Job summary
An opportunity has arisen for a dedicated enthusiastic Call Centre Administrator to join our dynamic developing team. NECTAR is responsible for the transfer of Children and Adults throughout the North East regions hospitals for both intensive care and ongoing management.
For the position excellent interpersonal skills and professional manners are required. You will need the ability to work as part of a team and be able to act on your own initiative. You also need to demonstrate your ability to prioritize your workload and work in an organised and effective manner. Establishing and maintaining good communication links with wards and clinical teams will also be required. You will also need to maintain a calm manner in a potentially high-pressured environment.
NECTAR operates 24hrs per day 365 days of the year. Administrative staff are required to cover all operational hours. Therefore, this role includes working nights and weekends on a pro rata basis. Shifts are 0730-2000 and 1930-0800. With operating 24 hours per day, we have a lone worker policy for occasional sessions when staff are alone in the building.
- Interview Date Thursday 19 June 2025
- 37 Hours 30 Minutes/Week
- You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.
NO AGENCIES PLEASE
Main duties of the job
- As a call handler you will be responsible for answering of all calls to NECTAR, including patient referrals and general enquiries
- Responsible for the facilitation of conference calls between appropriate professionals involved in patient transport
- Being aware of transport teams current locations and availabilities is also required
- Data management including the collection of transport data and completion of referral paperwork
- Collecting regional and intensive care bed statuses for the region and nationally
- General office administration
About us
Our staff oversee over 6,500 patient contacts every day, delivering high standards of healthcare from the following sites:
o Freeman Hospitalo Royal Victoria Infirmary (RVI)o Health Innovation Neighbourhood (on the former Newcastle General Hospital and Centre for Ageing and Vitality site)o Newcastle Dental Hospitalo Newcastle Fertility Centreo Northern Centre for Cancer Care, North Cumbriao Northern Genetics Serviceo Cramlington Manor Walks
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 description
Job responsibilities
- Answering of all calls to NECTAR, including patient referrals and general enquiries
- Responsible for the facilitation of conference calls between appropriate professionals involved in patient transport
- Being aware of transport teams current locations and availabilities is also required
- Data management including the collection of transport data and completion of referral paperwork
- Collecting regional and intensive care bed statuses for the region and nationally
- General office administration
- To work as part of an administration call centre team, responsible for the daily call handling/administrative activities of the North East and Cumbria Transport and Retrieval Service (NECTAR) 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
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.
Job description
Job responsibilities
- Answering of all calls to NECTAR, including patient referrals and general enquiries
- Responsible for the facilitation of conference calls between appropriate professionals involved in patient transport
- Being aware of transport teams current locations and availabilities is also required
- Data management including the collection of transport data and completion of referral paperwork
- Collecting regional and intensive care bed statuses for the region and nationally
- General office administration
- To work as part of an administration call centre team, responsible for the daily call handling/administrative activities of the North East and Cumbria Transport and Retrieval Service (NECTAR) 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
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.
Person Specification
Qualifications & Education
Essential
- Good level of education (GSCE or equivalent qualification / experience)
Desirable
- RSA Level 2 or equivalent experience
Knowledge & Experience
Essential
- Working as part of a team as well as lone working
- PC Literate
Desirable
- BT or equivalent trained operator
- Hospital/NHS knowledge
Skills & Abilities
Essential
- Good communication skills and accuracy
- To be able to work under pressure and cope in emergency situations
- Ability to problem solve
- Ability to prioritise workload
- Ability to retain knowledge on all policy and procedures
Desirable
- Ability to communicate with the public and other professionals on all levels
- Good written skills
- Ability to remain calm under pressure in any situation
- Ability to accept and act upon direct instruction effectively
Person Specification
Qualifications & Education
Essential
- Good level of education (GSCE or equivalent qualification / experience)
Desirable
- RSA Level 2 or equivalent experience
Knowledge & Experience
Essential
- Working as part of a team as well as lone working
- PC Literate
Desirable
- BT or equivalent trained operator
- Hospital/NHS knowledge
Skills & Abilities
Essential
- Good communication skills and accuracy
- To be able to work under pressure and cope in emergency situations
- Ability to problem solve
- Ability to prioritise workload
- Ability to retain knowledge on all policy and procedures
Desirable
- Ability to communicate with the public and other professionals on all levels
- Good written skills
- Ability to remain calm under pressure in any situation
- Ability to accept and act upon direct instruction effectively
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.
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.
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).
