Administrator - Voice Communications

New Zealand Government Joba; Hamilton; On-site; NZD 52,000 - 68,000; Full time

Job summary

Waikato Hospital is seeking an Administrator Voice Communications to join the 24/7 critical communications hub. You will manage incoming calls, coordinate emergencies, monitor alarms, and support patient inquiries, staff safety, and campus operations.

This frontline role requires high composure, strong communication, and reliable data-entry skills to maintain seamless service continuity for the Waikato Hospital campus.

Qualifications

• Proven frontline customer service experience.
• Experience operating a switchboard or contact centre environment.
• Strong keyboard and data-entry accuracy.
• Clear verbal and written communication with diplomacy.
• Calm under pressure and able to handle distressed callers.

Responsibilities

• Manage incoming and external calls for the 24/7 Waikato Hospital hub.
• Coordinate emergencies and important alarms to ensure safety.
• Provide customer-focused support and handle patient enquiries.
• Deliver shift handovers and maintain operational documentation.
• Support service excellence within Hospitality Support Services.

Skills

Customer service

Switchboard

Data entry

Communication

Diplomacy

Tools

MS Office

Job description

Administrator Voice Communications

Waikato Hospital, HamiltonPermanent Fulltime Rostered shifts24/7 coverage multiple vacancies 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.

All applications must be submitted through our online careers portal before 11:59 pm on 9th October 2026.