Call Handler

Job overview

An exciting opportunity has arisen for a patient focused Call Handler to work within the Newcastle & Gateshead Children and Young Peoples Service (CYPS) based at Bensham Hospital, Gateshead. Post is full time 37.5hrs per week Monday to Friday covering shift patterns of 8am to 4pm and 9am to 5pm on a rota basis

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. Postholder 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.

Postholder 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. Postholder 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 have admin and clerical experience with recent demonstrable 12 month experience in :-

• A customer/patient focused environment.
• Excellent communication and interpersonal skills.
• Fast, accurate keyboard skills
• Proven experience of accurate database input
• Daily use of Microsoft Word/Office packages and email.
• Good verbal and written communication skills.
• Ability to be self-directed, motivated and to contribute positively within a team.
• Well organised and structured.
• Demonstrate flexibility in the role to meet the needs of the service.
• Facilitate excellent customer service, in person and on the telephone
• Provide proactive administration service to support the Team Manager including typing/checking documentation, processing mail, photocopying, scanning etc.
• Provide agreed levels of support to the service 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.
• The post holder will be able to demonstrate the ability to deal with possible exposure to highly distressing or highly emotional circumstances and will be expected to participate on all relevant training courses appropriate to the role. You should currently hold the required level of qualifications, as outlined in the Essential Criteria of the Personal Specification. If you do not meet this criteria you will not be shortlisted.

Detailed job description and main responsibilities

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.