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Job summary

Main area
District nursing
Grade
Band 2
Contract
6 months (6 months fixed term contract with possibility of extension.)
Hours
Full time - 37.5 hours per week (8:00-16:00 or 9:00-17:00)
Job ref
197-AJ7205
Employer
Lewisham and Greenwich NHS Trust
Employer type
NHS
Site
Laurence House
Town
london
Salary
£24,465 per annum plus HCA
Salary period
Yearly
Closing
25/09/2025 23:59

Employer heading

Lewisham and Greenwich NHS Trust logo

Call Centre Administrator (Single Point of Access)

Band 2

Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.

Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary’s Hospital in Sidcup.

We have recently launched our new vision and values to mark the LGT10 – the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.

To achieve this we value Respect, Compassion, and Inclusion; Being accountable over  staying comfortable; Listening  over always knowing best; and Succeeding together over achieving alone. You can read more about our visions and values here

Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as “good” or “outstanding” in over three-quarters of the services inspected by the Care Quality Commission.

Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.

LGT is a centre for the education and training of medical students enrolled with King’s College London’s GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.

We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the ICS in Bexley, Greenwich and Lewisham.

Job overview

We are currently seeking two  enthusiastic and experienced Administrators to join our Adult Community Services Call Centre team (Single Point of Access-SPA) at Lewisham and Greenwich NHS Trust on temporary basis. The SPA team are based at Laurence house in Catford. 

 The post holders  will play a vital role in delivering  administrative support to the service, contributing to the smooth functioning of operations. Main duties include  responding to telephone and email queries and processing referrals and  messages received by  assigning  them to the appropriate teams on our electronic patients records system (RiO).

Main duties of the job

Key Responsibilities of the post:

Collaborate within the  Single Point of Access call centre, supporting various teams, including District Nursing, Bladder, Bowel and Pelvic Health, Lower Limb and Lymphoedema Service, Tissue Viability Nurse, IV OPAT service, Proactive aging well service, Admiral Nurse  and the Urgent Community Response team.

Liaising with patients, hospitals and GPs to support these teams as they carry out their duties around the Lewisham Borough.

Process new referrals accurately via email and telephone and promptly assigning these referrals to the appropriate team, ensuring a high level of data accuracy in the RiO system.

Act as the first point of contact for patients, friends and families, ensuring efficient and timely communication.

Uphold patient confidentiality and handle distressed or potentially aggressive callers with sensitivity, adhering to protocols.

 

Working for our organisation

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:

  1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
  2. Widening access (anchor institution) and employability
  3. Improving the experience of staff with disability
  4. Improving the EDI literacy and confidence of trust staff through training and development
  5. Making equalities mainstream

Detailed job description and main responsibilities

We are looking for someone who has the following: 

Experience with office procedures and systems. E.g. Microsoft Office applications, particularly outlook and word.

Can demonstrate strong computer skills for efficient data entry and utilisation.

Has the ability to work as part of a team.

Able to meet deadlines under pressure.

Good communication skills with excellent customer care understanding should be demonstrated at all times.

The ability to work unsupervised at times is essential and an experience of working within the NHS would be an advantage

Person specification

Qualifications and Training

Essential criteria
  • Educated to GCSE Level
  • Previous Experience of working within the NHS
Desirable criteria
  • Administrative/Secretarial qualification, e.g. Customer care Training.

Knowlege and Experience

Essential criteria
  • Knowledge and experience of office procedures and systems.
  • Knowledge and experience of computer systems and applications
Desirable criteria
  • Experience of working in a similar role.
  • Experience using RiO

Personal attributes and Skills

Essential criteria
  • Excellent communication skills.
  • Ability to work effectively alone and as part of a team.
  • Good time management skills.
  • Ability to work without constant supervision and prompting.
  • Excellent customer service skills

Employer certification / accreditation badges

Trust IDCapital Nurse, LondonVeteran AwareApprenticeships logoTimewise helps businesses to attract and develop the best talent through flexible working.No smoking policyLondon Living Wage is a voluntary commitment made by employers, who can become accredited with the Living Wage FoundationAge positiveDisability confident leaderArmed Forces Covenant (Silver Award)We offer Wagestream - A financial wellbeing benefit which lets you access your pay as you earn it.NHS Rainbow badgePrince's Trust - Proud to support the Prince's trust - Youth can do itStep into healthHappy to Talk Flexible WorkingArmed Forces Covenant

Application numbers

To ensure fairness and manageable shortlisting processes, some vacancies may have an application cap. This means the vacancy will close once a set number of applications have been received even if this happens before the advertised closing date.

We recommend applying as early as possible to avoid missing out. All applications received before the cap is reached will be considered equally and assessed against the person specification.

Documents to download

Apply online now

Further details / informal visits contact

Name
Jo Day
Job title
Admin Manager
Email address
[email protected]
Telephone number
020 8314 7583
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