Call Handler

NHS

  • Carlisle
  • £24,937-26,598 per year
  • Permanent
  • Full-time
  • 2 days ago
An exciting opportunity has arisen for patient focused Call Handlers to support the Initial Response Service (IRS) based at the Carleton Clinic, in Carlisle.IRS offers a single point of access into mental health services. Call handlers will be expected to accept calls from both professionals and services users, and will be required to complete administrative tasks such as clarification of appointment times or general enquiries. IRS accepts referrals into both Community and Crisis Mental Health Services.The service is available 24 hours a day 365 days per year so there are opportunities for flexible working and this is an ideal opportunity for students, psychology graduate, or those looking to gain clinical experience to further their career in mental health. Excellent IT skills are an essential component due to the fast pace of this role and the accurate recording of information to aid onward referral.Main duties of the jobThe role 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.This role also requires the post holder to manage calls from service users who may be in crisis and you will supported through a training package to determine the immediacy of the situation and needs of the individual caller at that time.The post holder will be resilient, resourceful, and be able to manage calls that may at times be distressing or require an emergency response. A robust supervision structure is in place to support staff due to the challenges of the role.The service is available 24 hours a day 365 days per year so there are opportunities for flexible working and this is an ideal opportunity for students, psychology graduate, or those looking to gain clinical experience to further their career in mental health. Excellent IT skills are an essential component due to the fast pace of this role and the accurate recording of information to aid onward referral.We are excited to receive applications from people who have the drive and passion to make a difference and have the resilience to work in a high-pressured environmentAbout usWe 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.DetailsDate posted02 September 2025Pay schemeAgenda for changeBandBand 3Salary£24,937 to £26,598 a year per annumContractPermanentWorking patternFull-timeReference number263-CCG25-307-ADJob locationsCarleton ClinicCumwhinton DriveCarlisleCA1 3SXJob descriptionJob responsibilitiesPlease find attached job description for full details.Advertising date : 2nd September 2025Closing date : 16th September 2025We welcome your application.Please note - this vacancy may close early once a suitable number of applications are received. Job descriptionJob responsibilitiesPlease find attached job description for full details.Advertising date : 2nd September 2025Closing date : 16th September 2025We welcome your application.Please note - this vacancy may close early once a suitable number of applications are received.Person SpecificationEducation and QualificationEssential
  • NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards
Knowledge and ExperienceEssential
  • Experience of working within a mental health setting
  • Person centred care
Skills and CompetenciesEssential
  • Good interpersonal and communication skills
  • Ability to prioritise and manage own workload
  • Enhanced Literacy skills
  • Numeracy skills
  • Excellent IT skills
Desirable
  • Record keeping skills
Role/Team specific requirementsEssential
  • Flexible
  • Open to change
  • Open and honest
  • Motivated
  • Demonstrates respect, dignity and integrity
Person SpecificationEducation and QualificationEssential
  • NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards
Knowledge and ExperienceEssential
  • Experience of working within a mental health setting
  • Person centred care
Skills and CompetenciesEssential
  • Good interpersonal and communication skills
  • Ability to prioritise and manage own workload
  • Enhanced Literacy skills
  • Numeracy skills
  • Excellent IT skills
Desirable
  • Record keeping skills
Role/Team specific requirementsEssential
  • Flexible
  • Open to change
  • Open and honest
  • Motivated
  • Demonstrates respect, dignity and integrity

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