Service Advisor in Nottingham

Job summaryJoin our teamWe are looking for an organised and compassionate Service Advisor to join our Single Point of Access team at Aspect House. You will help patients, carers and professionals access the right community services by managing calls, referrals, appointments and signposting.What you will doProvide a helpful, professional telephone service.Provide a helpful, professional telephone service.Process referrals and appointments accurately.Work with health, social care and voluntary-sector colleagues.What we are looking forYou will need strong administrative, telephone and communication skills, confidence using Microsoft Office, and the ability to remain calm, organised and accurate in a busy environment. An understanding of confidentiality and inclusive service delivery is essential.Working with usThe role is based at Aspect House and includes shifts between 7am and 10pm, five days over seven days, including weekends and bank holidays. You will join a supportive, values-led organisation with learning and development opportunities.The post holder will need to be available Monday-Sunday over a varied shift pattern: 08:00-16:00,10:00-18:00, 14:00-22:00.Late shifts roughly 1 in 4. Weekends 1 in 3. Enhancements for working evenings after 20:00hrs, weekends & Bank Holidays under Agenda for Change Terms & ConditionsFor any further information please contact Michelle Parsons on or email duties of the jobAs a Service Advisor within the Nottingham Health and Care Point Single Point of Access service, you will provide a professional first point of contact for patients, carers and health and social care professionals.You will:Receive, assess and process referrals, ensuring that all required information is obtained and recorded accurately.Manage telephone calls, appointments, signposting and enquiries, including situations where callers may be distressed, confused or face communication barriers.Use SystmOne and other health and social care systems to create and update records, generate referrals, appointments, letters, text messages and reports.Work closely with community, acute, social care and voluntary-sector colleagues to support safe hospital discharge and help people access the right service at the right time.Prioritise a varied workload, use initiative and sound judgement, and maintain accuracy, confidentiality and excellent customer care in a busy environment.Keep knowledge of services and referral criteria up to date, contribute to audits and data collection, and support colleagues with relevant processes and procedures.You will need excellent communication and administrative skills, a calm and supportive telephone manner, confidence using electronic systems, and the ability to organise your work effectively while contributing positively to the wider team.Apply now and help us make a difference every day to the health and wellbeing of our communities.About usWe are a
provider of NHS Community Health Services, CityCare exists to support the
health and wellbeing of all local people, working alongside other health and
care partners to achieve this. We are a value driven, people business with a
passion for excellence. Our vision and social purpose is to make a difference
everyday to the health & wellbeing of our communities and our values of
kindness, respect, trust and honesty lie at the heart of everything we do,
guiding how we work together with partners and each other to consistently
deliver high quality compassionate care. As a social enterprise we aim to add
social value by investing in the future of our local communities and helping to
make a difference in peoples lives.CityCare value
the benefits of a diverse and inclusive workforce. We encourage applications
from candidates who identify as disabled, LGBT+ or from a Black, Asian or
Minority Ethnic (BAME) background, as they are currently under-represented
within our organisation.We are proud to be a forces-friendly
organisation and are dedicated to supporting Veterans, Service Leavers, Reservists, and
military spouses/partners. We value the unique skills and contributions you
bring.CityCare is an
equal opportunities employer. We are positive about employing people with
disabilities. If you require your application in a different format please
contact People Services on . CityCare is committed to the
protection of vulnerable adults and children.DetailsDate posted10 September 2026Pay schemeAgenda for changeBandBand 4Salary
28,392 to 31,157 a year
ContractPermanentWorking pattern

Full-time

Reference numberB9826-PACD-6550Job locationsAspect House, Aspect Business Park26 Bennerley RoadBulwellNottinghamshireNG6 8WRUnited KingdomJob descriptionJob responsibilitiesJob PurposeTo assist in the delivery of an efficient and effective referral service for adults, navigating various electronic databases across Health and Social Services including the Urgent Community Response Team.To provide an excellent, high-quality service to all customers using Single Point of Access (SPA) hosted by Nottingham City Care Partnership.To work within a busy administration team environment and to facilitate and administer referral management, appointment booking & signposting function on behalf of majority of City Care Services, including specialist services.To possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the SPA service. To work in collaboration