Call Centre Administrator

Job summary

Job opportunity: Call Centre Administrator – Embrace Transport, Barnsley

An exciting opportunity has arisen at Embrace Transport for a Call Centre Administrator. As part of our unique Critical Care Transport Service, you will help coordinate the transfer of critically ill neonates and children across Yorkshire, the Humber, and beyond. Annually, we receive over 3,400 calls, with teams dispatched to transfer more than 2,200 patients by road, helicopter, or fixed wing.

You will bring experience from a call centre or customer-facing role, demonstrating exceptional administrative abilities and the capacity to manage a high volume of tasks. You will manage some responsibilities on your own while also excelling in a collaborative team environment.

This is a 24/7 service, and you will work shifts covering days, nights, weekends, and holidays.

If you’d like to join our experienced team and support us in delivering high-quality and efficient administrative responsibilities for our critical care transport service, we’d love to hear from you!

Main duties of the job

Reporting into the Call Centre Manager, your responsibilities will include:

• Answer transport, advice, bed/cot location, and general enquiry calls 24/7, ensuring rapid assessment and clinical handover.
• Engage with patients, families, colleagues, and healthcare professionals, managing distressing situations with sensitivity and professionalism
• Provide administrative support to maintain an organised, high-quality service.
• Oversee the Bed/Cot Bureau: update and log bed/cot status and ensure accurate reporting.
• Record and audit calls for compliance.
• Coordinate with healthcare professionals and emergency services for transfers.
• Monitor patient incidents and update information.
• Ensure accurate documentation and resource scheduling.
• Follow contingency plans for system failures and follow Trust policies.
• Availability for rotating shifts, including days, nights, weekends, and holidays.

About us

At Sheffield Children’s, our purpose is clear: to provide healthier futures for children and young people. Our three strategic aims are:

1. Outstanding Patient Care
2. Brilliant Place to work
3. Leaders in Children’s Health

We work successfully with local, regional, and national partners to provide physical and mental healthcare across acute and community settings. Many of our clinicians are amongst the best in their field, recognised nationally and internationally for their expertise.

As well as having enormous pride in what we do, we are a friendly, welcoming, and motivated NHS Trust who are guided by our CARE values: Compassion, Accountability, Respect, and Excellence. Our nearly 4000 colleagues live these values, ensuring kind and compassionate care that makes patients and their families feel safe and at home.

As we approach our 150th anniversary in 2026, we remain committed to enhancing our reputation in children’s health leadership, improving the experiences of both patient and colleagues, and focusing on our communities and population health.

Sheffield Children’s provides great benefits to support your wellbeing, with excellent annual leave and pension schemes, health programmes, and exclusive discounts–helping you succeed at work and beyond.

Date posted

10 January 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year per annum pro rata

Contract

Secondment

Working pattern

Part-time

Reference number

425-24-6881977

Job locations

Embrace

Unit 7 Capitol Close, Capitol Business Park

Barnsley

S75 3UB

Job description

Job responsibilities

For more information on the main responsibilities for this post, please refer to the job description and person specification.

Please note that Sheffield Children’s uplift pay to meet the Real Living Wage, which is £12.60 per hour.

Diversity Statement

At Sheffield Childrens, we are committed to creating an inclusive environment that celebrates diversity and supports everyones success. We prioritise Equality, Diversity, and Inclusion in our recruitment practices, creating a welcoming space for people of all backgrounds, including ethnic minorities, individuals with disabilities, and LGBTQ+ members.

Recognising that inclusivity is an ongoing effort, we review our processes and welcome feedback to enhance our practices. A diverse team strengthens our organisation and the quality of care we deliver. For ideas on how we can improve, please contact our Recruitment Manager at scn-tr.recruitment.team@nhs.net. Together, were building a workplace where everyone belongs.

#LI-Onsite

Person Specification

Qualifications and Training

Essential

• Minimum of 3 GCSE or equivalent including English and Maths at level A – C

Desirable

• NVQ Customer Service

Experience

Essential

• Experience in a customer service or administration role

Desirable

• Experience in a service role within the NHS
• Experience in a call centre environment

Knowledge and Skills

Essential

• Confident communicator, able to engage with the public over the telephone
• Strong decision-making skills, even in stressful situations
• Quick to understand and process complex and sensitive information
• Skilled in using IT tools and systems effectively
• Able to show empathy and discretion when handling sensitive or confidential information
• Efficient at managing tasks and meeting deadlines
• Knowledgeable about Health & Safety practices

Desirable

• Able to persuade and influence others with tact and discretion, ensuring positive outcomes while following Trust policies

Personal Attributes

Essential

• Eager to learn and take on training, with a willingness to follow guidance and apply new skills
• Collaborative approach, and able to work independently with minimal supervision
• Adaptable to changing situations and processes
• Flexible with working weekends and evenings
• Motivated and committed to delivering excellent service

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

Sheffield Children’s NHS Foundation Trust

Address

Embrace

Unit 7 Capitol Close, Capitol Business Park

Barnsley

S75 3UB

Employer’s website

https://www.sheffieldchildrens.nhs.uk/ (Opens in a new tab)

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