Service Advisor

NHS; Nottingham; On-site; GBP 27,000 - 31,000; Full time

Job summary

A community healthcare provider in Nottingham seeks a full-time Service Advisor to enhance customer service within a busy team. Responsibilities include managing patient inquiries and appointments, updating records, and delivering high-quality service. Ideal candidates possess excellent communication skills and previous administrative experience, with further training on healthcare systems provided. Competitive salary and shift patterns available.

Benefits

Enhancements for working evenings and weekends

Contribution to local community health

Supportive work environment for diverse backgrounds

Qualifications

• Previous administrative experience and handling of sensitive information.
• Proven experience in telephone-based work and solving queries.
• Experience working within multidisciplinary teams.

Responsibilities

• Provide high-quality service to all customers.
• Manage referrals and appointments effectively.
• Update patient records using various systems.
• Prioritize calls and manage clinical inquiries.

Skills

Excellent customer service skills

Problem-solving skills

Multi-tasking skills

Ability to work under pressure

Education

GCSE level or equivalent

RSA III or equivalent working experience

Knowledge of Microsoft Office

NVQ 3 in Administration or Customer Service

Tools

SystmOne

Microsoft Office

Job description

Job summary

Are you looking for a challenging and rewarding role in healthcare

We are looking for 1 full time Service Advisor to join Nottingham Health and Care Point (NHCP) based at Aspect House Bulwell.

Nottingham Health and Care Point provide a single point of access for community healthcare across Nottingham for City Care services. Along with supporting our Community Nursing Team to provide care & support to our housebound patients within Nottingham City.

We are looking for an enthusiastic individual who have excellent customer service skills and are committed to offering a positive customer experience.

You must be motivated with the ability to work in a busy team environment dealing with patients, GPs and other healthcare professionals on the telephone.

You will need to be computer literate with knowledge of SystmOne, Microsoft Office packages and/or other healthcare computer systems being desirable.

You will be required to use your initiative, prioritise tasks and remain calm under pressure. You should have previous administrative experience, be able to deal with sensitive and confidential information and possess good problem‑solving skills. Multi‑tasking skills are an essential part of this role.

The post holder will need to be available Monday–Sunday over a varied shift pattern: 08:00‑16:00,10:00‑18:00, 14:00‑22:00.

Enhancements for working evenings after 20:00hrs, weekends & Bank Holidays under Agenda For Change Terms & Conditions.

Main duties of the job

• Provide the first level of non‑clinical triage to patients using questionnaires embedded within our clinical software, SystmOne. Book visits and signpost callers as appropriate, escalating urgent cases onto a clinical responder or the emergency services as appropriate.
• Act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham City Care Partnership. Take ownership of the patient's referral to ensure all required clinical information is obtained for the clinical service that is most appropriate to meet the patient's needs.
• Process Subject Access Requests on behalf of City Care services. Support information governance (IG) professionals to respond to SARs in a timely manner.
• Accurately input and update patient records using various electronic systems.

For any further information please contact Michelle Parsons on 07500 572454 or email [e-mail].

About us

We are a provider of NHS Community Health Services, CityCare exists to support the health and wellbeing of all local people, working alongside other health and care partners to achieve this. We are a value driven, people business with a passion for excellence. Our vision and social purpose is to make a difference everyday to the health & wellbeing of our communities and our values of kindness, respect, trust and honesty lie at the heart of everything we do, guiding how we work together with partners and each other to consistently deliver high quality compassionate care. As a social enterprise we aim to add social value by investing in the future of our local communities and helping to make a difference in peoples lives.

CityCare value the benefits of a diverse and inclusive workforce. We encourage applications from candidates who identify as disabled, LGBT+ or from a Black, Asian or Minority Ethnic (BAME) background, as they are currently under‑represented within our organisation.

We are proud to be a forces‑friendly organisation and are dedicated to supporting Veterans, Service Leavers, Reservists, and military spouses/partners. We value the unique skills and contributions you bring.

CityCare is an equal opportunities employer. We are positive about employing people with disabilities. If you require your application in a different format please contact People Services on 0115 8839418. CityCare is committed to the protection of vulnerable adults and children.

Job details

Details Date posted: 07 November 2025

Pay scheme: Agenda for change

Band: Band 4

Salary: £27,485 to £30,162 a year

Contract: Permanent

Working pattern: Full-time

Reference number: B9826-PACD-6380

Job locations: Aspect House, Aspect Business Park, 26 Bennerley Road, Bulwell, Nottinghamshire, NG6 8WR

Job responsibilities

• Provide an excellent, high‑quality service to all customers using Nottingham Health & Care Point (NHCP) hosted by Nottingham City Care Partnership.
• Work within a busy administration team environment and facilitate and administer a referral management, appointment booking & signposting function on behalf of majority of City Care Services, including specialist services.
• Have a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the NHCP service.
• Work in collaboration with City Care services, stakeholders & Social care to support the aim for patients to get the right care from the right person at the right time in the right place.
• Multi‑task a variation of calls, including clinical calls for City Care Community Nursing patients. Prioritise calls & make judgments based on the information provided by the patient/carer/Health Professional & tools within SystmOne.
• Process Subject Access Requests on behalf of City Care services in line with current data protection legislation relating to the disclosure and sharing of personal information. Ensure the information required is sent within 28 days to the recipient.
• Accurately input and update patient records using various electronic systems such as SystmOne, NOTIS, Care Centric & Nottingham Health Care Point portal, including information gathering and generating & processing referrals, appointments, letters & SMS messages.
• Adhere to policies, procedures & guides within NHCP, assisting with the provision of audits for monitoring & training.
• Distribute work within the team ensuring KPIs & priorities are met.
• Report all untoward events/near misses involving incidents or complaints, capturing all necessary information in line with City Care incident reporting procedure.

Person specification

• Qualifications (Essential): Educated to GCSE level or equivalent; RSA III or equivalent working experience; knowledge of Microsoft Office (Outlook/Word/Excel).
• Qualifications (Desirable): Educated to A-Level or equivalent; ECDL qualification; Administration or Customer Service NVQ 3 or equivalent.
• Experience (Essential): Proven administrative experience, specifically telephone‑based work; proven experience of handling queries and solving problems over the telephone; experience of dealing with sensitive/confidential information; experience of working within multidisciplinary teams.
• Experience (Desirable): Good working knowledge of SystmOne.
• Knowledge & Skills (Essential): Understanding of confidentiality/Data Protection; knowledge of customer relations and cultural issues; excellent communication skills (written & verbal); excellent telephone manner; excellent interpersonal skills; ability to prioritise and organise workload; advanced keyboard skills; ability to communicate effectively with customers in distress; ability to work effectively as part of a team; train others on own role and procedures; act on own initiative and work unsupervised.
• Special Requirements (Essential): Ability to be flexible over hours worked within contracted hours to meet the needs of the service; ability to work out of hours; participation in directors on‑call arrangements.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name: Nottingham CityCare Partnership CIC

Address: Aspect House, Aspect Business Park, 26 Bennerley Road, Bulwell, Nottinghamshire, NG6 8WR

Employer website: https://www.nottinghamcitycare.nhs.uk/