Telephonist/Call Centre Administrator

The Newcastle upon Tyne Hospitals NHS Foundation Trust; Newcastle upon Tyne; On-site; GBP 21,000 - 27,000; Full time

Job summary

The Newcastle upon Tyne Hospitals NHS Foundation Trust is seeking a Telephonist/Call Centre Administrator to support the NECTAR transport and retrieval service. The role involves taking patient referrals, coordinating conference calls and monitoring transport team availability on a 24/7 basis.

Occasional night and weekend work is required with pro rata shifts (0730-2000 and 1930-0800). A strong emphasis on discretion, confidentiality and accurate data management is essential.

Qualifications

• Excellent telephone skills.
• RSA typing skills.
• Ability to communicate with the public and professionals at all levels.
• Good organisational and prioritisation abilities.

Responsibilities

• Answering calls for NECTAR and route to appropriate services.
• Facilitate conference calls between professionals involved in patient transport.
• Monitor locations and availabilities of transport teams.
• Data management and referral paperwork using IT systems.
• Collect regional bed statuses for the region and nationally.
• Carry out general office administration.

Skills

Communication

Discretion & Confidentiality

Diplomacy

Vocabulary

Professionalism

Education

GSCE or equivalent qualification / experience

Job description

The Newcastle upon Tyne Hospitals NHS Foundation Trust

Telephonist/Call Centre Administrator

The closing date is 12 November 2026

An opportunity has arisen for a dedicatedenthusiasticindividual to join our team as acall centre administrator.North EastTransfer and Retrieval(NECTAR)is responsible forthe transfer of children andadultsthroughout theNorthEastandCumbriaregions hospitals for both intensive care, specialistinterventionandongoing management.

NECTAR operates 24hrs per day 365 days of the year. Administrative staffare required tocover all operational hours.Thereforethis role includes working nights and weekends on a pro rata basis. Shifts are 0730-2000 and 1930-0800.

You will play a key role in the referral process of patients thereforemust be able to work with discretion andmaintainconfidentiality. You will be expectedto carryout arangeof administrativeduties, use your owninitiativeand workindependently prioritising your workload.

Main duties of the job

• Answering ofcallsto 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.
• Datamanagement including the collection of transport data and completion of referral paperwork and the use of a variety of IT systems
• Collecting regional and intensive care bed statuses for the region and nationally.
• General office administration

About us

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.

With around 2 million contacts with patients every year, we deliver care from:

• Royal Victoria Infirmary (RVI)
• Freeman Hospital
• Newcastle Dental Hospital
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service

These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.

We also have offices at Regent Point in Gosforth and community sites.

For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust

Job responsibilities

To work as part of an administration call centre team, responsible for the daily administrative activities of the North East & Cumbria Transport and Retrieval service. 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.

Skills

• Ability to communicate, discretion Confidentiality, diplomacy, good vocabulary, professionalism.
• Excellent telephone skills
• RSA typing skills
• Ability to communicate with the public and professionals on all levels

Experience

• Good standard of education (GSCE or equivalent qualification / experience)
• To be able to work under pressure
• To be able to cope in emergency situations
• Hospital knowledge
• Busy switchboard experience

Knowledge

• Ability to retain knowledge on all policy and procedures
• Ability to prioritise
• Ability to understand emergency systems
• Ability to monitor to produce continuity.

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.

The Newcastle upon Tyne Hospitals NHS Foundation Trust

Address

NECTAR

Campus for Ageing and Vitality, Westgate Road

Campus for Ageing and Vitality, Westgate Road