SPA Call Agent

Go back County Durham & Darlington NHS Foundation Trust

The closing date is 13 January 2026

An exciting opportunity has arisen for an experienced administrator to deliver an effective and efficient telephone-based customer service to service users in the County Durham area. Working collaboratively with all stakeholders to maximise customer satisfaction. All relevant training will be provided to any successful candidates.

SPA Community Health Services runs over 24 hours, 7 days a week, 365 days a year. The successful applicant will work a varied shift pattern to support with the smooth running of the service. We are looking for staff to work varied shifts between 8am and 9pm (with opportunities for the Day Team to pick up Night duties).

This role is hybrid working therefore allows a balance to work from home and within base following the completion of all mandatory training and successful sign off within the role. We would support applicants who would prefer to work part time or job share.

Previous unsuccessful applicants need not apply.

The post holder will provide a first point of contact for referrals into various community teams. They should have the ability to self-manage and use resources efficiently to ensure a timely, high quality and consistent service.

The staff member will record accurate information on Systm One, and various other clinical systems to provide this service and assist the delivery of the clinical services. They will be expected to resolve day to day issues, apply critical thinking and support with training and development of others within the service as required.

We can offer development in the role through developmental training and deputisation of the SPA Admin Lead when required.

All experience will be considered if preferred qualifications not obtained.

If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager.

You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks.

We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented.

Full Job Description s can be found in the adverts supporting documents.

Over reliance onAI-generated content is discouraged and may diminish the applicant's chances ofsuccess.

For the most up-to-date information on visa requirements and eligibility, please check online to determine whether you can apply.

From April 9th 2025 - Healthcare assistants - You must have been employed for a minimum of two yearsof as a HCA within the NHS for the Trust to consider sponsorship (we will only consider sponsorship if you meet this criteria andhave a current visa expiring within 3 months).

To provide a first point of contact into the community teams, undertaking a high standard of referral that accurately records clients level of needs, as wellas mandatory data required for external and internal standards.

Respond to all telephone enquiries in an efficient, responsible and timely manner in line with operating standards, handling all enquiries with diplomacy, sensitivity and reassurance.

To examine facts or situations, particularly around redirecting enquiries to other agencies and converting enquiries into referrals to operational teams. Applicants will beguided through the identification of emergency and crisis situations, seeking advice from clinical staff within the SPA team where appropriate.

To record accurate and factual information, ensuring it is passed to the appropriate team/individual in a timely manner, maintain concentration during unpredictable demand…