Contact Centre Coordinator | East and North Hertfordshire Teaching NHS Trust


Company:	East and North Hertfordshire NHS Trust
Salary:	£32,073 - £39,043 Per annum, pro rata
Hours:	Part-time
Location:	Stevenage, SG1 4AB
Job type:	Contract
Posting date:	23 Jul 2026
Closing date:	22 Aug 2026

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Summary

We are recruiting for a Contact Centre Coordinator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

We are seeking a motivated individual to join our Outpatients Appointment Centre into dynamic and fast-paced role where you can make a meaningful impact. This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services.

The Contact Centre Coordinator is responsible for the day-to-day operational leadership of the Contact Centre. The successful applicant will Manage a team of Contact Centre Advisors, ensuring effective communication, smooth coordination of outpatient services, and high-quality customer service to patients and stakeholders.

We are seeking individuals with excellent communication and interpersonal skills, who can effectively prioritise tasks and manage their workload in a fast-paced, high-pressure environment. Strong IT proficiency and confidence in using computer systems are also essential.

This position offers excellent career development opportunities within the NHS and serves as a fantastic role for those looking to progress in healthcare administration and/or operational management.

At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.

Manage the daily operations of the contact centre, ensuring staff coverage, performance, and adherence to.

Provide leadership and support to administrative staff including rota management, delegation of tasks, and conflict resolution.

Lead on the recruitment, induction, and training of new team members.

Act as the first point of escalation for complex patient queries, complaints, or issues that require immediate resolution.

Provision of an efficient administrative support service to all aspects of the contact centre services.

Monitor service delivery and performance indicators (e.g. call handling times, response rates, appointment booking targets).

At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

• The Lister Hospital, Stevenage

• New Queen Elizabeth II (New QEII), Welwyn Garden City

• Hertford County, Hertford

• Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role

This advert closes on Thursday 6 Aug 2026

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