# Primary Care Call Handler > NHS job listing from Job Clerk for The Royal Wolverhampton NHS Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/primary-care-call-handler/69cf3ca4-f574-4e58-9cb3-7a60c69bfc2d - **Markdown:** https://www.jobclerk.com/job/primary-care-call-handler/69cf3ca4-f574-4e58-9cb3-7a60c69bfc2d.md ## Summary - **Status:** Live - **Employer:** The Royal Wolverhampton NHS Trust - **Location:** New Cross Hospital - **Workplace type:** onsite - **Profession:** Ambulance and emergency care - **Grade:** Band 2 - **Salary:** £25,272 per annum - **Contract type:** Permanent - **Employment type:** Full time, Part time, 37.5 hours per week (Shifts will be between 08.00-18.30) - **Closing date:** 2026-09-15T22:59:00.000Z - **Posted:** 2026-09-01T13:12:55.019Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Birmingham_Black_Country/Wolverhampton/The_Royal_Wolverhampton_NHS_Trust/Primary_Care/Primary_Care-v8200273 - **Application URL:** https://apps.trac.jobs/job-advert/8200273?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.royalwolverhampton.nhs.uk ## Job Content ### Job overview This is an excellent opportunity to be part of the evolution of the future of Primary Care as we escape from the world of the traditional GP surgery receptionist. First impressions are important, and here at the Royal Wolverhampton Primary Care Network we enjoy making every contact count. As a Call Handler you will be the first point of contact for patients requiring an appointment at one of our 8 GP Practices As a key member of the first contact team, you will be based at a dedicated call hub facility, embracing a role that recognises the diversity of the wider multi-disciplinary team within General Practice allowing you to direct patients to the best person or team to manage their health or care needs. You will be expected to book appointments using EMIS web and other systems, provide a prompt, courteous service to all patients and members of the clinical team to ensure that the patient receives a first class and seamless service. ### Main duties of the job The post holder provides a comprehensive, effective, accurate and timely service to the practices, patients and their representatives as well as the wider health community. The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail. The post holder will provide a high quality experience ensuring the correct information is provided in the most efficient and effective way. The post holder will work to high standards of customer service and be sensitive to the needs of each individual, responding to a wide range of needs, to ensure service user satisfaction. ### Detailed job description and main responsibilities To provide efficient and confidential support by delivering a comprehensive, high quality and accurate call handling service. To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards. To respond to incoming calls without delay To receive, respond to and maintain evidence of all enquiries. To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations. To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand. To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed. To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service. To communicate patient appointments and information in a timely and agreed manner. To be directly involved in any service developments e.g. on-going development of the referral centre, patient pathways and IT solutions. To support new staff within the team as part of the induction process. To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Leader and / or Service Delivery Manager. ### 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. ## Person Specification ### Skills and Other **Essential** - Flexible and adaptable approach to working. - Ability to work effectively as part of a busy team. - Ability to use own initiative. - Ability to travel across a number of sites ### Qualifications and Experience **Essential** - General good standard of education and/or NVQ level 2. - Demonstrable IT competence gained through experience. - Customer service experience. **Desirable** - Primary Care experience - Primary care IT systems IE EMIS Docman - Experience working within the NHS - Call handler experience. ## Documents - [jd call handler (pdf, 859.4kb)](https://www.healthjobsuk.com/documents?vdoc=10506069) - [wolverhampton map (pdf, 600.9kb)](https://www.healthjobsuk.com/documents?edoc=2032) - [rwt professional standards (pdf, 95.4kb)](https://www.healthjobsuk.com/documents?edoc=3048) - [employee rewards booklet v.15 (pdf, 1.6mb)](https://www.healthjobsuk.com/documents?edoc=2083) - [rwt health & wellbeing offer (pdf, 945.6kb)](https://www.healthjobsuk.com/documents?edoc=3027) - [using ai when completing application forms (pdf, 320.6kb)](https://www.healthjobsuk.com/documents?edoc=2969) - [transforming care together strategy 2026-2031 v4 (pdf, 2.8mb)](https://www.healthjobsuk.com/documents?edoc=2618) ## 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.