Call Handler/Administrator

Northumberland County Council; Blyth; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

26 days annual leave

Local Government Pension Scheme

Flexi scheme

Job summary

Northumberland County Council is seeking a motivated Call Handler/Administrator for the Onecall Team in the Adult Social Care Service, Blyth. The role involves handling calls, directing information to the appropriate teams, and recording data into multiple databases.

Experience in a call centre is advantageous, with full training provided. You will be the first point of contact for the public and professionals, requiring clear communication and a responsive, conscientious approach.

Qualifications

• Experience in call handling or call centre environment.
• Good educational background.
• Ability to work outside normal office hours when required.
• Excellent communication skills with diverse users.

Responsibilities

• Handle calls to the Single Point of Access Contact Centre.
• Communicate clearly with the public, including barriers to understanding.
• Undertake clerical duties using PC-based word processing and spreadsheets.
• Input information into databases such as Azeus and ICS.
• Direct contacts to relevant teams and relay messages.
• Perform general office administration tasks like filing and photocopying.

Skills

Call handling

Customer service

Communication

Education

Good standard of education

Tools

Azeus ICS

Word processing

Excel

Job description

The following content displays a map of the jobs location - Eddie Ferguson House, Ridley Street, Blyth

Closing Date:

22/10/2026

Job Category:

Admin / Secretarial / Customer Services

Region / Division:

UK Region

Directorate:

Adults, Ageing and Wellbeing

Job introduction

Northumberland County Council’s (NCC) vision is ‘Land of Great Opportunities’, for current and future generations. We believe there is no better place to live and work.

An exciting opportunity has arisen for a position of Call Handler / Administrator to join the Onecall Team part of Northumberland County Council’s Adult Social Care Service. The role is based in the Call Centre at Eddie Ferguson House, Blyth.

The successful candidate will be highly motivated and conscientious; previous call centre experience is advantageous, although full training will be given. The role is well supported by an experienced management team, dedicated to ensuring staff are provided with all the relevant training opportunities to enable staff to carry out their responsibilities to a high standard. Onecall is the single point of access for calls into Adult Care and Children's Services. This is a fast-paced and busy environment. The purpose of the role is to primarily handle calls within the Contact Centre, receiving calls for adult, children and community health services. You will receive and direct information to the appropriate teams , including the recording of correspondence into several databases. You will be the first point of contact for members of the public and professionals from different disciplines, taking and relaying messages both verbally and via email in a timely manner .

What you’ll be doing:

• To primarily handle calls to the Single Point of Access Contact Centre


• With supervision to clearly communicate orally with members of the public where there may be barriers to understanding e.g Learning Disability, Mental Health, Hearing/Speech Impaired clients.


• To undertake clerical duties as appropriate, using PC based word processing and spreadsheet packages when required.


• To input information into a number of databases including Azeus andICS., for extended periods of time when required


• To direct contacts in a consistent and timely manner taking messages and assigning calls to relevant teams, including HIS and Social Care.


• To undertake general office administration tasks, including filing and photocopying.

What you’ll bring:

• Good standard of education


• Experience of working in a call handling/call centre capacity.

Please note you must have the a bility to work outside normal office hours as and when appropriate with supervision.

Why choose us?

We have some outstanding benefits and perks to offer you, including:

• 26 days annual leave plus public/bank holidays, rising to 31 days after 5 years of service (pro rata for part-time employees)


• Automatic enrolment into the Local Government Pension Scheme


• Flexi scheme (if applicable) – up to 2 days flexible leave available per month (pro rata for part-time employees)

Stay connected with us on social media to keep up to date with Northumberland County Council’s latest job opportunities.

We are proud to be an equal opportunities employer. We operate a guaranteed interview scheme for disabled applicants who meet the essential criteria. If you have a disability and would prefer to apply in a different format, please see the alternative methods below. This information will be treated as confidential and will only be used to check that you meet the essential requirements of the post .

For further information about working for NCC, please visit our website here .

For those with speech difficulties or hearing loss: Text relay service dial 018001 01670 623930