SPA Call Agent

NHS; Seaham; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A regional healthcare provider is seeking an experienced SPA Call Agent to deliver excellent telephone-based customer service. This hybrid position requires flexibility in working hours and the ability to manage sensitive information. Ideal candidates have strong communication and problem-solving skills, as well as a good understanding of IT systems. The role involves liaising with community services, managing referrals, and providing high-quality support to customers.

Qualifications

• Good standard of general education.
• Prior experience in customer service or call center environment.
• Ability to manage emotional circumstances and work under pressure.

Responsibilities

• Provide first point of contact for referrals into community teams.
• Record accurate information on SystmOne.
• Respond to telephone enquiries efficiently and sensitively.

Skills

Customer service skills

Communication skills

Problem-solving skills

IT skills

Teamwork

Education

HNC/Diploma/NVQ Level 3 in Business Administration or equivalent experience

Tools

SystmOne

Microsoft Word

Microsoft Excel

Outlook

Job description

Go back County Durham & Darlington NHS Foundation Trust

SPA Call Agent

The closing date is 17 November 2025

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 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.

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

Job responsibilities

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

Respond to all telephone enquiries in an efficient, responsible and timely manner in line with operating standards, handling all enquiries with diplomacy, sensitivity and reassurance.

To examine facts or situations, particularly around redirecting enquiries to other agencies and converting enquiries into referrals to operational teams. Applicants will be guided through the identification of emergency and crisis situations, seeking advice from clinical staff within the SPA team where appropriate.

To record accurate and factual information, ensuring it is passed to the appropriate team/individual in a timely manner, maintain concentration during unpredictable demand within the service.

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

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

To maintain accurate records to the requirements of departmental standards, including computerised or manual data collection.

To assist the admin team lead with planning staff rotas and cover, coordinating the shift or supporting with delivering training.

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

To follow policies and procedures in the SPA and in CDDFT.

Ensuring the best possible outcome for the customers in line with operational procedures and best practice by escalating complaints, queries, concerns and feedback effectively.

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

Provide business continuity support to locality teams as and when required.

Any other duties within the responsibilities of the post and to be aware of the priorities and needs of the manager to ensure deadlines are met.

Person Specification

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 circumstances
• Able to travel across Trust sites to meet the requirements of the post
• Able to work flexibly to meet the changing needs of the organisation and service
• Commitment to continuing training and development to meet the requirements of the role

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 organisation
• Experience of using SystmOne
• Experience of working in community services
• Experience of working in a customer service/call centre environment
• Experience of maintaining databases, office systems or performance/target management systems

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, analyse 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 organise and prioritise 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 prioritise and delegate as appropriate.
• Knowledge of customer service/call centre processes
• Knowledge of SystmOne
• Understanding of medical terminology
• Knowledge of Data Protection and Caldicott principles

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

Employer name

County Durham & Darlington NHS Foundation Trust