Cumbria, Northumberland, Tyne and wear (CNTW) NHS Foundation Trust

Call Handler

The closing date is 22 May 2025

Job summary

An exciting opportunity has arisen for a Call Handler (Band 3) with effective interpersonal and communication skills to join Northumberland Children and Young Peoples Service (CYPS) based at St Georges Park.

This post working will be shifts 8am to 4pm, 8:30am to 4:30pm, 9am to 5pm on rota basis. 2 consecutive days - these days will either be Monday & Tuesday or Thursday & Friday.

We are excited to receive applications from people who have the drive and passion to make a difference and have the resilience to work in a high-pressured environment.

Main duties of the job

Post holders must hold the key skills below and demonstrate proven experience in last 12 months of:-

Experience in a customer/patient and service user focused environment.
Excellent communication and interpersonal skills.
Excellent fast, accurate keyboard skills are an essential component due to the fast pace of this role.
A good understanding of inputting accurate information into a database
Proven experience and knowledge of Microsoft Word/Office packages and email communication.
Good verbal and written communication skills.
Ability to be self-directed, motivated and be able to contribute positively within a team.
Well organised and structured.
The post holder will be expected to demonstrate flexibility in the role in order to meet the needs of the service.
Facilitates excellent customer service, in person and on the telephone, following guidance and procedures delivered through in-house training.
Provides assistance to the admin team where capacity allows scanning and uploading to the patient database.

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.

About us

We aim to attract and retain a diverse, talented and committed workforce, who are caring and compassionate, and therefore able to meet the demands of the modern NHS now and in the future. In return we can offer a dynamic working environment in which to build a career.

Date posted

08 May 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,625 to £25,674 a year pro rata per annum

Contract

Permanent

Working pattern

Part-time

Reference number

263-CCG25-171-JW

Job locations

St Georges Park Hospital

Morpeth

NE61 2NU

Job description

Job responsibilities

Please find attached job description for full details.

Advertising date : 8th May 2025

Closing date : 22nd May 2025

We welcome your application.

Please note - This vacancy may close earlier than the stated closing date should a suitable number of applications be received.

Job description

Job responsibilities

Please find attached job description for full details.

Advertising date : 8th May 2025

Closing date : 22nd May 2025

We welcome your application.

Please note - This vacancy may close earlier than the stated closing date should a suitable number of applications be received.

Person Specification

Qualifications

Essential

Good general level of education to O-Level/ GCSE or equivalent in English Language
NVQ 3 in Care, Customer Care or Business Administration or relevant experience

Knowledge and Experience

Essential

Working knowledge of Microsoft applications including e-mail communication
Good working knowledge of office procedures
Previous administrative experience
Able to prioritise and plan own workload
Ability to work under pressure and meet targets

Desirable

Experience of working with electronic filing systems

Skills and Competencies

Essential

Excellent communication and interpersonal skills, both verbal and written
Good organisational and planning skills
Flexible attitude to cope with fluctuating workloads and the occasional requirement to cover other areas in cases of staff absence
Have excellent customer service skills and confident telephone manner

Desirable

Previous experience of call handling role

Person Specification

Qualifications

Essential

Good general level of education to O-Level/ GCSE or equivalent in English Language
NVQ 3 in Care, Customer Care or Business Administration or relevant experience

Knowledge and Experience

Essential

Working knowledge of Microsoft applications including e-mail communication
Good working knowledge of office procedures
Previous administrative experience
Able to prioritise and plan own workload
Ability to work under pressure and meet targets

Desirable

Experience of working with electronic filing systems

Skills and Competencies

Essential

Excellent communication and interpersonal skills, both verbal and written
Good organisational and planning skills
Flexible attitude to cope with fluctuating workloads and the occasional requirement to cover other areas in cases of staff absence
Have excellent customer service skills and confident telephone manner

Desirable

Previous experience of call handling role

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.