Operations Centre Service Advisor

Lincolnshire Community Health Services NHS Trust; Lincoln; Hybrid; GBP 26,000 - 27,000; Full time

Job summary

Lincolnshire Community Health Services NHS Trust is seeking a Service Advisor for its 24/7 Operations Centre in Lincoln. The role offers a hybrid pattern between Beech House and home-based work and involves handling enquiries, processing referrals and coordinating home visits to ensure timely community care.

Applicants should have an A level/level 3 in Business & Administration, familiarity with Office 365, and NHS or Social Care experience.

Qualifications

• A level/ a level 3 qualification in Business & Administration or equivalent experience.
• Good understanding of Microsoft Office 365
• Experience of working in an NHS or Social Care Setting

Responsibilities

• To answer the telephone and process e-mails to deal with general enquiries/referrals received from the public, healthcare professionals, and other partner organisations.
• To act in the role of Dispatcher, allocating resources to attend patients home addresses to provide care and reduce hospital admissions.
• To be a resourceful problem solver that utilises the people and processes in place to provide an excellent level of patient care.
• To be adaptable and positive to embedding any changes into the functions of the Operations Centre.

Skills

Communication skills

Customer service

Microsoft Office 365

Keyboard skills

Education

A level/ level 3 Business & Administration

Tools

SystmOne

Job description

Main area Administration & Customer Service Grade Band 3 Contract Permanent: Full time/Part time Hours

• Full time
• Part time
• Job share
• Flexible working

37.5 hours per week (We are a 24/7 including weekends and bank holidays service) Job ref 818-IUC383

Site Operations Centre, Beech House Town Lincoln Salary £25,760 - £27,476 Per annum, pro rata. Unsocial payments in line with AFC Salary period Yearly Closing 28/08/2026 12:00

We recognise that outstanding care can only be delivered through our people. We want to attract people who can help us deliver our vision. We want in return to help people achieve what they wish in their careers in the NHS at LCHS.

We are always keen to welcome highly skilled, committed and compassionate individuals to our teams – people who put patients at the heart of everything they do and are ready to help us achieve our vision.

Lincolnshire Community Health Services NHS Trust (LCHS) and United Lincolnshire Hospitals NHS Trust (ULHT) have come together in a Group arrangement, with the goal of improving the care provided to patients across the county.

This will not constitute a formal merger of the two organisations, but will bring the Trusts together under a single Board and Executive Leadership Team, with the goal of improving the care that is provided to patients both in the community and in hospitals across Lincolnshire. Both Trusts will retain their separate statutory names and legal obligations.

The Group will be known as Lincolnshire Community and Hospitals NHS Group (LCHG).

Our Group values guide everything we do. They are:

• Compassionate - We care about people - Compassionate is the act of showing empathy, kindness, and respect to others, recognising their individual needs and circumstances. It involves listening, understanding, and supporting others in a way that makes them feel valued, safe, and cared for.
• Collaborative - We work together as a team - Collaborative is working inclusively and respectfully with others to achieve shared goals. It involves open communication, valuing diverse perspectives, and building trust to create a supportive and effective team environment.
• Innovative - We strive to improve - Innovative is the process of exploring new ideas, approaches, and technologies to improve care, services, and working practices. It involves creativity, curiosity, and a willingness to take risks in a safe and supportive environment.

If you believe in them too, then you are ready to join the LCHG team.

We’ve taken great pride in building working environments where staff always feel valued, cared for and part of a team. Without doubt this is a challenging yet very rewarding job that is at the centre of health and care in Lincolnshire - making a positive difference to our patients. We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated.

Job overview

The Operations Centre sits within Beech House and provides an around the clock point of access for patients and professionals to access health care in the community.

Reporting directly to the Operations Centre Team Manager, you will be working as a Service Advisor within the Operations Centre which operates on a 24/7 basis 365 days per year.

We have a range of shift patterns available to help you meet your work life balance (with unsocial hours payments where applicable), however flexibility is key as we are a 24/7 service and patient care is at the heart of what we do.

