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.