Administrator - Voice Communications

Marketplace; Hamilton; Hybrid; NZD 45,000 - 55,000; Full time

Job summary

Health New Zealand - Te Whatu Ora Waikato in Hamilton is seeking an Administrator Voice Communications to join the 24/7 critical communications hub. You will manage incoming and external calls, respond to emergencies such as clinical and site incidents, and actively monitor alarms to ensure patient safety and operational continuity across the Waikato Hospital campus.

The role requires calm under pressure, excellent communication, and a flexible, rotating roster including nights and weekends.

Qualifications

• Frontline customer service experience in switchboard, contact centre or similar role.
• Proven communication skills, both written and verbal, with a clear speaking voice.
• Ability to manage distressed or aggressive callers calmly and professionally.
• Good computer literacy with accurate data-entry and keyboard skills.
• Understanding of Te Tiriti o Waitangi and commitment to equitable outcomes.
• Flexibility to work a rotating 24/7 roster, including nights and weekends.

Responsibilities

• Manage incoming and external calls as part of the 24/7 critical communications hub.
• Answer and coordinate emergencies (e.g., '99777') for clinical and site incidents.
• Monitor essential alarms to ensure patient safety and staff protection.
• Provide customer-focused support and handle patient enquiries.
• Conduct shift handovers and maintain operational documentation.
• Support service excellence across Waikato Hospital campus.

Skills

Customer service

Switchboard

Data entry

Communication

Calm under pressure

Te Tiriti o Waitangi understanding

Rostered shifts

Teamwork

Job description

# Administrator - Voice Communications at Health New Zealand - Te Whatu Ora Waikato, Waikato## Mō tēnei tūranga mahi | About this role* **Administrator Voice Communications*** **Waikato Hospital, Hamilton*** **Permanent Fulltime Rostered shifts*** **24/7 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.Click **here** to view the position description.**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.For more information on living and working in Waikato click here**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**How to Apply**To apply please click **Apply online** or apply via our Waikato Careers website by clicking here.All applications must be submitted through our online careers portal before 11:59 pm on **26th October 2026**. If you have any questions about the role, please contact Lisa McKerrow at [e-mail]*We will review applications as received and may proceed with the recruitment process, before the closing date of this advert.*## Ngā taipitopito tūranga mahi | Job details| | || --- | --- || Employer: | Health New Zealand - Te Whatu Ora Waikato || Location: | Waikato || Position type: | Permanent Full time || Category: | Health || Date listed: | 21-Oct-2026 || Salary range: | N/A || Closing date: | 26-Oct-2026 || Reference: | WAI32767 || Attachment: | No File Attached || File links: | || Website: | https://www.waikatodhb.health.nz/ |Note: You may be redirected to the employer's careers website.