Job vacancy: Call Centre Administrator, The Newcastle upon Tyne Hospitals NHS Foundation Trust, 317 Trustwide

Job summary

Main area: 317 North East Children's Transport & Retrieval - CAV
Grade: Band 2
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 317-2025-16-020

Employer: The Newcastle upon Tyne Hospitals NHS Foundation Trust
Employer type: NHS
Site: Trustwide
Town: 317 Trustwide
Salary: £24,169 per annum
Salary period: Yearly
Closing: 09/06/2025 23:59
Interview date: 19/06/2025

Call Centre Administrator

Band 2

Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS foundation trusts in the country, with around 15,000 staff and an annual budget of £1.6 billion.

We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.

We’re in the top five providers of specialised health services in the country, supporting people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.

Our staff oversee around 6,500 patient contacts each day, delivering high standards of healthcare.

We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people’s race, disability, sex, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.

Newcastle Hospitals are proud to be one of the exemplar organisations across the NHS on sustainability, with a long history of delivering Sustainable Healthcare in Newcastle (Shine) and the first healthcare organisation in the world to declare a climate emergency. Our strategy includes commitments to being Net Zero by 2030, for our direct carbon footprint, and Net Zero by 2040 for our footprint plus. Delivering these ambitions will not be possible without the help, support and action of every single member of our team.

Detailed job description and main responsibilities

Answering of all calls to NECTAR, including patient referrals and general enquiries
Responsible for the facilitation of conference calls between appropriate professionals involved in patient transport
Being aware of transport teams current locations and availabilities is also required
Data management including the collection of transport data and completion of referral paperwork
Collecting regional and intensive care bed statuses for the region and nationally
General office administration

To work as part of an administration call centre team, responsible for the daily call handling/administrative activities of the North East and Cumbria Transport and Retrieval Service (NECTAR) Answering all calls for NECTAR connecting calls to the callers’ requirements utilising the appropriate resources available via the database i.e. extensions, bleeps DECT, pagers mobiles and home numbers
To respond to all emergency calls and contact appropriate personnel

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

Person specification

Qualifications & Education

Essential criteria

Good level of education (GSCE or equivalent qualification / experience)

Desirable criteria

RSA Level 2 or equivalent experience

Knowledge & Experience

Essential criteria

Working as part of a team as well as lone working
PC Literate

Desirable criteria

BT or equivalent trained operator
Hospital/NHS knowledge

Skills & Abilities

Essential criteria

Good communication skills and accuracy
To be able to work under pressure and cope in emergency situations
Ability to problem solve
Ability to prioritise workload
Ability to retain knowledge on all policy and procedures

Desirable criteria

Ability to communicate with the public and other professionals on all levels
Good written skills
Ability to remain calm under pressure in any situation
Ability to accept and act upon direct instruction effectively

Important note on completion of reference section of Application Form

All references from current and previous employers will be sought and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Failure to complete this section may result in your application not being processed.

Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first month’s pay.

Candidates who are shortlisted for interview will be contacted by e-mail. You should check your SPAM folders as well as your inbox. If you have not been contacted within 4 weeks of the closing date you should assume your application has been unsuccessful.