Contact Centre Telephone Agent

Job summary

Are you passionate about helping others? Do you thrive in a fast-paced, team-oriented environment? Join our dedicated team of NHS 111 option 2 & Contact Centre Agents and play a vital role in providing essential healthcare support to the community.

About the Role

As a 111 option 2 & Contact Centre Agent, you'll be the first point of contact for patients seeking urgent mental heath advice, guidance, or assistance in addition to supporting other trust services. Your role will be taking details from patients, and where necessary escalate cases to healthcare professionals.

This is a 24/7 365 service. Shift patterns are in blocks of 4 or 8 hours, with a mixture of shifts available.

Shift number

Hours per week

Pattern

Shift 1

37.5

Monday & Tuesday 8am-4pm, Thursday 4am-midday, Friday 8am-4pm, Saturday 8am-4pm

Shift 2

37.5

Tuesday 8am-4pm, Wednesday 4pm-8pm, Thursday 8am-8pm, Friday 8pm-4am, Sunday 4pm-midnight

Shift 3

27.5

Monday 8am-midday, 4pm-8pm, Tuesday 8am -midday, Wednesday 4pm-8pm, Friday 4pm -8pm, Sunday midnight to 8am (8am falls on the Sunday)

Please only apply if you are available to cover any of the above hours. Please note, this is a hybrid working model which will involve working 50% of the agreed shifts from the Office, and 50% remote working.

Main duties of the job

Key Responsibilities

o Answer incoming calls promptly and professionally, providing a calm and empathetic approach.

o Accurately document patient details and outcomes in line with confidentiality and data protection standards.

o Liaise with clinical teams and other healthcare providers to ensure patients receive the best possible care.

o Remain calm under pressure, managing challenging or distressing situations with professionalism and sensitivity. It is important to stress, some of these calls are of a distressing nature.

About us

EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;

• Season Ticket Loans
• NHS discounts for staff
• Excellent Training facilities and opportunities
• Buying and Selling annual leave scheme
• The opportunity to work bank shifts and expand knowledge and experience in other areas
• Salary Sacrifice schemes including lease cars and Cycle to Work
• Day One Flexible Employer

The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment

Join our Staff bank

What is Staff Bank?

Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.

All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.

If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.