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Berkshire Healthcare Foundation Trust

Out of hours Despatcher

The closing date is 10 September 2025

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Job summary

Westcall, the GP out of hours service for Berkshire West is looking for motivated and driven individuals to join our Out of Hours Operations team on a part-time basis working during evenings, nights, weekends and Bank Holidays.

You will be part of our dynamic operational team who are the first point of contact via telephone, for both patients and healthcare professionals across Berkshire, supporting referrers to make referrals to the Westcall service and other community services.

We are looking for individuals with a high attention to detail

Flexibility and the availability to work additional hours on an ad-hoc basis during overnights and weekends is desirable. This is a hybrid role.

We are recruiting for the following Weekly shifts

Monday 00:00-08:00

Tuesday 00:00-08:00

Friday 18:00-24:00

Saturday 00:00-07:00

Saturday 12:00-18:00

Saturday 18:00-24:00

Alternate weeks

Wednesday 00:00-08:00

Friday 18:00-23:00

Saturday 08:00-12:00

Sunday 00:00-07:00

Please submit applications for a combination of two or more of the above shifts, clearly outlining within your application which of the above detailed shifts you are applying for.

Successful candidates will be expected to offer availability on bank holidays including those over festive periods including Christmas, New Year and Easter.

Main duties of the job

  • Answer incoming calls in a courteous, helpful and professional manner representing the initial contact with the service. Ensure that patients' contact details are entered accurately onto the system databases.

  • Receiving incoming referrals to the Berkshire Integrated Hub and collect supporting information from the referrer, patient and other agencies. To monitor the Berkshire Integrated hub mailbox for incoming referrals

  • To ensure incoming referrals are processed in a timely manner to meet service requirements and are referred onto the appropriate service, ensuring all supporting documentation is completed and referred on.

  • Efficient and accurate recording of data on the Adastra and RIO electronic patient management systems including details of clinical symptoms, relevant past medical history and medication where appropriate.

  • Assist other members of the operational team including nursing, reception and driving staff with complex and challenging situations including emergency calls, patient complaints and security issues.

  • Assisting operational shift leads with managing workflow, despatching and allocation of work to clinical colleagues.

About us

Berkshire Healthcare NHS Foundation Trust is a specialist mental health and community health services trust. Rated 'outstanding' by the CQC, we're committed to providing the best possible care to people across Berkshire. As an employer, we're committed to offering an inclusive and compassionate environment where our people share in a sense of belonging and are supported to flourish.

Our values at Berkshire Healthcare are:

  • Caring for and about you is our top priority
  • Committed to providing good quality, safe services
  • Working Together with you to develop innovative solutions

Your wellbeing is important to us. Some of the benefits of working for us include:

  • Flexible working options to support work-life balance
  • 27 days' annual leave rising with service + opportunity to buy and sell
  • Generous NHS pension scheme
  • Excellent learning and career development opportunities
  • 'Cycle to Work' and car leasing scheme including electric vehicles
  • Access to a range of wellbeing tools and services
  • Discounts at hundreds of popular retailers and restaurants
  • Staff networks for race, diversity, disabilities, the environment and armed forces community to support equality
  • Generous maternity, paternity, adoption and special leave
  • Free parking across Trust sites

Details

Date posted

03 September 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£26,240 to £27,928 a year per annum, pro rata (incl of HCAS)

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

371-CHS1083

Job locations

Westcall Out of Hours

Wokingham

RG41 2RE


Job description

Job responsibilities

The must haves for you to be considered for this role:

  • Excellent written and verbal communication skills, experience of confidently communicating via the telephone and in managing challenging conversations in a sensitive manner.

  • The ability to work effectively individually and as part of a team

  • The ability to remain calm under pressure

  • A patient centered attitude

  • For further information about the role, please see attached job description and person specification.

    We strongly encourage you to review how you meet the criteria in the person specification and write about this point-by-point in your supporting statement for the best chance of being shortlisted.

    Were committed to equal opportunities and welcome applications from all sections of the community. Our commitment to inclusion is reflected in our accreditations: Race Equality Matters Silver Trailblazer, Neurodiversity in Business Corporate Member, Disability Confident Leader, Carer Confident Level 2, and the Armed Forces Covenant Gold Award. Reasonable adjustments will be provided to candidates as needed.

