Job summary
Fixed Term: 12 months | Full time | Proposed interview date: 30th September 2025
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.
About You: You'll 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 be confident to 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 Outstanding Patient Care, Brilliant Place to Work, and Leaders in Children's Health.
We work with partners across local, regional, and national levels to deliver physical and mental healthcare in both acute and community settings. Many of our clinicians are nationally and internationally recognised for their expertise.
We're proud that 73% of colleagues would recommend Sheffield Children's as a place to work, placing us among the top five NHS trusts in England -- and the top-ranked trust in the North East and Yorkshire -- in the latest NHS Staff Survey.
Our nearly 4,000 colleagues bring our CARE values -- Compassion, Accountability, Respect, and Excellence -- to life every day, creating a kind, welcoming environment where patients and families feel safe and supported.
As we approach our 150th anniversary in 2026, we're excited to keep building our leadership in children's health, improve experiences for patients and staff, and focus on our communities and population health.
We also offer excellent benefits to support your wellbeing, with generous annual leave and pension schemes, health and wellbeing programmes, and exclusive discounts -- helping you thrive at work and beyond.
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
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
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
Person Specification
Qualifications and Training
Essential
- Minimum of 3 GCSE or equivalent including English and Maths at level A - C
Desirable
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
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.
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).
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.
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).