with City Care services, stakeholders & Social care to support the aim for patients to get the right care from the right person at the right time in the right place.Have a good understanding of the variety of services that are available to assist referrers in meeting an individuals needs. This will include triaging and signposting clients to other services. This includes the monitoring and tracking of patients being discharged into Integrated care services.To multi-task a variation of calls, including clinical calls for City Cares Community Nursing patients. This involves prioritising calls & making judgments based on the information provided by the patient/carer/Health Professional & tools within SystmOneDimensionsTo ensure that the team member is aware of their own role and any new information for cover arrangementsTo actively participate in CityCare mandatory and role relevant individual and team trainingKey ResponsibilitiesTo act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham CityCare Partnership from Adults, Childrens & Specialist Services, including Urgent Community Response and hospital discharge.To coordinate with community-based health and social care teams/services to enable a citizens discharge to take place safely and appropriately back to the community once identified as medically stable to leave hospital by the hospital-based care coordination team.To support & manage calls which may include information receiving or giving, or dealing with situations where the caller is confused, distressed or angry, or where communication may be a barrier.To accurately input and update new and existing referrals using various databases, including the PCTs SystmOne, NOTIS, Care Centric & Nottingham Health Care Point portal and other systems. To be responsible for running reports and data collection, to inform commissioning services and the provider business unit. This will also contribute to generating & processing referrals, appointments, letters & SMS messagesTo receive, process and manage referrals to the SPA service, being efficient, informative and helpful to stakeholders.To take ownership of the patients referral to ensure all required clinicalinformation is obtained, using own judgment where the information provided is not immediately apparent.To have an understanding and knowledge of the variety of relevant services and their referral criteria available within Health and Social Care to enable appropriate advice and guidance to be given to referrers, and to ensure this information is kept up to date.Assist in the development and maintenance of databases, including Excel and organisation specific systems, ensuring that data is collected, recorded and take part on analysing data as appropriate.To be aware of and appreciate the range of barriers to communication that exist, whether these be due to disability, cultural perspective, language or comprehension and to be able to respond in a supportive, empathetic and courteous manner when answering telephone calls from referrers/ clients/ carers.To adhere to policies, procedures & guides within NHCP, assisting with the provision of audits for monitoring & training.To plan/organise work using own initiative, whilst being able to work as a valuable member of a team.To undertake any additional duties as appropriate and delegated by the manager.
Job description
Job responsibilitiesJob PurposeTo assist in the delivery of an efficient and effective referral service for adults, navigating various electronic databases across Health and Social Services including the Urgent Community Response Team.To provide an excellent, high-quality service to all customers using Single Point of Access (SPA) hosted by Nottingham City Care Partnership.To work within a busy administration team environment and to facilitate and administer referral management, appointment booking & signposting function on behalf of majority of City Care Services, including specialist services.To possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the SPA service. To work in collaboration with City Care services, stakeholders & Social care to support the aim for patients to get the right care from the right person at the right time in the right place.Have a good understanding of the variety of services that are available to assist referrers in meeting an individuals needs. This will include triaging and signposting clients to other services. This includes the monitoring and tracking of patients being discharged into Integrated care services.To multi-task a variation of calls, including clinical calls for City Cares Community Nursing patients. This involves prioritising calls & making judgments based on the information provided by the patient/carer/Health Professional & tools within SystmOneDimensionsTo ensure that the team member is aware of their own role and any new information for cover arrangementsTo actively participate in CityCare mandatory and role relevant individual and team trainingKey ResponsibilitiesTo act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham CityCare Partnership from Adults, Childrens & Specialist Services, including Urgent Community Response and hospital discharge.To coordinate with community-based health and social care teams/services to enable a citizens discharge to take place safely and appropriately back to the community once identified as medically stable to leave