# Contact Centre Call Handler

> NHS job listing from Job Clerk for East Suffolk and North Essex NHS Foundation Trust.

## Canonical URLs

- **HTML:** https://www.jobclerk.com/job/contact-centre-call-handler/3e26b4a5-637e-49b7-8250-e6601fb4ad87
- **Markdown:** https://www.jobclerk.com/job/contact-centre-call-handler/3e26b4a5-637e-49b7-8250-e6601fb4ad87.md

## Summary

- **Status:** Live
- **Employer:** East Suffolk and North Essex NHS Foundation Trust
- **Town:** Colchester
- **Region:** East of England
- **Country:** England
- **Profession:** Ambulance and emergency care
- **Grade:** Band 2
- **Salary:** £25,272 Per annum
- **Contract type:** Permanent
- **Employment type:** Full time - 37.5 hours per week
- **Closing date:** 2026-07-19T23:59:00.000Z
- **Posted:** 2026-07-09T09:12:21.596Z
- **Source information URL:** https://www.healthjobsuk.com/job/UK/Essex/ClactonOnSea/East_Suffolk_North_Essex_NHS_Foundation_Trust/Administration/Administration-v8142904
- **Application URL:** https://apps.trac.jobs/job-advert/8142904?ShowJobAdvert=&feedid=9002
- **Employer website:** https://www.esneft.nhs.uk

## Job Content

### Job overview

An exciting opportunity has arisen for enthusiastic and motivated individual to join our Community Gateway contact centre; the central point of call for all Northeast Essex Community Services.

Community Gateway is currently open 8-8pm, 7 days per week. The team work on a rota basis, offering flexibility across a range of shift times including:

8-4pm

9-5pm

10-6pm

12-8pm

You will need to have an excellent telephone manner and work well under pressure.

You will also need to be able to offer a flexible working approach and be able to cover hours when required.

Interview date: 27th July 2026

### Main duties of the job

Taking calls from patients, families, carers, GP’s, hospitals, 111 and other professionals. Manage the requests of patients and professionals by accessing the Gateway and managing the outcome e.g. confirming appointments, referral has been received etc, signposting or passing on information to relevant associated teams. The role will also include admin duties, managing referrals from professionals, registering and logging the data to relevant IT data bases and Microsoft systems, as well as using various media channels including email, MS Teams and phone calls. To ensure a high standard of administrative service is consistently delivered by undertaking all required tasks and activities on a daily basis.

### Detailed job description and main responsibilities

For full details of the responsibilities and duties of this role please see the attached job description

## Person Specification

### Knowledge

**Essential**

- Confidentiality and Data Protection
- Customer service

**Desirable**

- Understanding and knowledge of patient needs within the NHS.

### Experience

**Essential**

- Excellent numeracy/literacy skills
- Excellent IT skills

**Desirable**

- Previous Customer Service Experience.
- Knowledge of SystmOne.
- Knowledge of Care Flow.
- Knowledge of Evolve.
- Previous Call Centre experience

### Qualifications

**Essential**

- GCSE in English and Maths

## Documents

- [staff networks (pdf, 230.1kb)](https://www.healthjobsuk.com/documents?edoc=2724)
- [dbs information (pdf, 272.6kb)](https://www.healthjobsuk.com/documents?edoc=1262)
- [apprenticeship handbook (pdf, 373.9kb)](https://www.healthjobsuk.com/documents?edoc=2499)
- [esneft values and behaviours (pdf, 74.8kb)](https://www.healthjobsuk.com/documents?edoc=2146)
- [value of joining nhs pension (pdf, 125.2kb)](https://www.healthjobsuk.com/documents?edoc=2404)
- [job description and person specification (pdf, 496.6kb)](https://www.healthjobsuk.com/documents?vdoc=10441810)

## 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.