Call Handler
The closing date is 12 February 2026
Job summary
An exciting opportunity has arisen for a patient focused Call Handler to work within the Newcastle & Gateshead ADHD and Autism Service based at St Nicholas Hospital, Newcastle upon Tyne NE3 3XT. Post is full time 37.5hrs per week Monday to Friday covering shiftpatterns of 9am to 5pm.
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. Post holder 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.
Post holder 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. Post holder 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
Candidates will be responsible for administrative functions and must have demonstrable recent 12 month experience including, but not limited, to the following: (see job description for further information):
- Experience in a customer/patient and service user focused environment.
- Admin and Clerical experience
- Excellent communication and interpersonal skills.
- Excellent fast, accurate typing/keyboard skills are an essential component due to the fast pace of this role.
- A good understanding of inputting accurate information into a database.
- Ability to change tasks at short notice
- Reliable and punctual
- 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.
- Provide agreed levels of support to the service to maintain cover in the absence of other administrative staff.
- 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.
- Candidates must be adaptable, work well as a team and provide a positive patient experience which are essential skills for the role of a Call Handler.
- 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.
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.
NHS Employees identified as at risk of compulsory redundancy and those eligible for the NENC Re-Deployment careers hub will receive prior consideration.
Details
Date posted
29 January 2026
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,937 to £26,598 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
263-CCG26-022-AB
Job locations
St Nicholas Hospital
Gosforth
Newcastle upon Tyne
NE3 3XT
Employer details
Employer name
Cumbria, Northumberland, Tyne and wear (CNTW) NHS Foundation Trust
Address
St Nicholas Hospital
Gosforth
Newcastle upon Tyne
NE3 3XT
Employer's website
https://www.cntw.nhs.uk/careers/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