hospital by the hospital-based care coordination team.To support & manage calls which may include information receiving or giving, or dealing with situations where the caller is confused, distressed or angry, or where communication may be a barrier.To accurately input and update new and existing referrals using various databases, including the PCTs SystmOne, NOTIS, Care Centric & Nottingham Health Care Point portal and other systems. To be responsible for running reports and data collection, to inform commissioning services and the provider business unit. This will also contribute to generating & processing referrals, appointments, letters & SMS messagesTo receive, process and manage referrals to the SPA service, being efficient, informative and helpful to stakeholders.To take ownership of the patients referral to ensure all required clinicalinformation is obtained, using own judgment where the information provided is not immediately apparent.To have an understanding and knowledge of the variety of relevant services and their referral criteria available within Health and Social Care to enable appropriate advice and guidance to be given to referrers, and to ensure this information is kept up to date.Assist in the development and maintenance of databases, including Excel and organisation specific systems, ensuring that data is collected, recorded and take part on analysing data as appropriate.To be aware of and appreciate the range of barriers to communication that exist, whether these be due to disability, cultural perspective, language or comprehension and to be able to respond in a supportive, empathetic and courteous manner when answering telephone calls from referrers/ clients/ carers.To adhere to policies, procedures & guides within NHCP, assisting with the provision of audits for monitoring & training.To plan/organise work using own initiative, whilst being able to work as a valuable member of a team.To undertake any additional duties as appropriate and delegated by the manager.Person Specification
Experience
EssentialProven administration experience Proven administrative experience, specifically telephone-based workLeadership & Development qualities, including supervision of staffStrong communication skillsDesirableGood working knowledge of SystmOneExperience of supervising and training others on admin processes and procedures
Qualifications
EssentialEducated to GCSE level or equivalentRSA III or equivalent working experienceknowledge of Microsoft Office to include Outlook/ Word and ExcelDesirableEducated to A-Level or equivalentECDL qualificationCustomer Service Working knowledge of Excel and the management of data bases.
Knowledge and skills
EssentialUnderstanding of confidentiality/ Data Protection.Knowledge of customer relations and an understanding of cultural issues. Excellent communication skills both written and verbal. Excellent telephone mannerExcellent interpersonal skills. Ability to effectively prioritise and organise own workload to meet deadlines. Advanced keyboard skills.Able to communicate effectively with customers when in distress.Able to work effectively as part of a team. Train others on own role and procedures.Ability to act on own initiative and work unsupervised.
Special Requirements
EssentialAbility to be flexible over hours worked within contracted hours to meet the needs of the serviceAbility to work out of hoursTo participate in and fulfil the requirements of the Directors on-call arrangements.
Person Specification

Experience
EssentialProven administration experience Proven administrative experience, specifically telephone-based workLeadership & Development qualities, including supervision of staffStrong communication skillsDesirableGood working knowledge of SystmOneExperience of supervising and training others on admin processes and procedures
Qualifications
EssentialEducated to GCSE level or equivalentRSA III or equivalent working experienceknowledge of Microsoft Office to include Outlook/ Word and ExcelDesirableEducated to A-Level or equivalentECDL qualificationCustomer Service Working knowledge of Excel and the management of data bases.
Knowledge and skills
EssentialUnderstanding of confidentiality/ Data Protection.Knowledge of customer relations and an understanding of cultural issues. Excellent communication skills both written and verbal. Excellent telephone mannerExcellent interpersonal skills. Ability to effectively prioritise and organise own workload to meet deadlines. Advanced keyboard skills.Able to communicate effectively with customers when in distress.Able to work effectively as part of a team. Train others on own role and procedures.Ability to act on own initiative and work unsupervised.
Special Requirements
EssentialAbility to be flexible over hours worked within contracted hours to meet the needs of the serviceAbility to work out of hoursTo participate in and fulfil the requirements of the Directors on-call arrangements.Disclosure and Barring Service CheckThis 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 detailsEmployer nameNottingham CityCare Partnership CICAddressAspect House, Aspect Business Park26 Bennerley RoadBulwellNottinghamshireNG6 8WRUnited KingdomEmployer's websiteEmployer detailsEmployer nameNottingham CityCare Partnership CICAddressAspect House, Aspect Business Park26 Bennerley RoadBulwellNottinghamshireNG6 8WRUnited KingdomEmployer's website