# Call Handler FPCC > NHS job listing from Job Clerk for Gloucestershire Health & Care NHS Foundation Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/call-handler-fpcc/6967e665-9dfc-42fc-a540-57e9204e5bdf - **Markdown:** https://www.jobclerk.com/job/call-handler-fpcc/6967e665-9dfc-42fc-a540-57e9204e5bdf.md ## Summary - **Status:** Live - **Employer:** Gloucestershire Health & Care NHS Foundation Trust - **Town:** Gloucester - **Region:** South West - **Country:** England - **Profession:** Ambulance and emergency care - **Grade:** Band 3 - **Salary:** £25,760 - £27,476 per annum - **Contract type:** Permanent: 24/7 hrs to encompass night shifts - **Employment type:** Full time - 37.5 hours per week (24/7 shift pattern to include night shifts) - **Closing date:** 2026-06-21T23:59:00.000Z - **Posted:** 2026-06-08T15:21:21.806Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Gloucestershire/Gloucestershire/Gloucestershire_Health_Care_NHS_Foundation_Trust/First_Point_Contact_Centre_Mental_Health_Urgent_Care/First_Point_Contact_Centre_Mental_Health_Urgent_Care-v8034782 - **Application URL:** https://apps.trac.jobs/job-advert/8034782?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.ghc.nhs.uk ## Job Content ### Job overview Are you looking for a new and exciting opportunity? Do you want to be part of an evolving service? We are the First Point of Contact Centre (FPCC) for Gloucestershire Health and Care NHS Foundation Trust Mental Health services. - Our service has expanded to encompass the changing need of routine, urgent and crisis referrals in line with local and national guidance. - We deliver an extended 24/7 service including night shifts, which is an open access service for crisis referrals, and accepts professional referrals in to the trust covering mental health urgent and routine referrals - We are based at Edward Jenner Court alongside our physical health colleagues and we work collaboratively with them. Come and join the team to be the First Point of Contact with service users, and referrers,  to ensure they are engaged, treated with compassion and receive the highest quality of care at the start of their journey with Gloucestershire Health and Care NHS Foundation Trust. Learn more about the team here: First Point of Contact Centre \> Glos Health & Care NHS Foundation Trust (ghc.nhs.uk) ### Main duties of the job The FPCC receives telephone calls, letters and e-mails from GP’s, HCP’s, service users, their representatives and other referrers seeking mental health advice, mental health support and to access the local secondary mental health and learning disability services. Alongside this, we also manage the NHS 111 mental health crisis service, and referrals in to the Trust.  With just a single telephone number the FPCC delivers a much simplified way for service users and referrers to access the Trust, ensuring that service users are seen by the team at the right time. We are looking for individuals with call handling experience, mental health care experience, customer care skills and a desire to make a difference within the First Point of Contact Centre. The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification. ### Detailed job description and main responsibilities Gloucestershire Health and Care is committed to embedding and providing personalised care through all of its services as part of our high-quality care strategy. The purpose of personalised care is to empower people to lead the lives they want to live. Personalised care starts with a conversation with people about what matters to them. It builds on what people can do, as well as addressing their health needs.  Including new ways of working and delivering care, emphasising that we need to make effective use of the full range of our people’s skills and experience to deliver the best possible patient care.  So we want to know What Matters to You and that you will share our values and join us on this very important journey. The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification. Please refer to the Additional Information attachment before submitting your application This role is not eligible for sponsorship as per the Government’s UK VISA and Immigration Rules and Regulations. For more information please visit https://www.gov.uk/browse/visas-immigration/work-visas ## Job Details Are you looking for a new and exciting opportunity? Do you want to be part of an evolving service? We are the First Point of Contact Centre (FPCC) for Gloucestershire Health and Care NHS Foundation Trust Mental Health services. Our service has expanded to encompass the changing need of routine, urgent and crisis referrals in line with local and national guidance. We deliver an extended 24/7 service including night shifts, which is an open access service for crisis referrals, and accepts professional referrals in to the trust covering mental health urgent and routine referrals We are based at Edward Jenner Court alongside our physical health colleagues and we work collaboratively with them. Come and join the team to be the First Point of Contact with service users, and referrers, to ensure they are engaged, treated with compassion and receive the highest quality of care at the start of their journey with Gloucestershire Health and Care NHS Foundation Trust. Learn more about the team here: First Point of Contact Centre \> Glos Health & Care NHS Foundation Trust (ghc.nhs.uk) ## Job Description The FPCC receives telephone calls, letters and e-mails from GP’s, HCP’s, service users, their representatives and other referrers seeking mental health advice, mental health support and to access the local secondary mental health and learning disability services. Alongside this, we also manage the NHS 111 mental health crisis service, and referrals in to the Trust. With just a single telephone number the FPCC delivers a much simplified way for service users and referrers to access the Trust, ensuring that service users are seen by the team at the right time. We are looking for individuals with call handling experience, mental health care experience, customer care skills and a desire to make a difference within the First Point of Contact Centre. The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification. ## Responsibilities Gloucestershire Health and Care is committed to embedding and providing personalised care through all of its services as part of our high-quality care strategy. The purpose of personalised care is to empower people to lead the lives they want to live. Personalised care starts with a conversation with people about what matters to them. It builds on what people can do, as well as addressing their health needs. Including new ways of working and delivering care, emphasising that we need to make effective use of the full range of our people’s skills and experience to deliver the best possible patient care. So we want to know What Matters to You and that you will share our values and join us on this very important journey. The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification. Please refer to the Additional Information attachment before submitting your application This role is not eligible for sponsorship as per the Government’s UK VISA and Immigration Rules and Regulations. For more information please visit https://www.gov.uk/browse/visas-immigration/work-visas ## Person Specification ### Qualifications **Essential** - GCSE level of education or equivalent **Desirable** - NVQ 2 or equivalent in healthcare ### Length and Nature of Experinece **Essential** - Experience of working in mental health, a healthcare or NHS setting with mental health experience **Desirable** - Experience of working in a call centre or similar - Some experience of working collaboratively with other care teams, stat and not stat agencies, the voluntary sector ## Documents - [327-26-254_jdps (pdf, 437.9kb)](https://www.healthjobsuk.com/documents?vdoc=10323341) - [staff benefits - ghc (pdf, 618.3kb)](https://www.healthjobsuk.com/documents?edoc=2522) - [additional information for applicants (pdf, 408.6kb)](https://www.healthjobsuk.com/documents?edoc=2656) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.