# SPOC Telephone Advisor > NHS job listing from Job Clerk for East of England Community Health and Care NHS Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/spoc-telephone-advisor/4e1ad413-2967-49bb-b243-31a127be2359 - **Markdown:** https://www.jobclerk.com/job/spoc-telephone-advisor/4e1ad413-2967-49bb-b243-31a127be2359.md ## Summary - **Status:** Live - **Employer:** East of England Community Health and Care NHS Trust - **Location:** The Poynt - **Workplace type:** onsite - **Profession:** Ambulance and emergency care - **Grade:** Band 3 - **Salary:** £25,760 - £27,476 per annum, pro-rata - **Contract type:** Permanent - **Employment type:** Full time, Flexible working, 37.5 hours per week (shift patterns 08:00 - 16:00, 09:00 - 17:00, 13:00 -21:00) - **Closing date:** 2026-10-14T22:59:00.000Z - **Posted:** 2026-10-01T08:20:36.640Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Cambridgeshire/Luton/East_England_Community_Health_Care_NHS_Trust_Cambridge/Community_Health_Services/Community_Health_Services-v8335058 - **Application URL:** https://apps.trac.jobs/job-advert/8335058?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.eastofenglandcommunityhealthandcare.nhs.uk ## Job Content ### Job overview Could you use your skills and experience to support the Luton Adults Single Point of Contact to promote great care? Are you enthusiastic, organised and adaptable? Would you enjoy the opportunity to work as part of a small proactive team? We have an exciting opportunity to expand our team of Single Point of Contact/RMS Telephone Advisors within the Referral Management Service (RMS). If you are enthusiastic, motivated and have excellent communication skills we would like to hear from you. The SPOC/RMS is staffed by qualified clinicians who are supported by SPOC/RMS Telephone Advisors with the skills necessary to determine the most effective pathway for delivery of patient care in a timely manner. The post holder will work closely with the clinicians processing referrals, answering a variety of telephone calls and utilising strong initiative skills to provide excellent administration support throughout the shift. Whilst this rewarding non-clinical role can be fast paced and challenging, full support and training will be provided and the Trust is committed to staff development. The service works 365 days per year including weekends and bank holidays from 8am-9pm. We are looking for flexible staff that are able to cover shifts on a rota basis. ### Main duties of the job 'Should we receive a high number of applications we reserve the right to close this vacancy at any point after 08/10/ 2026'. The post holder will manage all incoming communications including telephone, email or letter and/or any other forms of communication. The post holder will use information systems to establish the urgent status of potential new referrals. The post holder will manage day to day enquiries and requests for information. The post holder will work to agreed pathways and protocols to support Community Nursing and Specialist teams. Shift patterns 08:00 - 16:00, 09:00 - 17:00, 13:00 -21:00 ### Detailed job description and main responsibilities Provide an initial point of contact by telephone or email for patients, carers and referrers to Luton Community services including community nursing, end of life care (EOLC) and urgent response services. To answer all incoming telephone calls, complete an initial screening and direct them to appropriate clinician/practitioner across the organisation Will be responsible for inputting and uploading new referrals onto System one, completing triage templates to ensure all relevant information is obtained and adding to the correct Caseload. Liaise with Clinicians and communicate appropriate referrals to the adult clinical services including Community Nursing staff providing home visits and urgent response services Work with other healthcare providers and agencies to support hospital admission avoidance plus timely and safe discharge of patients to the community setting. To complete accurate patient records to ensure continuity of care and enter appropriate minimum data set on Customer Relationship Management System/electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements. To contribute to the continuous improvement and development of the service provision Ability to work autonomously and as part of a team to establish priorities and proceed with objectives with minimal supervision. The Single Point of Access is a 24 hour a day, 365 days a year service that is covered by an specific out of hours nursing team each evening/night between the hours of 9pm until 8am. SPOC telephone Advisers will be expected to work a shift pattern to cover the service between the hours of 8am and 9pm. ## Person Specification ### Experience **Essential** - Knowledge and experience of working within a health care setting - Telephone call handling within a health care setting - Regular requirement for concentration - Regular requirement to deal with distressing or emotionally charged communication **Desirable** - Experience of Referral Management & prioritization using agreed protocols within health care setting - Telephone triage within health care setting- e.g. NHS Direct, 111, GP Out of Hours, GP Practice, Ambulance Service ### Knowledge and Skills **Essential** - Excellent accurate keyboard skills - Excellent telephone skills and manner - Proficient in use of computerised patient electronic record systems. - Proficient in the use of IT systems e.g. Word, Excel to a high standard - The ability to organise and prioritise own workload within an agreed schedule of work and to work under pressure and within agreed timescales - Ability to work flexibly as part of a team - Display the ability to exercise initiative, tact and judgement and be able to make decisions within agreed parameters when required to do so - Ability to communicate effectively when under pressure - Good customer care skills - Positive attitude and approach to responding to all queries and contacts in a helpful manner - Ability to analyse information quickly and effectively, thereby ensuring correct pathway is chosen **Desirable** - Using SystmOne (S1) A/I ### Qualifications and Training **Essential** - Good level of education equivalent of NVQ Level 3 or above **Desirable** - Training in telephone call handling/ triage within health care setting ## Documents - [the trust values & ethos_march26 (pdf, 1.4mb)](https://www.healthjobsuk.com/documents?edoc=3073) - [a message from the chief executive (pdf, 193.1kb)](https://www.healthjobsuk.com/documents?edoc=3043) - [application & interview skills tips_june26 (pdf, 1.1mb)](https://www.healthjobsuk.com/documents?edoc=3056) - [job description and person specification (pdf, 192.4kb)](https://www.healthjobsuk.com/documents?vdoc=10658520) ## 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.