SPA Call Agent

County Durham & Darlington NHS Foundation Trust; Seaham; Hybrid; GBP 24,000 - 27,000; Full time

Job summary

A prominent healthcare organization in the UK is seeking a SPA Call Agent to provide effective telephone-based customer service in the County Durham area. The role involves working collaboratively with stakeholders and maintaining accurate records. Candidates can expect support for hybrid working arrangements following training. We're looking for individuals with customer service experience, excellent communication skills, and the ability to manage confidential information effectively. This position offers competitive pay and is open to part-time or job share options.

Benefits

Development opportunities

Flexible working arrangements

Support for part-time or job share

Qualifications

• Experience working with customers to deal with queries or problem solving.
• Ability to maintain concentration with unpredictable workload demands.
• Experience providing a high-quality service in a customer service environment.

Responsibilities

• Provide a first point of contact for referrals into community teams.
• Record accurate information on SystmOne and other clinical systems.
• Respond to all incoming telephone calls efficiently.

Skills

Customer service

Problem solving

Communication skills

Teamwork

Critical thinking

Education

Good standard of general education

NVQ Level 3 in Business Administration

Tools

SystmOne

Microsoft Office Suite

Job description

Go back County Durham & Darlington NHS Foundation Trust

SPA Call Agent

The closing date is 13 January 2026

An exciting opportunity has arisen for an experienced administrator to deliver an effective and efficient telephone-based customer service to service users in the County Durham area. Working collaboratively with all stakeholders to maximise customer satisfaction. All relevant training will be provided to any successful candidates.

SPA Community Health Services runs over 24 hours, 7 days a week, 365 days a year. The successful applicant will work a varied shift pattern to support with the smooth running of the service. We are looking for staff to work varied shifts between 8am and 9pm (with opportunities for the Day Team to pick up Night duties).

This role is hybrid working therefore allows a balance to work from home and within base following the completion of all mandatory training and successful sign off within the role. We would support applicants who would prefer to work part time or job share.

Previous unsuccessful applicants need not apply.

Main duties of the job

The post holder will provide a first point of contact for referrals into various community teams. They should have the ability to self-manage and use resources efficiently to ensure a timely, high quality and consistent service.

The staff member will record accurate information on SystmOne, and various other clinical systems to provide this service and assist the delivery of the clinical services. They will be expected to resolve day to day issues, apply critical thinking and support with training and development of others within the service as required.

We can offer development in the role through developmental training and deputisation of the SPA Admin Lead when required.

All experience will be considered if preferred qualifications not obtained.

About us

If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager.

You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks.

We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented.

Full Job Descriptions can be found in the adverts supporting documents.

Over reliance onAI-generated content is discouraged and may diminish the applicant's chances ofsuccess.

For the most up-to-date information on visa requirements and eligibility, please check online to determine whether you can apply.

From April 9th 2025 - Healthcare assistants - You must have been employed for a minimum of two yearsof as a HCA within the NHS for the Trust to considersponsorship (we will only consider sponsorship if you meet this criteria andhave a current visa expiring within 3 months).

Job responsibilities

To provide a first point of contact into the community teams, undertaking a highstandard of referral that accurately records clients level of needs, as wellas mandatory data required for external and internal standards.

Respond to all telephoneenquiries in an efficient, responsible and timely manner in line with operatingstandards, handling all enquiries with diplomacy, sensitivity and reassurance.

To examine facts orsituations, particularly around redirecting enquiries to other agencies andconverting enquiries into referrals to operational teams. Applicants will beguided through the identification of emergency and crisis situations, seekingadvice from clinical staff within the SPA team where appropriate.

To record accurate andfactual information, ensuring it is passed to the appropriate team/individualin a timely manner, maintain concentration during unpredictable demand withinthe service.

To respond to all incomingtelephone calls from a diverse range of people some of which may have a widerange of communication difficulties or may be telephoning regarding distressingor emotional information. Some calls may require tact or persuasive skills,barriers to understanding; to provide and receive complex or sensitiveinformation

To be responsible formonitoring and processing healthcare telehealth alerts from care homes via adigital platform, passing relevant information/alerts to the clinician on duty.

To maintain accuraterecords to the requirements of departmental standards, including computerisedor manual data collection.

To assist the admin teamlead with planning staff rotas and cover, coordinating the shift or supportingwith delivering training.

Monitor own performance anddevelop the knowledge and skills needed to achieve best practice in the role.

To follow policies andprocedures in the SPA and in CDDFT.

Ensuring the best possibleoutcome for the customers in line with operational procedures and best practiceby escalating complaints, queries, concerns and feedback effectively.

Ensure that any issueswhich may impact upon the business continuity of the service are escalated.

Provide business continuitysupport to locality teams as and when required.

Anyother duties within the responsibilities of the post and to be aware of thepriorities and needs of the manager to ensure deadlines are met.

Person Specification

Experience

• Experience of working with customers to deal with answering queries or problem solving
• Experience of working within a team
• Experience of dealing with complex issues
• Experience of providing a high quality service to internal or external customers in an organization
• Experience of using SystmOne
• Experience of working in community services
• Experience of working in a customer service/ call center environment
• Experience of maintaining databases, office systems or performance/ target management systems

Special Requirements

• Able to work at a computer for prolonged periods of time
• Able to maintain concentration with unpredictable workload demands
• Able to manage exposure to distressing or emotional circumstancesAble to travel across Trust sites to meet the requirements of the post
• Able to work flexibly to meet the changing needs of the organization and service
• Commitment to continuing training and development to meet the requirements of the role

Qualifications

• Good standard of general education
• HNC/ Diploma/ NVQ Level 3 in Business Administration of equivalent experience
• Keyboard/ typing qualification equivalent to RCA 3/ OCR Advanced text/ work processing or equivalent experience skills to a high standard
• Management Course
• Leadership Course

Special Skills & Knowledge

• Knowledge and application of computer packages and computer databases: Word, Excel, Outlook and PowerPoint
• Ability to adapt and use various IT and telephone call handling systems.
• Excellent written, verbal and communication skills and the ability to identify the needs of customers, exchange information with patients, relatives and staff on a variety of matters
• Ability to exercise judgement when dealing with enquiries, analyze information to resolve problems for patients, carers and staff using a professional responsible and caring manner, maintaining discretion and confidentiality at all times
• Ability to work on own initiative, make informed decisions and communicate these to team lead/ manager where necessary.
• Ability to organize and prioritize tasks; under pressure and to tight deadlines
• Ability to demonstrate duties to new starters, train less experienced staff
• Ability to record concise and factual referral information or actions taken to sign post to other services if appropriate
• Ability to work under pressure to manage workload and to prioritize and delegate as appropriate.
• Knowledge of customer service/ call center processes
• Knowledge of SystmOne
• Understanding of medical terminology
• Knowledge of Data Protection and Caldicott principles

Employer name

County Durham & Darlington NHS Foundation Trust

£24,937 to £26,598 a yearper annum/pro rata