Job summary
- Main area
- Mental health
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (shift work)
- Job ref
- 263-CCG24-207-HN
- Employer
- Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
- Employer type
- NHS
- Site
- St Nicholas Hospital
- Town
- Newcastle upon Tyne
- Salary
- £24,071 - £25,674 per annum
- Salary period
- Yearly
- Closing
- 05/09/2024 23:59
Employer heading
![Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust logo](https://static.trac.jobs/employer-logos/174.png)
Call Handler
Band 3
Hello!
We are so delighted you are considering coming to work with us at Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust (CNTW).
We know the power of looking into an organisation, one you might want to work in, or one where you are going to get help, and being able to say, ‘I’ve seen somewhere I can fit in and be myself.’ We’re on a journey to make the Trust an inclusive employer, representative of the community we serve and we want more of our community to consider applying for jobs with us.
Opportunities for you
Spanning east to west coasts from Northumberland to Cumbria and from the Scottish Borders down to Middlesbrough we’ve got exciting new opportunities available at every level and in every area.
We offer flexible working, helping work fit around family and caring responsibilities, or training and development needs and there’s lots on offer in the way of benefits, such as, lease cars, childcare schemes, staff discounts, season tickets for travel and a cycle to work scheme. All this in a vibrant workplace supported by the following staff networks.
- Cultural diversity staff network
- Disabled staff network
- LGBT+ staff network
We also have a number of staff support groups which are open to any staff to attend. These Include:
- Armed Forces and Veterans Staff Association
- Mind, Health and Wellbeing Community
- Menopause toolkit and cafes and staff carer support group
We offer fantastic personal development opportunities through our Collective Leadership Programme and other Organisational Development initiatives. Whatever you are looking for, you will be joining a supportive, friendly team, offering varied and interesting roles, with opportunities for career progression.
Always improving
CNTW is regulated by the national healthcare regulator, the Care Quality Commission (CQC). Our last two inspections have rated us as an outstanding organisation. We’re always seeking to improve as an organisation. Do you want to be part of that?
Job overview
An exciting opportunity has arisen for a patient focused Call Handler to work within the Newcastle & Gateshead ADHD and Autism Service based at St Nicholas Hospital, Newcastle upon Tyne NE3 3XT. Post is full time 37.5hrs per week Monday to Friday covering shift patterns of 9am to 5pm.
The Call Handler role is extremely busy and involves assisting clients who may be experiencing a range of mental health conditions. You will act as a liaison between the patient and the clinical team to support all patients in receiving a positive, high quality and seamless experience throughout. Post holder provides a telephone call reception service for all enquiries and referrals into the service and supports the team by engaging with service users, carers, and professionals to ensure that all calls are dealt with efficiently and signposted appropriately.
Post holder will be required to utilise a high level of sensitivity and professionalism whilst providing call handling duties. The call handler will ensure all calls are responded to in an appropriate time frame and that all clinical information is effectively communicated and documented within the electronic patient records system as per agreed CNTW Trust standards whilst always maintaining confidentiality. Post holder will need to communicate effectively with service users, carers, colleagues, and all other Professionals and participate in the continuous development of the service.
Main duties of the job
Post holders must hold the key skills below and demonstrate proven experience in last 12 months of:-
- Experience in a customer/patient and service user focused environment.
- Excellent communication and interpersonal skills.
- Excellent fast, accurate typing/keyboard skills are an essential component due to the fast pace of this role.
- A good understanding of inputting accurate information into a database.
- Proven experience and knowledge of Microsoft Word/Office packages.
- Good verbal and written communication skills.
- Ability to be self-directed, motivated and be able to contribute positively within a team.
- Well organised and structured.
- The post holder will be expected to demonstrate flexibility in the role in order to meet the needs of the service.
- Facilitates excellent customer service, in person and on the telephone, following guidance and procedures delivered through in-house training and action planning.
- Provides a proactive administration service to support the Team Manager including processing typing / checking documentation, processing mail, photocopying, scanning etc.
- Provides agreed levels of support to the service to maintain cover in the absence of other administrative staff.
- We would like to recruit a Call Handler who is flexible, responsive, motivated, well organised, adaptable and have a keen interest in providing an equitable service.
Working for our organisation
We aim to attract and retain a diverse, talented and committed workforce, who are caring and compassionate, and therefore able to meet the demands of the modern NHS now and in the future. In return we can offer a dynamic working environment in which to build a career.
Detailed job description and main responsibilities
Please find attached job description for full details.
Advertising date : 29th August 2024
Closing date : 5th September 2024
We welcome your application.
Person specification
Qualifications
Essential criteria
- Word-processing skills at Level 3 (OCR/RSA Level 3 )
- General level of education to O-Level/ GCSE or equivalent
- NVQ 3 in Care, Customer Care or Business Administration
Desirable criteria
- Experience of working within a call handling area
Skills
Essential criteria
- Good communication skills, showing a caring and compassionate attitude
- Experience of customer services. Have excellent customer service skills and confident telephone manner
- Working knowledge of Microsoft applications, including e-mail communication
- Good working knowledge of office procedures
- Previous secretarial/clerical experience
- Able to prioritise and plan own workload
- Ability to work under pressure and meet targets
Desirable criteria
- Able to work as part of a team
- knowledge and experience of different IT systems
Knowledge
Essential criteria
- Experience of working with medical records filing systems
- Excellent communication and interpersonal skills, both verbal and written
- Good organisational and planning skills
- Flexible attitude to cope with fluctuating workloads and the occasional requirement to cover other areas in cases of staff absence
- Have excellent customer service skills and confident telephone manner
Desirable criteria
- Experience with working with people with mental health issues
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Linda Colligan
- Job title
- Administration Manager
- Telephone number
- 07966386883
- Additional information
Tracey McKenzie
Administration Manager - 07741291492
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