Norfolk Community Health and Care NHS Trust

SPoC Operational Hub Coordinator

The closing date is 04 July 2025

Job summary

Are you ready to take the next step in your NHS administrative career? An exciting opportunity has arisen within our Single Point of Contact (SPoC) team for a motivated and experienced individual to apply for the role of Band 4 Operational Hub Coordinator.

This key role will provide day-to-day supervision, leadership and support to the SPoC admin team, ensuring the effective coordination of urgent and non-urgent community referrals, management of inbound call traffic, and oversight of rota cover for our 7-day-a-week service. Please note that this role covers shifts between 07:30 - 18:00 Monday - Friday only.

This is a great development opportunity for someone looking to step up into a leadership role and further their experience in service delivery, staff supervision and operational coordination.

Main duties of the job

Daily oversight and supervision of the SPoC admin team
Coordinating cover for operational hours (7:30 am - 18:00 pm, Mon - Fri.
Ensuring timely processing of patient referrals (including 2-hour urgent response referrals)
Monitoring quality standards, supporting team development and providing call coaching
Supporting the recruitment, induction, and training of new team members
Handling complex enquiries and acting as a point of escalation
Contributing to service improvement initiatives alongside the Admin Service Manager

About us

NCH&C is proud to be the first standalone NHS community trust in the UK to achieve an 'Outstanding' rating from the Care Quality Commission (CQC). Our focus is on continually improving the quality of care we offer to local people and on improving access to that care, helping people to move seamlessly from one service to another. Praising NCH&C's "compassionate, inclusive and effective leadership at all levels", the CQC observed that our staff are well supported to make positive changes and innovations.

Norfolk Community Health & Care NHS Trust is committed to continuing to create a modern and inclusive work environment. As part of this commitment we actively promote flexible working opportunities where possible, to meet the needs and wishes of our workforce to maintain and improve their wellbeing. The trust offers a range of flexibility, including flexible working patterns, and we would encourage you to discuss this with the recruiting manager before or during the application process if this would interest you.

We welcome applications from people who share our values and can help us deliver outstanding care in our local community.

Date posted

26 June 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year pa

Contract

Permanent

Working pattern

Full-time

Reference number

839-7297379-AB

Job locations

Norwich Community Hospital

Bowthorpe Road

Norwich

NR2 3TU

Job description

Job responsibilities

To directly supervise the staff in the Single Point of Contact Team on a daily basis.

To create staff work rotas on a weekly/monthly basis including supporting the Admin Team Lead to maintain Health Roster

To ensure that there is sufficient cover for the 7-day operation, 365 days of the year

To allocate work to the team taking into consideration staff experience and skills. Making adjustments when required

To monitor mandatory training for the team ensuring the staff remain compliant and to rectify any issues as required

Monitor call and referral quality and compliance with established protocols and guidelines.

To act as a first point of contact for any staff concerns or issues. Perform regular supervisions/feedback sessions with each member of team. Ensure that all supervisions are well documented, and any subsequent actions are completed and escalated to the Admin Team Lead where necessary.

Conduct yearly PDPs with each member of team.

Ensure team are kept updated at all times with regards to process/protocol change.

To monitor sickness absence and to complete absence documentation, including return to work interviews, and supporting staff who are absent from work.

To be a point of escalation for any queries on a daily basis in relation to processes, problems, complaints and if needed refer these to the Team leader as necessary

To review audits, creating plans to support colleagues performance

To undertake general Single Point duties, receiving and processing telephone calls, including referrals, which may be urgent, liaising with health professionals to correctly process the referrals.

To communicate professionally and effectively with colleagues, stakeholders and service users at all levels, providing clear information and guidance, exercising tact and judgement in dealing with and resolving enquiries, taking accurate messages and ensuring these are actioned and/or passed to the relevant person in a timely manner

To be a point of escalation for the Single Point of Contact team for more complex matters or where deviation from standard operating procedures is being requested. To provide guidance and advice on complex, sensitive and contentious referrals as well as complaints and related queries from both internal staff members as well as members of the public, in line with established processes. This will involve the analysis of the situation and using own judgement to determine the appropriate action, ensuring any barriers to communication are overcome which may including persuasive and negotiating skills, particularly when individuals are upset or distressed. Escalate to the Admin Team Lead as necessary

To build effective working relationships with the Hub Coms of all four places

To provide and receive contentious or sensitive information about difficult or complex matters and to respect confidentiality at all times. This may include giving guidance and non-clinical advice to patients.

To use own tact and judgement when dealing with a range of non-routine activities. This will include problem solving, collaborative working, chasing progress and developing alternative or additional procedures.

To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels.

Inputting onto various databases and systems, e.g. SystmOne, STORM and designated Excel spreadsheets, within the required timescales and deadlines

To support the Admin Team Lead with recruitment and selection process for Single Point of Contact

The post holder will be required to support the Admin Team Lead in undertaking service improvement and development activities

Create, design and regularly review administrative processes to ensure they meet the needs of the organisation

To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times. To undertake any other site and facilities duties as requested

To implement policies for own work area and propose changes, as necessary and demonstrate own duties to new starters

Provide cover for the team and other departments, including reception, during periods of absence, as directed. This may require travelling to other sites

It is the post holders responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.

To attend relevant meetings. These may be virtual or in person. This may require travelling to other sites