Job overview
Following the recent merger of Norfolk Community Health and Care NHS Trust and Cambridgeshire Community Services NHS Trust, we are now proud to be part of East of England Community Health and Care NHS Trust (EECH) – one of the largest community healthcare providers in England, delivering services across a wide geographical area and supporting thousands of patients every day.
We are looking for an enthusiastic, motivated and experienced Operational Hub Coordinator to join our award-winning Single Point of Contact (SPoC) team based at Norwich Community Hospital.
This is an exciting opportunity for someone who enjoys leading people, solving problems, improving processes and ensuring patients receive timely access to the care and support they need.
As a key member of the SPoC leadership team, you will support the day-to-day operation of a busy contact centre environment, providing supervision and support to Operational Hub Administrators whilst ensuring referrals, calls and electronic tasks are managed safely, efficiently and to a high standard.
Main duties of the job
As an Operational Hub Coordinator, you will:
- Provide day-to-day supervision and support to the SPoC team
- Conduct regular supervisions, feedback sessions and annual PDP reviews
- Support recruitment, induction, training and development of staff
- Monitor call quality, referral quality and performance standards
- Produce audits, reports and performance data
- Assist with rota management and service staffing requirements
- Act as a point of escalation for complex referrals, complaints and operational issues
- Support service improvement initiatives and process development
- Work closely with Clinical Operations Managers, Clinical Leads and community teams across Norfolk
- Help ensure patients receive a safe, responsive and high-quality service every day.
Detailed job description and main responsibilities
- Provide day-to-day supervision and support to the SPoC team
- Conduct regular supervisions, feedback sessions and annual PDP reviews
- Support recruitment, induction, training and development of staff
- Monitor call quality, referral quality and performance standards
- Produce audits, reports and performance data
- Assist with rota management and service staffing requirements
- Act as a point of escalation for complex referrals, complaints and operational issues
- Support service improvement initiatives and process development
- Work closely with Clinical Operations Managers, Clinical Leads and community teams across Norfolk
- Help ensure patients receive a safe, responsive and high-quality service every day.
Person specification
Other
Essential
- Flexibility to travel to other sites
- Able to make own travel arrangements
- Able to work shift patterns
Experience
Essential
- Proven ability to demonstrate systematic approach to prioritisation or work and cope under pressure to meet deadlines
- Professional contact with the General Public
- Customer Care experience
- Ability to analyse performance reports
- Ability to take minutes
- Previous NHS experience
- SystmOne experience
Communication
Essential
- Able to communicate effectively in written and verbal English language
Qualifications
Essential
- GCSEs Level 4/ Grade C or above in English and Maths, or equivalent
- Higher level of education (e.g. NVQ Level 3 Business Administration or equivalent experience)
Desirable
- RSA II or equivalent typing qualification
Personal and People Development
Essential
- Enthusiastic and motivated
- Committed to providing the best possible service to patients
- Team Player
- Articulate, calm, polite and well-motivated
- Ability to work on own initiative
- Tact and diplomacy
Skills, Abilities and Knowledge
Essential
- Comprehensive working knowledge of Microsoft Office
- Excellent verbal and written communication skills
- Supervisory and management skills
- Ability to work to work on own initiative and manage own workload
- Ability to work without direct supervision
- Excellent organisational and problem solving skills
- Excellent attention to detail
- Proven ability to demonstrate systematic approach to prioritisation or work and cope under pressure to meet deadlines
- Keyboard skills
Personal Attributes / Behaviours
Essential
- • Able to identify with the Trust’s commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
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Applying for this NHS job
This advert is for SPoC Operational Hub Coordinator with Norfolk Community Health and Care NHS Trust in Norwich, East of England, England. It is listed as a Band 4 Administrative and IT role. The advertised salary is £28,392 - £31,157 pa. The contract type is Permanent. The application deadline is 23 Jun 2026.
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