Job summary
This role is offered on a permanent basis/fixed term/secondment basis for 11 months.
Internal applicants who wish to be considered for a secondment opportunity should discuss with their line manager the suitability of a possible secondment
We are looking to recruit a motivated and enthusiastic Call Handler to work within our NHS Gloucestershire Talking Therapies Administration Hub on a permanent basis.
The Administration Hub manages incoming referrals from patients and professionals, as well as supporting the wider NHS Gloucestershire Talking Therapies team with administration tasks.
Main duties of the job
You will work as a team to receive telephone referrals, booking and cancelling appointments, processing batch mail, working with our online referrals system as well as a number of other roles within the hub as required. You will have an excellent telephone manner, putting patients at ease as they ring into the Administration Hub. You will be able to work effectively within a small team, but also relate well to the wider NHS Gloucestershire Talking Therapies team across the county.
The role is within a busy and dynamic team, you will need to be able to work flexibly, be responsive to change and communicate effectively. We provide a supportive working environment, with regular supervision and appraisals.
The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.
About us
We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people's homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.
Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us. In the latest staff survey, 61% of colleagues gave us their views. It was great to hear that:
- 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
- 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
- 81% said that care of patients and service users is the Trust's priority, compared with an average in comparable NHS Trusts in England of 64%.
This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement. However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.
Job description
Job responsibilities
- Communicating effectively with a wide range of people including colleagues, Managers and members of the public, ensuring at all times that a professional approach is presented.
- Transferring internal and external calls, faces, mail and e-mails and taking messages, ensuring that all issues are actioned or passed on and followed up in a timely manner.
- Using Microsoft office applications such as Microsoft Word for word processing.
- Actively participating in team meetings and discussions with colleagues and manager to make constructive suggestions as to how services could be improved within own work area, and implementing such changes with guidance from line manager.
- As far as possible within own role, ensure a professional, proactive service is provided to customers, including helping as far as possible with the absence of colleagues to deal with enquires and avoid potential problems.
- Ensuring that all departmental spreadsheets and Information Systems are accurate and kept up to date.
- Prioritise own workload, organising work to meet priorities and highlighting to appropriate colleagues when potential problems may occur.
- Keep all files, systems and paperwork up to date in line with departmental procedures, highlighting any difficulties or potential issues to line manager.
- Ensure all paperwork is filed or shredded promptly and securely.
- Carrying out general administrative tasks for the department to agreed standards and timescales, eg photocopying, sending out correspondence and documents etc.
- Oder office stationary as necessary
- Undertake other support functions as requested by the Administration Officer/ MHICT Administration Hub Operational Manager.
- Acts in ways that; support equality and value diversity. Treat everyone with whom you come in contact with dignity and respect and recognise and report behaviour that undermines equality and diversity.
This role is not eligible for sponsorship as per the Governments UK VISA and Immigration Rules and Regulations. For more information please visit https://www.gov.uk/browse/visas-immigration/work-visas
Job description
Job responsibilities
- Communicating effectively with a wide range of people including colleagues, Managers and members of the public, ensuring at all times that a professional approach is presented.
- Transferring internal and external calls, faces, mail and e-mails and taking messages, ensuring that all issues are actioned or passed on and followed up in a timely manner.
- Using Microsoft office applications such as Microsoft Word for word processing.
- Actively participating in team meetings and discussions with colleagues and manager to make constructive suggestions as to how services could be improved within own work area, and implementing such changes with guidance from line manager.
- As far as possible within own role, ensure a professional, proactive service is provided to customers, including helping as far as possible with the absence of colleagues to deal with enquires and avoid potential problems.
- Ensuring that all departmental spreadsheets and Information Systems are accurate and kept up to date.
- Prioritise own workload, organising work to meet priorities and highlighting to appropriate colleagues when potential problems may occur.
- Keep all files, systems and paperwork up to date in line with departmental procedures, highlighting any difficulties or potential issues to line manager.
- Ensure all paperwork is filed or shredded promptly and securely.
- Carrying out general administrative tasks for the department to agreed standards and timescales, eg photocopying, sending out correspondence and documents etc.
- Oder office stationary as necessary
- Undertake other support functions as requested by the Administration Officer/ MHICT Administration Hub Operational Manager.
- Acts in ways that; support equality and value diversity. Treat everyone with whom you come in contact with dignity and respect and recognise and report behaviour that undermines equality and diversity.
This role is not eligible for sponsorship as per the Governments UK VISA and Immigration Rules and Regulations. For more information please visit https://www.gov.uk/browse/visas-immigration/work-visas
Person Specification
Qualifications
Essential
- GCSE or equivalent
- Good IT skills
Desirable
- European Computer Driving License (ECDL) or equivalent
- NVQ Level 2 in administration or equivalent experience
Experience
Essential
- Experience of working within a busy administrative office environment
- Experience of using software packages, such as Microsoft Office (Word, Excel, Outlook)
Personal Attributes
Essential
- Excellent interpersonal skills
- Ability to work effectively as part of a team
- Willing to learn new skills and embrace modernisation
Person Specification
Qualifications
Essential
- GCSE or equivalent
- Good IT skills
Desirable
- European Computer Driving License (ECDL) or equivalent
- NVQ Level 2 in administration or equivalent experience
Experience
Essential
- Experience of working within a busy administrative office environment
- Experience of using software packages, such as Microsoft Office (Word, Excel, Outlook)
Personal Attributes
Essential
- Excellent interpersonal skills
- Ability to work effectively as part of a team
- Willing to learn new skills and embrace modernisation
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.
