# Childrens Contact Centre Administrator > NHS job listing from Job Clerk for Central and North West London NHS Foundation Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/childrens-contact-centre-administrator/0bce0002-f122-4c5f-bcac-59b6422ebe53 - **Markdown:** https://www.jobclerk.com/job/childrens-contact-centre-administrator/0bce0002-f122-4c5f-bcac-59b6422ebe53.md ## Summary - **Status:** Live - **Employer:** Central and North West London NHS Foundation Trust - **Location:** 2 South Civic Centre - **Workplace type:** onsite - **Profession:** Administrative and IT - **Grade:** Band 3 - **Salary:** £30,630 - £32,346 per annum incl. HCAS (pro rata if part time) - **Contract type:** Permanent - **Employment type:** Full time - 37.5 hours per week - **Closing date:** 2026-08-18T22:59:00.000Z - **Posted:** 2026-08-13T09:30:34.578Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/London/Uxbridge/Central_North_West_London_NHS_Foundation_Trust/Administrator/Administrator-v8207590 - **Application URL:** https://apps.trac.jobs/job-advert/8207590?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.cnwl.nhs.uk ## Job Content ### 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. ## Person Specification ### Education **Essential** - - GCSE (A* - C) or equivalent in Maths and English ### Experience **Essential** - Experience of working in an administrative capacity - Understanding of Equal Opportunities and Diversity - Understanding of Data Protection / Confidentiality **Desirable** - 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 ### Personal Qualities **Essential** - Self motivator - Capacity to manage a demanding workload - Good team-player ### Skills and Abilities **Essential** - 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 ## Documents - [cnwl values (pdf, 182.9kb)](https://www.healthjobsuk.com/documents?edoc=1162) - [cnwl staff charter (pdf, 684.7kb)](https://www.healthjobsuk.com/documents?edoc=2868) - [cnwl staff networks (pdf, 320.0kb)](https://www.healthjobsuk.com/documents?edoc=1160) - [job description & person spec (pdf, 208.4kb)](https://www.healthjobsuk.com/documents?vdoc=10514418) - [cnwl reward and wellbeing handbook 2020 (pdf, 1.1mb)](https://www.healthjobsuk.com/documents?edoc=1773) - [cnwl culture scarf behaviour framework (pdf, 710.2kb)](https://www.healthjobsuk.com/documents?edoc=2869) - [accommodation information for new starters (pdf, 120.6kb)](https://www.healthjobsuk.com/documents?ddoc=2438) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.