Telephonist/Call Centre Administrator
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The Newcastle upon Tyne Hospitals NHS Foundation Trust Telephonist/Call Centre Administrator
The closing date is 12 November 2026
Job summary
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
- Cramlington Manor Walks
- Urgent treatment centres
- 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
Details
Date posted
05 November 2026
Pay scheme
Agenda for change
Band
Band 2
Salary
£25,272 a year pro rata
Contract
Permanent
Working pattern
Full-time
Reference number
317-2026-44-06-DR
Job locations
NECTAR
Campus for Ageing and Vitality, Westgate Road
Newcastle upon Tyne
NE4 6BE
United Kingdom
Job description
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.
Job description
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
Essential
- Ability to communicate, discretion Confidentiality, diplomacy, good vocabulary, professionalism.
Desirable
- Excellent telephone skills
- RSA typing skills
- Ability to communicate with the public and professionals on all levels
Experience
Essential
- Good standard of education (GSCE or equivalent qualification / experience)
- To be able to work under pressure
- To be able to cope in emergency situations
- Communication skills
Desirable
- Hospital knowledge
- Busy switchboard experience
- Good written skills
Knowledge
Essential
- Ability to retain knowledge on all policy and procedures
- Ability to prioritise
- Ability to understand emergency systems
- Ability to monitor to produce continuity.
Skills
Essential
- Ability to communicate, discretion Confidentiality, diplomacy, good vocabulary, professionalism.
Desirable
- Excellent telephone skills
- RSA typing skills
- Ability to communicate with the public and professionals on all levels
Experience
Essential
- Good standard of education (GSCE or equivalent qualification / experience)
- To be able to work under pressure
- To be able to cope in emergency situations
- Communication skills
Desirable
- Hospital knowledge
- Busy switchboard experience
- Good written skills
Knowledge
Essential
- 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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
The Newcastle upon Tyne Hospitals NHS Foundation Trust
Address
NECTAR
Campus for Ageing and Vitality, Westgate Road
Newcastle upon Tyne
NE4 6BE
United Kingdom
Employer's website
https://careers.nuth.nhs.uk/why-us (Opens in a new tab)
Employer details
Employer name
The Newcastle upon Tyne Hospitals NHS Foundation Trust
Address
NECTAR
Campus for Ageing and Vitality, Westgate Road
Newcastle upon Tyne
NE4 6BE
United Kingdom
Employer's website
https://careers.nuth.nhs.uk/why-us (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Deputy Lead Nurse
Carolyn Noble
01912825777
Details
Date posted
05 November 2026
Pay scheme
Agenda for change
Band
Band 2
Salary
£25,272 a year pro rata
Contract
Permanent
Working pattern
Full-time
Reference number
317-2026-44-06-DR
Job locations
NECTAR
Campus for Ageing and Vitality, Westgate Road
Newcastle upon Tyne
NE4 6BE
United Kingdom
Supporting documents
Privacy notice
The Newcastle upon Tyne Hospitals NHS Foundation Trust's privacy notice (opens in a new tab)
Support links
© Crown copyright
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