Senior Call Handler

Job overview

ICC Senior Call Handler - **Internal Applicants Only**

The role of Senior Call Handler supports the Integrated Contact Centre (ICC) by conducting quality assurance audits on NHS 111, 999, and dual-trained call handlers using NHS Pathways.

It involves delivering preceptorship and coaching to new and developing staff, ensuring adherence to call handling protocols and national standards.

The post holder works closely with management and training teams to improve call quality and performance, supports the Non-Clinical Hunt Group (NCHG), and maintains their own skills and NHS Pathways license

Main duties of the job

Key Responsibilities:

• Conduct quality audits and evaluate call performance against national standards.
• Identify trends and provide actionable feedback and improvement plans.
• Deliver constructive feedback to individuals and support learning needs through CPD and training resources.
• Analyse call and performance data to support decision-making and investigations.
• Maintain proficiency in call handling, software systems, and NWAS tools.
• Develop and share training aids; promote peer/self-audit culture.
• Act as a preceptor and mentor for new and developing staff.
• Provide non-clinical support 24/7 via the NCHG and escalate clinical concerns appropriately.
• Participate in major incident support and maintain frontline resilience when needed.
• Travel between ICC sites and adapt to evolving responsibilities in line with service changes.
• Carry out SMART Target audits to support Call Handlers in identified areas of deviation.

Detailed job description and main responsibilities

Please ensure you have read the full job description and person specification carefully before submitting your application