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.
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.
East of England Community Health and Care NHS Trust (EECH) was formed through the merger of Norfolk Community Health and Care NHS Trust and Cambridgeshire Community Services NHS Trust, creating one of the largest providers of community healthcare services in England.
We provide a wide range of community, specialist and children's services, supporting patients and their families to receive high-quality care closer to home. Our staff work across a diverse range of settings, including community hospitals, clinics, patients' homes and administrative support services.
At EECH, our people are at the heart of everything we do. We are committed to creating an inclusive, supportive and compassionate working environment where staff feel valued, respected and empowered to develop their careers. We actively encourage innovation, continuous improvement and collaborative working to ensure we deliver the best possible outcomes for the communities we serve.
The Single Point of Contact (SPoC) is a vital service within the Trust, acting as the gateway to community nursing and therapy services across Norfolk. Our teams support thousands of patients, carers and healthcare professionals each year, ensuring referrals and enquiries are managed efficiently, safely and compassionately.
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.
Please see full Job Description and Person Specification
