Apprentice Single Point of Access (SPA) Call Handler

Job summary

The post will be based within the Single Point of Access in Friarage Hospital in Northallerton; operational hours are between 08:00 hours - 20:00 hours7 days per week (including bank holidays) with flexibility to meet service need, shifts will be rostered during these times.

We are looking for a Call Handler to work in a busy Call Centre taking referrals from multi-agencies forming part of the Single point of access integrated call handling team.

The Single Point of Access is a rapidly developing integrated service, that aims to play a key role in the provision of access to community services across the area.

The service is continually progressing, and will be pivotal in providing access, advice, guidance and assessment to health and social care services, with a view to reducing the dependency on acute services and providing our patients the best opportunity to be cared for in their own home. This job brings a real opportunity for an individual to get involved and be part of this ever-developing service.

If you possess innovation, dynamism and drive and are passionate about ensuring individuals health and social care needs are met this could be the challenge you are looking for.

You will be released for study and supported to achieve a Level 2 in Customer Services.

Entry requirements :

• Customer Services experience
• Maths/ English Level 1 minimum
• Computer Skills

Main duties of the job

• The post holder will act as a call handler for community services ensuring effective and efficient handling and processing of all referrals and queries by use of telephone and electronic systems, following the appropriate referral processes.

You will be expected to control and take charge of all calls managing them in a calm professional manner and treating all those you deal with dignity and respect.

In the role of Integrated Call Handler, you will possess excellent communication and interpersonal skills and be able to demonstrate the ability to work in a busy call centre dealing with people with varying needs across a number of pathways.

The post holder will be expected to deliver an effective, efficient, and professional telephone-based customer service, working collaboratively with all SPA stakeholders. The post holder will provide a first point of contact for referrers to access a range of community services, assisting the delivery of clinical services across Hambleton & Richmondshire.

You must be able to demonstrate that you possess significant IT and communication skills and experience and be able to liaise with patients and other agencies to triage calls in a timely manner to escalate these to caseload holders to ensure patients receive the best possible care.

Please note that this vacancy will close when we receive sufficient completed applications.

About us

To be eligible for an apprenticeship you must:o Have the right to work and remain in the UK.o Have lived in the UK for at least 3 years. A non-UK national is eligible for funding if they have been ordinarily resident in the UK and Islands for at least the previous 3 years on the first day of their apprenticeship and have permission from the UK government to live in the UK (not for educational purposes i.e. student visa) or have obtained pre-settled or settled status under EUSS.o Provide evidence of required English and maths qualifications.

South Tees Hospitals NHS Foundation Trust offers Novice leadership and improvement training to all new staff to the Trust.

Employer details

Employer name

South Tees Hospitals NHS Foundation Trust

Address

Friarage Hospital

Bullamoor Road

Northallerton

DL6 1JG

Employer's website

https://www.southtees.nhs.uk/ (Opens in a new tab)

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Employer details

Employer name

South Tees Hospitals NHS Foundation Trust

Address

Friarage Hospital

Bullamoor Road

Northallerton

DL6 1JG

Employer's website

https://www.southtees.nhs.uk/ (Opens in a new tab)

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