Job Description

To act in a supervisory role overseeing the day-to-day running of the Facilities Admin and Switchboard Team, consisting of Facilities Helpdesks and Switchboard functions.



Undertake Facilities Helpdesk/Reception duties, including but not limited to arranging ID badges and access control for staff and external contractors, assisting with travel requests, maintain parking permit database and deal with staff and patient/visitor car parking queries. Ensure provision of an efficient and responsive switchboard operator service, dealing with internal/external routine and emergency calls in a prompt and courteous manner, operate the hospital paging system, monitoring and responding to alarms within the switchboard area.



To assist in the development of effective systems, the delivery of exceptional customer service, operational improvements and to ensure the achievement of Key Performance Indicators.



Day to day supervision and development of Facilities admin and Switchboard staff to ensure the provision of services to the ECC Reception Desks and Switchboard. Maintain access control register, issue ID badges and ensure provision of access in line with approvals provided. Process staff bus pass applications and renewals, liaise with provider and Trust Finance to ensure invoices and credits are correct and payments are made in a timely manner. Raise stock and non-stock requisitions via relevant system to order office equipment and materials Maintain BT portal and extract information for recharging. Maintain parking permit database and ensure the correct issue of permits. Respond to staff/non-staff queries and help rectify issues relating to car parking. Maintain register of permit appeals, administrate monthly Parking Panel Assist patients and visitors with directions and help resolve any issues raised. Deal with internal and external phone calls in a prompt and courteous manner, use Careflow and other systems to direct callers to correct location. Deal with emergency calls, contacting hospital staff on and off site as and when required. Operate the hospital paging system (cardiac arrests, major incidents, trauma, fire calls, etc).

Maintaining departmental training records and supporting the completion of core skills



is a wholly owned subsidiary of Gateshead Health NHS Foundation Trust, based at the Queen Elizabeth Hospital in Gateshead. QEF provides a wide range of non-clinical services including estates, facilities management, procurement, medical engineering, pharmacy, transport, and decontamination services. The organisation offers diverse career opportunities, strong training and development support, and prides itself on being a Disability Confident employer committed to inclusivity and staff progression.

Team Supervision & Development:

Oversee and support Facilities Admin and Switchboard staff, ensuring efficient service delivery at ECC Reception and Switchboard.

Access & Transport Management:

Maintain access control registers, issue ID badges, process staff bus passes, and liaise with providers and finance for accurate invoicing.

Resource & Data Administration:

Raise requisitions for office supplies, manage BT portal data for recharging, and maintain parking permit and appeal databases.

Customer & Communication Support:

Assist patients and visitors, handle internal/external calls promptly, operate hospital paging systems for emergencies, and ensure accurate call routing.

Compliance & Safety:

Uphold QEF and Trust policies, monitor training records, promote health and safety standards, and mentor staff to maintain a professional service.