Administrator - Voice Communications

North Island - Waikato Hamilton; Hamilton; On-site; NZD 52,000 - 66,000; Full time

Job summary

Health New Zealand | Te Whatu Ora operates the 24/7 critical communications hub for Waikato, handling calls, emergencies and alarm monitoring to ensure patient safety and smooth hospital operations. The role requires resilience, accuracy in data entry and a customer-centric approach within a fast-paced environment.

The successful candidate will support patient enquiries, perform shift handovers, maintain documentation and contribute to service excellence across Waikato Hospital campus.

Qualifications

• Experience in frontline customer service, switchboard or contact centre.
• Proficient keyboard and data-entry skills.
• Excellent written and verbal communication with diplomacy.

Responsibilities

• Handle incoming and external calls as the 24/7 Waikato hub.
• Coordinate emergencies and respond to clinical/site alarms.
• Provide patient enquiries support and shift handovers.
• Maintain operational documentation and strive for service excellence.

Skills

Frontline customer service

Keyboard skills

Clear communication

De-escalation

Process adherence

Te Tiriti o Waitangi knowledge

Rotating 24/7 roster

Tools

Computer literacy

Job description

Health New Zealand | Te Whatu Ora is firmly grounded in the principles of Te Tiriti o Waitangi and is committed to building a health system that serves all New Zealanders.

About the Role

As an Administrator Voice Communications, you will be a vital part of the 24/7 critical communications hub and primary switchboard for the Waikato district. Please note this position involves rostered shifts.

Working within Hospitality Support Services, you will manage incoming and external calls, swiftly answer and coordinate '99777' clinical and site emergencies, and actively monitor essential panic, duress, and facility alarms to ensure patient safety, staff protection, and seamless operational continuity across the Waikato Hospital campus.

This is a fast-paced, high-impact role where no two days are the same. You will provide customer-focused support, handle patient enquiries, conduct shift handovers, maintain operational documentation, and support overall service excellence.

About the Team/Service

The Voice Communications Service, as part of Hospitality Support Services, operates 24/7 as the critical communications hub and primary switchboard for the Waikato district. The service is responsible for managing all incoming and external calls, swiftly answering and coordinating '99777' clinical and site emergencies, and actively monitoring essential alarms to ensure patient safety, staff protection, and seamless operational continuity across the campus.

About Hamilton

Waikato Hospital is a major regional hospital in Hamilton and is a leading tertiary teaching hospital located in Hamilton, New Zealand, serving as the regional hub for the Midland area, which includes the Waikato, Bay of Plenty, Lakes, Tairawhiti, and Taranaki districts. With around 722 inpatient beds, 22 operating theatres, and a dedicated outpatient clinic and procedure centre, Waikato Hospital provides comprehensive hospital services, including radiology, laboratory, and pharmacy. As a major teaching hospital with affiliations to the University of Auckland, University of Waikato, and Wintec, it offers a dynamic learning environment and access to research opportunities. The hospital is equipped with advanced diagnostic and treatment facilities located on the Waiora Waikato Hospital Campus, with both road and air ambulance support.

Hamilton, where Waikato Hospital is situated, is a vibrant city nestled alongside the scenic Waikato River, offering a perfect mix of nature and culture. Explore the stunning Hamilton Gardens, home to themed gardens from Italy to Asia, or visit the Waikato Museum to delve into the region's rich history. The city also boasts the Hamilton Zoo, where you can walk through an aviary filled with native birds. Hamilton is a lively hub, with a variety of cafes, restaurants, and bars, along with events like rugby, cricket, and the famous National Agricultural Fieldays and Balloons over Waikato festival. With its vibrant atmosphere and proximity to outdoor adventures, Hamilton is an ideal place to live and work.

About you

You will be calm under pressure, highly organised, and possess a strong customer-centric approach. You enjoy working in a collaborative team and bring a deep commitment to supporting health outcomes across our community.

• Demonstrated experience working within a frontline customer service, switchboard, or contact centre environment.
• Solid computer literacy, with proficient and accurate keyboard and data-entry skills.
• Proven communication skills, both written and verbal, with a clear speaking voice and high level of diplomacy.
• Proven ability to manage distressed, anxious, or verbally aggressive callers calmly and professionally.
• A logical, systematic approach with the ability to follow processes and remain decisive under pressure.
• An understanding of Te Tiriti o Waitangi and a commitment to achieving equitable outcomes for Māori and all communities.
• The flexibility and resilience to work a rotating 24/7 roster, including nights, weekends, and public holidays

Job details

Job Reference:

Job Reference: WAI32767

Location:

North Island - Waikato - Hamilton

Job type:

Job type: Permanent Full time

Expertise:

Non-clinical - Administration - Administration