Operations Centre Service Advisor

3 weeks ago


Lincoln, United Kingdom Lincolnshire Community Health Services NHS Trust Full time

Reporting directly to the Operations Centre Team Manager, you would be working as a Service Advisor within the Operations Centre which operates on a 24/7 basis (365 days per year) and this will be inclusive of working over the Christmas and New Year period.

Typically, you will be working a mixture of both day and night shifts where the hours tend to consist of the shift examples listed below although flexibility is required to suit the demand of the service.
- Early day shifts (7:00 - 17:00 or 8:00-18:00)
- Middle day shifts (9:00-19:00)
- Late day shifts (10:00-20:00)
- Twilight shifts (14:00-00:00)
- Night shifts (19:00-7:00)

Wecurrentlyhave several vacancies for afull time Service Advisors,working 37.5 hoursper week, including one specific post working a pattern of 2 days and 2 nights on a 4 on, 4 off basis. The initial training period will be 6 weeks.

If you are interested in this role, please contact the Training & Audit Officer listed below for more information.
- 07583019905

Alternatively, you can contact one of the Operations Centre Team Managers listed below for more information.

Please note that for this vacancy, interviews will be held on the 27th and 28th June 2023with the anticipated start date of employment being 31st July 2023.

Specifically, we are looking for individuals who can utilise effective skills in Customer Service whilst focusing on attention to detail when handling confidential information such as Patient records on SystmOne. You will need to be computer literate and have the ability to adapt to the needs of your callers as there may be times when you need to de-escalate frustrated / emotional / distressed callers as a method to get them the help that they need.

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

Lincolnshire Community Health Services NHS Trust is in the top 25 per cent of all community trusts for overall staff engagementin the 2021 NHS National Staff Survey.

LCHS recognises the increasing demand for more flexibility in working practices in order to accommodate the personal goals and commitments that employees experience at different stages during their working lives. Flexible working opportunities such as part-time working, compressed hours, job shares, and hybrid working models can help staff to balance their personal and work commitments. Arrangements can be put in place if it can be shown that the needs of the individual can be balanced with those of the service and the impact on other team members, enabling the Trust to recruit and retain skilled staff, raise staff morale, reduce absenteeism and respond to changing service needs more effectively.
- To act in the role of Dispatcher meaning that you will allocate resources (Healthcare Professionals) to attend Patients to provide care in their homes.
- 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 have a keen approach to learn from any mistakes made whether that be in the form of a Datix, Audit feedback or general training/mentorship/coaching from the supportive colleagues you’d be working with

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 help achieve that, there is a strong focus on providing services that help people receive care in the community of Lincolnshire as a way of preventing them from being admitted into Hospitals or being referred into services that they don’t require.

The Operations Centre itself has a huge impact on achieving this vision because as a Service Advisor, there is a requirement to not only use resourceful knowledge to arrange the right care for people but to have a role of educating people so that they get signposted in the right direction regardless of what their enquiry may be.


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