Contact Centre Administrator

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We’re passionate about delivering first-class patient-centred, safe and effective care, whether it is in a hospital setting, in a community clinic or in the patient’s own home. Patients are at the heart of everything we do.

Providing top quality care depends on our ability to employ the best people.

We’re always looking to recruit outstanding people who will go the extra mile to support our patients, colleagues, teams and the Trust. With every new employee we’re hoping to find our future leaders and we’ll support our staff by providing opportunities to develop your career.

With a diverse culture and equally diverse range of opportunities across mental health, community services, addictions, eating disorders, learning disabilities and more – whatever stage of your career you're at, there's always a place for you at CNWL.

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Site 2 South Civic Centre Town Uxbridge Salary £30,630 - £32,346 per annum incl. HCAS [pro rata if PT] Salary period Yearly Closing 12/10/2026 23:59

CNWL (Central and North West London NHS Foundation Trust) has almost 8,000 staff providing integrated healthcare to a third of London's population, Milton Keynes and areas beyond. We involve service users, carers, the public, staff and partner organisations in the way that we are run.

Our catchment area spans diverse communities, with over 100 first languages spoken. It contains areas of great affluence as well as areas of much deprivation. We are committed to providing services that meet the needs of the people who use them, and we actively encourage involvement from local people who can help make a difference. We’re proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME and people with disabilities to promote good relations and understanding between our staff.

We are recognised locally, nationally and internationally for providing high quality, innovative healthcare. We aim to employ only the best people, and our experts are frequently called upon to contribute to national health strategy and policy, and many models of our care have been adapted for use in other countries.

We offer a generous relocation package (subject to eligibility assessment) and flexible working options, including bank assignments for most roles. For more information on these and other benefits of working for us, see our Benefits, Reward and Wellbeing page

Become part of our team. We care for you as much as you care for others.

CNWL NHS Foundation Trust are committed to safeguarding all children and vulnerable adults and expect all staff and volunteers to share this commitment. We follow safe recruitment practices to protect children and vulnerable adults.

Job overview

The Contact Centre is a key function within the organisation and exists to provide support to numerous services within Hillingdon Community Health. The Contact Centre 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 an integral high quality and efficient frontline clerical support for the Hillingdon Adults or Children’s Community Service Lines.

The post holder will be responsible for receiving, logging, and allocating referrals into the appropriate service lines as per agreed upon standard operating procedures and in line with Contact Centre Protocols.

The post holder will have excellent interpersonal skills and have the ability to communicate effectively to provide a first point of contact telephony service for service users, carers, health professionals and team members.

They will be able to receive, log, and action messages as required. In addition, the post holder must possess good IT skills, and the ability to multi-task in a busy office environment.

The post holder will work under own initiative with a flexible and adaptable approach to the job role in order to meet the changing service needs.

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 and cultural or 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, 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.

Working for our organisation

Our 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, which recognises 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.

Detailed job description and main responsibilities

Please note: This vacancy does not meet the criteria for Skilled Worker sponsorship, unless you meet the criteria by temporary exemption from current changes to immigration rules put in force on 22/07/2025. “Separate provisions are applied to workers who have been sponsored and held continuously Skilled Worker visa since prior to 04/04/2024."

Please note role eligibility also depends on whether the role meets the salary threshold for the relevant occupational code (SOC CODE).

For further information about the advertised role, please refer to the job description & person specification included in the documents section of this advert.

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

• Capacity to manage a demanding workload
• Good inter-personal skills
• Good team-player

Use of Artificial Intelligence (AI)

AI can be used as a support tool, not a replacement for the applicant’s own work.Applications must remain personal, accurate, and reflective of the candidate’s real experience.AI-generated content must not misrepresent skills, qualifications, or experience.Over reliance on AI-generated content is discouraged and may diminish the applicant's chances of success.

We monitor applications for any behaviour that could create an unfair advantage, and we check all references carefully. You are likely to be tested on your experience at interview, so be honest and make sure all the information in your application is correct. Please note that the use of Artificial Intelligence (AI) is prohibited during the interview process.

The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course

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