Single Point of Access Call Handler Team Administrator

Single Point of Access Call Handler Team Administrator

The closing date is 18 March 2026

Team members for the Single Point of Access service support the District Nursing and unplanned community response team, providing a mixture of call handling and administrative duties for the Community Response Team, District Nursing, Carepoint, Virtual Ward, and Two Hour Urgent Care Response services.

Based in the offices at CBX a standard shift will be a mix of duties depending upon the work needing support. Staff will use a variety of systems including Avaya and Liberty phone systems and IT systems such as PAS, SystmOne, Nerve centre, Outlook and Microsoft Office.

We are looking to recruit a diverse and flexible team with good people skills and ability to deal with customers over the phone. Team members need to be able to follow processes and work cooperatively within a team.

This service currently works 7 days a week 7am - 11pm working various shift patterns covering days, evenings, weekends and bank holidays.

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.

Main duties of the job

To act as a first point of contact for service users, health professionals and other organisations wishing to access the service.

To support the team in the day to day running and maintenance of the Urgent Care Response Team by providing a high quality comprehensive secretarial and administrative support.

About us

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, in addition to our state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. We also care for people in their homes and provide services from facilities in local communities such as health centres.

We give people greater choice and control over their care to help them to live independently at home and avoid hospital admission where appropriate. High quality patient care is at the heart of everything we do and we strive to ensure every single patient and service user has an exceptional experience with us. We have one of the most extensive patient experience programmes of any trust in England.

Job responsibilities

• Call handling and admin support.
• Regularly have contact with visitors and the wider general public and be able to communicate in the most appropriate format the remit of the service.
• The post holder will demonstrate excellent interpersonal skills to facilitate cross boundary working and relationships ensuring consistent information is provided across the client pathway.

Qualifications

• Good typing skills to RSA III/ECDL standard or equivalent experience.
• Good standard of general education

Experience & Knowledge

• Previous NHS experience
• Experience of working with service user of health/social care services with direct client contact
• Experience of providing secretarial support using Microsoft Word, Publisher, Excel, Access, and PowerPoint to create service documentation and any other system or equipment as appropriate
• Relevant experience as an administrator or secretary
• Experience of Minute taking and general administration of meetings

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.

Employer name

Northumbria Healthcare NHS Foundation Trust