Job overview
We are recruiting for a Contact Centre Coordinator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
We are seeking a motivated individual to join our Outpatients Appointment Centre into dynamic and fast-paced role where you can make a meaningful impact. This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services.
The Contact Centre Coordinator is responsible for the day-to-day operational leadership of the Contact Centre. The successful applicant will Manage a team of Contact Centre Advisors, ensuring effective communication, smooth coordination of outpatient services, and high-quality customer service to patients and stakeholders.
We are seeking individuals with excellent communication and interpersonal skills, who can effectively prioritise tasks and manage their workload in a fast-paced, high-pressure environment. Strong IT proficiency and confidence in using computer systems are also essential.
This position offers excellent career development opportunities within the NHS and serves as a fantastic role for those looking to progress in healthcare administration and/or operational management.
At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.
Main duties of the job
Manage the daily operations of the contact centre, ensuring staff coverage, performance, and adherence to.
Provide leadership and support to administrative staff including rota management, delegation of tasks, and conflict resolution.
Lead on the recruitment, induction, and training of new team members.
Act as the first point of escalation for complex patient queries, complaints, or issues that require immediate resolution.
Provision of an efficient administrative support service to all aspects of the contact centre services.
Monitor service delivery and performance indicators (e.g. call handling times, response rates, appointment booking targets).
Detailed job description and main responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role
Person specification
Other Requirements
Essential
- Professional and patient-focused approach
- Flexible, reliable and adaptable
- Confident and calm under pressure
- Evidence of ability to work independently and as part of a team
Personal Attributes
Essential
- Committed to providing high-quality service and continuous improvement
- Willingness to contribute ideas for service enhancements or innovation
Previous Experience
Essential
- Significant experience in an administrative or clerical role
- Evidence of supervisory experience supporting a team
- Experience of dealing with patient/customer and staff enquiries in a high pressure environment
Desirable
- Experience working within an NHS or healthcare setting
Skills and Knowledge
Essential
- Excellent communication skills, both written and verbal
- Proven ability to organise and prioritise own and others’ workload
- Evidence of problem solving and conflict resolution skills
- Ability to analyse and interpret service data
- Proven ability to lead and supervisor a team as a line manager
- Good understanding of patient pathways RTT and NHS Access targets
Desirable
- Significant Lorenzo and eRS knowledge
- Understanding & experience of accountability and taking initiative in problem solving
- Knowledge of sickness management/appraisals/performance reviews
Qualifications / Training
Essential
- Evidence of continued professional and personal development
- Training relevant to the role
Desirable
- GCSEs or equivalent in English and Maths at ‘pass’ grades
- Leadership or management training
Role model our Trust values every day
Essential
- Experience and evidence of engagement around equality, diversity and inclusion issues in relation to policy, service development and service delivery in respect of both services to users and the management of staff
- Acts as a role model and mentor for junior staff
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Applying for this NHS job
This advert is for Contact Centre Coordinator with East and North Hertfordshire NHS Trust in Stevenage, East of England, England. It is listed as a Band 5 Administrative and IT role. The advertised salary is £32,073 - £39,043 Per annum, pro rata. The contract type is 12 months (12 month fixed term or secondment opportunity, end date: 30/09/2027). The application deadline is 06 Aug 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (23 Jul 2026) to decide whether this role fits your current NHS job search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
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