JOB NEWS: The NHS is hiring a Call Agent, based in Spectrum Business Park, Seaham to service customers in the County Durham area, on a full-time basis

The NHS is hiring a Call Agent, based in Spectrum Business Park, Seaham to service customers in the County Durham area, on a full-time basis

• Employer: County Durham & Darlington NHS Foundation Trust
• Location: Spectrum 8, Spectrum Business Park, Seaham SR7 7TT
• Contract: Permanent
• Hours: Full time (flexible shifts between 8:00am – 9:00pm, 7 days a week)
• Working Pattern: Hybrid (home and base working after training)
• Salary: £24,937 to £26,598 a year per annum/pro rata
• Closing Date: 13 January 2026

Role Overview

• Act as the first point of contact for the Single Point of Access (SPA) Community Health Services
• Handle referrals and enquiries into community health teams across County Durham
• Provide a professional, accurate, and timely telephone-based service
• Work within a 24/7 service covering 365 days a year
• Follow a varied shift pattern with full training provided
• Support high-quality patient access to appropriate services

Key Responsibilities

• Receive and process referrals into community health services
• Handle telephone enquiries sensitively and professionally
• Accurately record referral and patient information using SystmOne and other systems
• Assess enquiries and redirect to appropriate services or agencies
• Identify urgent or crisis situations and escalate to clinical staff
• Maintain accurate records in line with statutory and Trust standards
• Manage high call volumes while maintaining attention to detail
• Process telehealth alerts and escalate appropriately
• Support rota management, training, and service continuity when required
• Escalate complaints, concerns, and service issues appropriately
• Support colleagues’ learning and development
• Comply with confidentiality, data protection, and Trust policies

What They’re Looking For

• Customer service experience handling enquiries or problem solving
• Experience working as part of a team
• Experience dealing with sensitive or complex situations
• Experience delivering a high-quality service to customers
  Desirable Experience
• Experience using SystmOne
• Community health or NHS services experience
• Call centre or telephone-based role experience
• Experience maintaining office systems or databases

Qualifications

• Good standard of general education
• NVQ Level 3 / Diploma / HNC in Business Administration or equivalent experience
• Strong keyboard and typing skills
  Desirable
• Management or leadership training

Skills & Knowledge

• Excellent verbal and written communication skills
• Competence using IT systems including Word, Excel, Outlook, and PowerPoint
• Ability to learn and use multiple IT and call-handling systems
• Strong organisational and prioritisation skills
• Ability to work independently and use initiative
• Ability to manage distressing or emotional situations professionally
• High attention to detail and accuracy
• Strong understanding of confidentiality and data protection

Additional Information

• Hybrid working available following successful training
• Flexible working options including part-time and job share
• Opportunities for development and deputising roles
• Previous unsuccessful applicants should not consider reapplying
• Essential qualifications must be evidenced during pre-employment checks
• AI-generated application content may negatively impact shortlisting
• Visa eligibility must be checked independently

To apply please see the official job vacancy page here.