside South

Lincoln

LN5 7JH


Job description

Job responsibilities

  • To answer the telephone and process e-mails to deal with general enquiries/referrals received from the public, healthcare professionals, and other partner organisations.
  • To act in the role of Dispatcher, allocating resources (Healthcare Professionals) to attend patients home addresses to provide care and reduce hospital admissions.
  • To be a resourceful problem solver that utilises the people and processes in place to provide an excellent level of patient care.
  • To be adaptable and positive to embedding any changes into the functions of the Operations Centre.
  • To embrace feedback using it as a learning opportunity to further develop your skills and knowledge

Job description

Job responsibilities

  • To answer the telephone and process e-mails to deal with general enquiries/referrals received from the public, healthcare professionals, and other partner organisations.
  • To act in the role of Dispatcher, allocating resources (Healthcare Professionals) to attend patients home addresses to provide care and reduce hospital admissions.
  • To be a resourceful problem solver that utilises the people and processes in place to provide an excellent level of patient care.
  • To be adaptable and positive to embedding any changes into the functions of the Operations Centre.
  • To embrace feedback using it as a learning opportunity to further develop your skills and knowledge

Person Specification

Application Form

Essential

  • 1 A level, a level 3 qualification in Business & Administration or equivalent experience.
  • Experience in dealing with members of the Public.
  • Able to deliver great Customer Service and Patient care.
  • To be a resourceful problem solver driven to find a valid solution.
  • Be willing to receive feedback and learn from mistakes.
  • To be motivated in continuing your professional development, starting with the full completion of our Workplace Essentials programme within 6 months.
  • To be familiar with using computers or laptops.
  • To have experience in using Microsoft applications such as Word, Excel, OneNote and Outlook.
  • To be able to work effectively as a team with other colleagues whilst building strong working relationships with other departments and stakeholders.
  • To be flexible with working hours.

Desirable

  • Has experience in working in an Operations / Call Centre environment.
  • Has experience using SystmOne.
  • Has experience using Net Call telephony.
  • Has experience using Datix reporting.
  • Has experience in dispatching / co-ordinating resources.
  • Has previous or current experience working in the National Health Service.
Person Specification

Application Form

Essential

  • 1 A level, a level 3 qualification in Business & Administration or equivalent experience.
  • Experience in dealing with members of the Public.
  • Able to deliver great Customer Service and Patient care.
  • To be a resourceful problem solver driven to find a valid solution.
  • Be willing to receive feedback and learn from mistakes.
  • To be motivated in continuing your professional development, starting with the full completion of our Workplace Essentials programme within 6 months.
  • To be familiar with using computers or laptops.
  • To have experience in using Microsoft applications such as Word, Excel, OneNote and Outlook.
  • To be able to work effectively as a team with other colleagues whilst building strong working relationships with other departments and stakeholders.
  • To be flexible with working hours.

Desirable

  • Has experience in working in an Operations / Call Centre environment.
  • Has experience using SystmOne.
  • Has experience using Net Call telephony.
  • Has experience using Datix reporting.
  • Has experience in dispatching / co-ordinating resources.
  • Has previous or current experience working in the National Health Service.

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

Lincolnshire Community Health Service NHS Trust

Address

Operations Centre, Beech House

Waterside South

Lincoln

LN5 7JH


Employer's website

https://www.lincolnshirecommunityhealthservices.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Lincolnshire Community Health Service NHS Trust

Address

Operations Centre, Beech House

Waterside South

Lincoln

LN5 7JH


Employer's website

https://www.lincolnshirecommunityhealthservices.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Service Manager

Lee Stafford

lee.stafford@nhs.net

07701220907

Details

Date posted

25 June 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,625 to £25,674 a year Per annum, pro rata. Unsocial payments in line with AFC

Contract

Permanent

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

818-OBS106-QIA656

Job locations

Operations Centre, Beech House

Waterside South

Lincoln

LN5 7JH


Supporting documents

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