Single Point of Contact Operative

NHS; Gateshead; On-site; GBP 20,000 - 25,000; Full time

Job summary

A local NHS Trust in Gateshead is looking for a full-time Band 2 SPOC Operative to support administrative functions in a fast-paced environment. The ideal candidate will have strong communication and organizational skills, experience in customer service, and a willingness to learn. Responsibilities include handling inquiries, processing equipment loans, and providing reception support. The role offers a supportive work culture with various benefits.

Benefits

Access to Fitness Centre

Career progression opportunities

Flexible working policy

Support with childcare arrangements

Qualifications

• Must have willingness to update knowledge and skills.
• Able to organize own workload and prioritize effectively.

Responsibilities

• Act as the first point of contact for inquiries.
• Process requests for loan equipment and assessments.
• Provide reception cover and support admin team.

Skills

Communication

Organizational skills

Customer care

Confidentiality

Teamwork

Education

NVQ2 / GCSE or equivalent

NVQ 2 Customer Care or equivalent

Tools

IT systems

MESaLS operating system

CISCO call centre

Job description

Overview

South Tyneside and Sunderland NHS Foundation Trust is seeking a full time (37.5-hour) Band 2 SPOC Operative on a permanent basis to support the Gateshead Equipment Service based at Team Valley, Gateshead. A job share for this post will be considered. The closing date is 03 February 2026.

The post holder will join a team of administrative support staff who provide essential administrative functions while interfacing with clinical and administrative staff, patients and the general public. The service is fast paced, and you would be expected to carry out a variety of administrative tasks. Candidates must be able to communicate effectively with people at all levels by telephone and in person. Excellent organisational skills and time management are essential. The ability to prioritise a busy workload is desirable. Excellent keyboard skills and a working knowledge of software packages are essential. There is an expectation to work between 8.00am and 5.00pm, Monday to Friday.

Main duties of the job

• Act as the first point of contact for telephone, electronic, and face-to-face enquiries into the service
• Process requests for loan equipment in a timely manner using electronic ordering and delivery system
• Process requests for minor adaptations assessments
• Process requests for maintenance
• Act as service representative, meet and greet patients
• Provide reception cover
• Issue or collect small items of equipment from warehouse or patients' homes / care settings
• Support the wider admin team as required

About us

Please add your telephone number to your application form so we can contact you quickly if required.

One Team One Trust – There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award-winning teams, we have a passion for research, innovation and tackling inequalities. We are committed to respect, fairness and civility and promote a compassionate, caring and positive culture / working environment.

We welcome all applications irrespective of race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under-represented groups. Looking after workforce health and wellbeing is a priority for us. We also provide access to high quality education, training, career progression and support. Flexible working is supported via our Flexible Working Policy.

The Trust employs around 8,746 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area. We offer our staff outstanding benefits — Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support and access to a Care Co-ordinator to help staff with childcare arrangements. If you use AI, and it poses a risk to the integrity of your recruitment process, we may withdraw your application at any stage of the process.

Job responsibilities

• To act as the first point of contact for telephone, electronic, and face-to-face enquiries into the service
• To process requests for loan equipment in a timely manner using electronic ordering and delivery system
• To process requests for minor adaptations assessments
• To process requests for maintenance
• To act as service meet and greet, and provide reception cover
• To issue or collect small items of equipment from warehouse or patients' homes / care settings
• To support the wider admin team as required
• FOR FULL JOB DESCRIPTION SEE ATTACHMENT

Person Specification

• Willingness to update knowledge and skills as part of continuous development plan
• Be flexible and adaptable to the changing needs of the service

Qualifications

• Educated to NVQ2 / GCSE standard or equivalent qualification
• Experienced IT user
• Hold full UK driving licence
• NVQ 2 Customer Care or equivalent

Planning and Organisation

• Ability to organise own workload and prioritise competing demands

Skills and Knowledge

• Ability to work as part of a team, developing good working relationships with service users and partner organisations
• Ability to maintain confidentiality / security

Experience

• Excellent customer care skills
• Experience in customer service role
• Experience of call centre operations
• Experience in health and social care environment
• Knowledge of MESaLS operating system or similar systems
• Experience of CISCO call centre or equivalent

Analytical and Judgmental

• Ability to work autonomously

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

South Tyneside and Sunderland NHS Foundation Trust