We currently have vacancies for both full and part time Service Advisors and offer a hybrid working pattern between Beech House and working from home. Previous applicants need not apply.

Main duties of the job

As a Service Advisor, you will be working within a busy Operations Centre where you will be the listening ear and the voice of Lincolnshire Community Health Services. This role will enable you to support patients within the community of Lincolnshire by handling general enquiries and processing referrals that have come through via telephone calls or e-mails from the public, healthcare professionals, and other partner organisations. We will then develop your skills to enable you to undertake the Dispatch role, which involves coordinating the Home Visiting team to ensure patients receive the appropriate care in the community, to avoid unnecessary hospital admissions.

We are looking for individuals who can utilise effective communication skills, whilst paying attention to detail, and handle confidential information such as patient records on SystmOne. You will also need to be computer literate and be familiar with using Office 365.

In summary, this role would suit a strong communicator with a caring, empathetic, and professional manner, to support the Operations Centre in achieving the objectives of the service that we deliver.

Working for our organisation

Lincolnshire Community Health Services (LCHS) is a trust within the National Health Service (NHS) that was formed to focus on providing great care, closer to home. To achieve this goal, there is a strong focus on providing services that help people receive care in the community of Lincolnshire.

The Operations Centre has a huge impact on achieving this vision. As a Service Advisor, you will use your resourceful knowledge to help arrange the right care for patients, or signpost them to other relevant services to ensure they get the help they need.

Detailed job description and main responsibilities

• To answer the telephone and process e-mails to deal with general enquiries/referrals received from the public, healthcare professionals, and other partner organisations.
• To act in the role of Dispatcher, allocating resources (Healthcare Professionals) to attend patients home addresses to provide care and reduce hospital admissions.
• To be a resourceful problem solver that utilises the people and processes in place to provide an excellent level of patient care.
• To be adaptable and positive to embedding any changes into the functions of the Operations Centre.
• To embrace feedback using it as a learning opportunity to further develop your skills and knowledge

Person specification

Qualifications

• A level/ a level 3 qualification in Business & Administration or equivalent experience.
• Good understanding of Microsoft Office 365
• experience of working in an NHS or Social Care Setting

Skills

• Previous experience in dealing with members of the public: face to face or telephone interface
• Good standard of written communication skills
• Confident and accurate keyboard skills.

Experience

• Be able to deal with potentially difficult calls with empathy and a “can do” approach.
• Assist with the investigation of complaints with set deadlines and a customer focussed approach.
• Awareness of complaint handling processes.
• Previous experience of coaching or mentoring

Knowledge

• Knowledge of confidentiality and data protections legislation and able to use discretion where necessary.
• Ability to make sound judgements when prioritising workloads and knowing when to refer.

Enjoy a better quality of life in one of the UK's most welcoming counties.

Whether you're taking the first exciting steps in your career, itching for a new challenge or searching for a better place to raise a family, Lincolnshire welcomes everyone.

Discover a range of rewarding health and social care careers in a county that's friendly, fascinating, affordable and brimming with everything you need to live a happy life.

Important Information: All new employees will be subject to a charge if a DBS check is required for the post. The Disclosure & Barring Service application form (formerly CRB) will be provided by LCHS and the fee will be deducted from your salary over a maximum of a 3 month period.

Any existing employees who require a DBS check as part of the application process will be subject to a charge for that DBS check.

We are a Disability Confident employer ensuring that disabled people have the opportunities to fulfil their potential and realise their aspirations.

Support and/or assistance with completing an application form is available from the Human Resources Team by calling 01522 572889.

We encourage and support vaccination update as this remains the best line of defence against COVID19.

Please note, for applicants with previous NHS service: If successful at interview, we will initiate an Inter Authority Transfer (IAT) via the Electronic Staff Record (ESR). This retrieves key data from your current or previous NHS employer to support onboarding, including competency status, Continuous Service Dates (CSD), and annual leave entitlement

Due to the high volume of applications we receive, LCHS reserves the right to close this advert prior to the closing date.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.