Support Worker (Navigation Hub)

Provide CIC; Maldon; Hybrid; GBP 26,000 - 27,000; Full time

Job summary

Provide CIC in Maldon is seeking a Band 3 Navigation Hub Support Worker to join Essex Sexual Health Service. You will be the first point of contact, handling telephone, email and digital enquiries while guiding patients to appropriate sexual health and contraception services.

Working within a busy team, you will conduct protocol-led assessments, book appointments, maintain electronic records and support stock, with occasional home working subject to service needs.

Qualifications

• NVQ 3 or equivalent qualification.
• Experience in customer service and communicating with the public.
• Experience in protocol-led triage or assessments.
• Experience in healthcare, sexual health or public service setting.
• Ability to work as part of a team and handle challenging situations.

Responsibilities

• Act as first point of contact for service users via telephone, email and digital channels.
• Undertake protocol-led assessments, triage and provide information and signposting.
• Book, amend and manage appointments, referrals and result pathways; support patient journeys.
• Maintain accurate electronic patient records and manage enquiries and shared inboxes.
• Escalate safeguarding concerns and clinical risks as required.
• Support eC-Card scheme, stock management and distribution of health materials.
• Contribute to navigation hub operations and cross-team collaboration.
• Participate in service improvement, meetings and training; adhere to policies.

Skills

Customer service experience

Communication skills

Teamwork

Protocol-led triage

Healthcare setting exposure

Education

NVQ 3 or equivalent

Job description

Main area Sexual Health Service Grade NHS AfC: Band 3 Contract Permanent Hours Full time - 37.5 hours per week (Shifts allocated to cover service needs 8am to 8pm Monday to Friday and Saturday 8 to 1) Job ref 828-PROVIDE4376

Employer Provide CIC Employer type NHS Site St Peters Hospital Town Maldon Salary £25,760 - £27,476 Per annum Salary period Yearly Closing 20/11/2026 23:59

Job overview

The Band 3 Navigation Hub Support Worker is often the first point of contact for patients, carers and healthcare professionals accessing Essex Sexual Health Service. As part of the Navigation Hub team, you will manage telephone and digital enquiries, helping people access sexual health and contraception services in a professional, confidential and compassionate manner.

Using established booking guides, pathways and protocols, you will undertake assessment and triage activities, provide information and guidance, book appointments, support access to digital services and signpost individuals to appropriate services.

Working in a busy and rewarding environment, you will maintain accurate electronic patient records and support the coordination of patient journeys to ensure timely access to care.

The role also contributes to key operational activities, including administrative support, stock management, and the preparation and dispatch of condoms and health promotion materials.

Based within our Chelmsford Navigation Hub, you will be part of a dedicated team committed to improving sexual health and wellbeing. The role includes office-based working, with opportunities for home working subject to service needs and management agreement.

Main duties of the job

• Act as a first point of contact for service users, providing a professional, confidential and compassionate service through telephone, email and digital channels.
• Undertake protocol-led assessments and triage, providing information, guidance, signposting and timely access to appropriate services and care pathways.
• Book, amend and manage appointments, referrals, test result pathways and follow-up activities, supporting efficient patient journeys and service capacity.
• Maintain accurate electronic patient records and manage enquiries, referrals and shared inboxes in accordance with service procedures, data quality standards and confidentiality requirements.
• Escalate safeguarding concerns, clinical risks and complex enquiries in line with agreed protocols and procedures.
• Support the administration of the eC-Card scheme, preparation and dispatch of condoms and sexual health resources, and the maintenance of stock, stationery and supplies.
• Contribute to the efficient operation of the Navigation Hub through effective administrative support, workload management and collaborative working with colleagues and partner organisations.
• Participate in service improvement, team meetings, training and development activities.
• Comply with organisational policies, information governance, safeguarding, mandatory training and professional standards.
• Maintain a commitment to continuous learning and the delivery of high‑quality, person‑centred care.

Working for our organisation

Provide is a Community Interest Company (social enterprise). We deliver a broad range of health and social care services in the community, and are committed to making sure that they are safe, responsive and of high quality. Provide is owned by its employees and has primarily social objectives. Any profits we make are reinvested into the local community or back into delivering services.

We work from a variety of community settings, such as community hospitals, community clinics, schools, nursing homes and primary care settings, as well as within people’s homes to provide more than 40 services to children, families and adults across Essex, Dorset, East Anglia and the North of England.

A highly respected, award winning health and social care provider. We expect our colleagues to demonstrate and uphold our values at all times:

Vision: Transforming Lives

Values: Care, Innovation and Compassion

Mission: An ambitious, employee owned social enterprise, growing in size and influence. We transform lives by treating, caring and educating people.

Provide is an equal opportunity employer committed to building a team that represents a variety of backgrounds, perspectives and skills, proud to have LGBT+, Ethnic Minority and Men’s Networks.

We welcome applicants from underrepresented groups. If you have the skills and experience for the job, please apply regardless of your background.

Detailed job description and main responsibilities

Please see the attached job description for a full list of the main responsibilities for this role. Thank you for taking the time to apply for a role within Provide.

Application form

• NVQ 3 or equivalent
• Previous customer service or customer care experience.
• Experience of communicating with members of the public.
• Experience of managing challenging situations and responding appropriately.
• Experience of working effectively as part of a team and building positive working relationships
• Experience of working within a protocol-led triage or assessment service.
• Experience working in a healthcare, sexual health, public health, or public service setting

Attributes

• Ability to demonstrate a strong commitment to and skills in customer care.
• Excellent administrative, organisational, and time-management skills.
• Understanding of the barriers that may affect access to sexual health services and the ability to respond sensitively to individual needs