Norfolk Community Health and Care NHS Trust

SPoC Operational Hub Coordinator

The closing date is 24 July 2025

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Job summary

Are you looking to take the next step in your NHS administrative career? We are offering a secondment opportunity for an enthusiastic and motivated individual to step into the role of Band 4 Operational Hub Coordinator within the Single Point of Contact (SPoC) team.

This role is to backfill one of our existing Band 4 Coordinators who will be undertaking a part-time secondment outside of SPoC (22.5 hours per week). The remaining 15 hours of their post will continue within SPoC.

This is an excellent development opportunity for a current Band 3 or Band 4 staff member looking to broaden their leadership experience. It may be taken on as a 3-day element within your full-time post, subject to line manager agreement and rostering considerations.

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.

Details

Date posted

14 July 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year pa

Contract

Secondment

Working pattern

Part-time

Reference number

839-7342045-GP

Job locations

Norwich Community Hospital

Bowthorpe Road

Norwich

NR2 3TU


Job description

Job responsibilities

Please see attached detailed Job Description/Person Specification for full list of role responsibilities and requirements

Job description

Job responsibilities

Please see attached detailed Job Description/Person Specification for full list of role responsibilities and requirements

Person Specification

Qualifications

Essential

  • GCSEs Level 4/ Grade C or above in English and Maths, or equivalent
  • Higher level of education (e.g. NVQ Level 3 Business Administration or equivalent experience)

Desirable

  • RSA II or equivalent typing qualification

Experience

Essential

  • Proven ability to demonstrate systematic approach to prioritisation or work and cope under pressure to meet deadlines
  • Professional contact with the General Public
  • Customer Care experience
  • Ability to analyse performance reports
  • Ability to take minutes
  • Previous NHS experience
  • SystmOne experience

Skills, Abilities and Knowledge

Essential

  • Comprehensive working knowledge of Microsoft Office
  • Excellent verbal and written communication skills
  • Supervisory and management skills
  • Ability to work to work on own initiative and manage own workload
  • Ability to work without direct supervision
  • Excellent organisational and problem solving skills
  • Excellent attention to detail
  • Proven ability to demonstrate systematic approach to prioritisation or work and cope under pressure to meet deadlines
  • Keyboard skills

Communication

Essential

  • Able to communicate effectively in written and verbal English language

Personal and People Development

Essential

  • Enthusiastic and motivated
  • Committed to providing the best possible service to patients
  • Team Player
  • Articulate, calm, polite and well-motivated
  • Ability to work on own initiative
  • Tact and diplomacy

Personal Attributes / Behaviours

Essential

  • oAble to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.

Other

Essential

  • Flexibility to travel to other sites
  • Able to make own travel arrangements
  • Able to work shift patterns
Person Specification

Qualifications

Essential

  • GCSEs Level 4/ Grade C or above in English and Maths, or equivalent
  • Higher level of education (e.g. NVQ Level 3 Business Administration or equivalent experience)

Desirable

  • RSA II or equivalent typing qualification

Experience

Essential

  • Proven ability to demonstrate systematic approach to prioritisation or work and cope under pressure to meet deadlines
  • Professional contact with the General Public
  • Customer Care experience
  • Ability to analyse performance reports
  • Ability to take minutes
  • Previous NHS experience
  • SystmOne experience

Skills, Abilities and Knowledge

Essential

  • Comprehensive working knowledge of Microsoft Office
  • Excellent verbal and written communication skills
  • Supervisory and management skills
  • Ability to work to work on own initiative and manage own workload
  • Ability to work without direct supervision
  • Excellent organisational and problem solving skills
  • Excellent attention to detail
  • Proven ability to demonstrate systematic approach to prioritisation or work and cope under pressure to meet deadlines
  • Keyboard skills

Communication

Essential

  • Able to communicate effectively in written and verbal English language

Personal and People Development

Essential

  • Enthusiastic and motivated
  • Committed to providing the best possible service to patients
  • Team Player
  • Articulate, calm, polite and well-motivated
  • Ability to work on own initiative
  • Tact and diplomacy

Personal Attributes / Behaviours

Essential

  • oAble to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.

Other

Essential

  • Flexibility to travel to other sites
  • Able to make own travel arrangements
  • Able to work shift patterns

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

Norfolk Community Health and Care NHS Trust

Address

Norwich Community Hospital

Bowthorpe Road

Norwich

NR2 3TU


Employer's website

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

Employer details

Employer name

Norfolk Community Health and Care NHS Trust

Address

Norwich Community Hospital

Bowthorpe Road

Norwich

NR2 3TU


Employer's website

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

Employer contact details

For questions about the job, contact:

Administration Service Manager

Pete Droppert

Peter.Droppert@nchc.nhc.uk

07841508848

Details

Date posted

14 July 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year pa

Contract

Secondment

Working pattern

Part-time

Reference number

839-7342045-GP

Job locations

Norwich Community Hospital

Bowthorpe Road

Norwich

NR2 3TU


Supporting documents

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