Call Handler

Job overview

This role is offered on a permanent basis/fixed term/secondment basis for 11 months.

Internal applicants who wish to be considered for a secondment opportunity should discuss with their line manager the suitability of a possible secondment

We are looking to recruit a motivated and enthusiastic Call Handler to work within our NHS Gloucestershire Talking Therapies Administration Hub on a permanent basis.

The Administration Hub manages incoming referrals from patients and professionals, as well as supporting the wider NHS Gloucestershire Talking Therapies team with administration tasks.

Main duties of the job

You will work as a team to receive telephone referrals, booking and cancelling appointments, processing batch mail, working with our online referrals system as well as a number of other roles within the hub as required. You will have an excellent telephone manner, putting patients at ease as they ring into the Administration Hub. You will be able to work effectively within a small team, but also relate well to the wider NHS Gloucestershire Talking Therapies team across the county.

The role is within a busy and dynamic team, you will need to be able to work flexibly, be responsive to change and communicate effectively. We provide a supportive working environment, with regular supervision and appraisals.

The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.

Detailed job description and main responsibilities

• Communicating effectively with a wide range of people including colleagues, Managers and members of the public, ensuring at all times that a professional approach is presented.
• Transferring internal and external calls, faces, mail and e-mails and taking messages, ensuring that all issues are actioned or passed on and followed up in a timely manner.
• Using Microsoft office applications such as Microsoft Word for word processing.
• Actively participating in team meetings and discussions with colleagues and manager to make constructive suggestions as to how services could be improved within own work area, and implementing such changes with guidance from line manager.
• As far as possible within own role, ensure a professional, proactive service is provided to customers, including helping as far as possible with the absence of colleagues to deal with enquires and avoid potential problems.
• Ensuring that all departmental spreadsheets and Information Systems are accurate and kept up to date.
• Prioritise own workload, organising work to meet priorities and highlighting to appropriate colleagues when potential problems may occur.
• Keep all files, systems and paperwork up to date in line with departmental procedures, highlighting any difficulties or potential issues to line manager.
• Ensure all paperwork is filed or shredded promptly and securely.
• Carrying out general administrative tasks for the department to agreed standards and timescales, eg photocopying, sending out correspondence and documents etc.
• Oder office stationary as necessary
• Undertake other support functions as requested by the Administration Officer/ MHICT Administration Hub Operational Manager.
• Acts in ways that; support equality and value diversity. Treat everyone with whom you come in contact with dignity and respect and recognise and report behaviour that undermines equality and diversity.

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