Telephonist/Call Centre Administrator

Newcastle Hospitals; Newcastle upon Tyne; Remote; GBP 20,000 - 23,000; Full time

Job summary

The Newcastle upon Tyne Hospitals NHS Foundation Trust is seeking a dedicated Telephonist/Call Centre Administrator to join the NECTAR team, coordinating referrals and coordinating calls for patient transport across the North East & Cumbria. This role requires handling calls, data entry, and confidential information daily.

You will work across day and night shifts, including weekends, to cover 24/7 operations.

Qualifications

• Good standard of education (GSCE or equivalent qualification)
• Ability to work under pressure and cope in emergency situations
• Hospital knowledge and busy switchboard experience

Responsibilities

• Answering calls for NECTAR and routing to appropriate personnel
• Facilitating conference calls between professionals involved in patient transport
• Data management including collection of transport data and referral paperwork

Skills

Telephone skills

Discretion

Confidentiality

Communication

Education

GSCE or equivalent

Tools

IT systems

Job description

Go back 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

You willberesponsible for:

Answering ofcallsto NECTAR, including patient referrals and general enquiries.

Responsible for the facilitation of conference calls betweenappropriate professionalsinvolved 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 officeadministration

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.

Please see attached information on what Staff Benefits we have to offer at our Trust under 'Documents to download' or 'Supporting documents'.

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.

Person Specification

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