Childrens Contact Centre Administrator

Job overview

The Contact Centre is a key function within the organisation and exists to provide support to 0-19 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.

You 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.

Detailed job description and main responsibilities

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.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.