    Please note, if we receive a high number of applications, we may close this role earlier than the advertised closing date, so please submit your application as soon as possible

Job description

Job responsibilities

The must haves for you to be considered for this role:

  • Excellent written and verbal communication skills, experience of confidently communicating via the telephone and in managing challenging conversations in a sensitive manner.

  • The ability to work effectively individually and as part of a team

  • The ability to remain calm under pressure

  • A patient centered attitude

  • For further information about the role, please see attached job description and person specification.

    We strongly encourage you to review how you meet the criteria in the person specification and write about this point-by-point in your supporting statement for the best chance of being shortlisted.

    Were committed to equal opportunities and welcome applications from all sections of the community. Our commitment to inclusion is reflected in our accreditations: Race Equality Matters Silver Trailblazer, Neurodiversity in Business Corporate Member, Disability Confident Leader, Carer Confident Level 2, and the Armed Forces Covenant Gold Award. Reasonable adjustments will be provided to candidates as needed.

    Please note, if we receive a high number of applications, we may close this role earlier than the advertised closing date, so please submit your application as soon as possible

Person Specification

Education/Qualifications/Training

Essential

  • GCSE English and Maths
  • A working knowledge of Microsoft products including Excel, Word and Outlook at intermediate level

Desirable

  • ECDL or equivalent IT Qualification

Continuous Professional Development

Essential

  • Willingness to complete all Statutory and Mandatory training including all updates
  • Willingness to undertake further personal and professional development

Previous Experience

Essential

  • Experience of work within a health or social care setting
  • Experience of dealing with the public in a sensitive manner and an awareness of diversity in the community
  • Call handling experience using the Adastra V3 Clinical Database

Knowledge, Skills & Abilities

Essential

  • An ability to be able to deal with sensitive or difficult issues over the phone
  • Highly developed organisational skills with a good attention to detail and the ability to be able to prioritise
  • An ability to work under pressure and use own initiative
  • An ability to work independently but also refer appropriately for advice and assistance
  • To have accurate data input skills
  • Have a caring approach with a positive attitude
  • Flexible approach in order to meet the needs of the service
  • Ability to lead and co-ordinate a multi-disciplinary operational urgent care team

Desirable

  • Advanced working knowledge of the Adastra V3 and RIO patient systems

Additional Requirements

Essential

  • Flexibility with working hours / days including evenings, weekends and bank holidays including Christmas and Easter
  • Travel between sites as required
Person Specification

Education/Qualifications/Training

Essential

  • GCSE English and Maths
  • A working knowledge of Microsoft products including Excel, Word and Outlook at intermediate level

Desirable

  • ECDL or equivalent IT Qualification

Continuous Professional Development

Essential

  • Willingness to complete all Statutory and Mandatory training including all updates
  • Willingness to undertake further personal and professional development

Previous Experience

Essential

  • Experience of work within a health or social care setting
  • Experience of dealing with the public in a sensitive manner and an awareness of diversity in the community
  • Call handling experience using the Adastra V3 Clinical Database

Knowledge, Skills & Abilities

Essential

  • An ability to be able to deal with sensitive or difficult issues over the phone
  • Highly developed organisational skills with a good attention to detail and the ability to be able to prioritise
  • An ability to work under pressure and use own initiative
  • An ability to work independently but also refer appropriately for advice and assistance
  • To have accurate data input skills
  • Have a caring approach with a positive attitude
  • Flexible approach in order to meet the needs of the service
  • Ability to lead and co-ordinate a multi-disciplinary operational urgent care team

Desirable

  • Advanced working knowledge of the Adastra V3 and RIO patient systems

Additional Requirements

Essential

  • Flexibility with working hours / days including evenings, weekends and bank holidays including Christmas and Easter
  • Travel between sites as required

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.

Employer details

Employer name

Berkshire Healthcare Foundation Trust

Address

Westcall Out of Hours

Wokingham

RG41 2RE


Employer's website

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

Employer details

Employer name

Berkshire Healthcare Foundation Trust

Address

Westcall Out of Hours

Wokingham

RG41 2RE


Employer's website

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

Employer contact details

For questions about the job, contact:

Operations Manager

Averil Spackman

averil.spackman@berkshire.nhs.uk

07815485228

Details

Date posted

03 September 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£26,240 to £27,928 a year per annum, pro rata (incl of HCAS)

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

371-CHS1083

Job locations

Westcall Out of Hours

Wokingham

RG41 2RE


Supporting documents

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