Job overview

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.

Working for our organisation

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.