Call Handler

NHS

  • Cinderford, Gloucestershire
  • £24,937-26,598 per year
  • Contract
  • Full-time
  • 16 days ago
This role is offered on a fixed term/secondment basis for 10 months.Internal applicants who wish to be considered for a secondment opportunity should discuss with their line manager the suitability of a possible secondmentGloucestershire Health and Care NHS Foundation Trust is currently looking for an enthusiastic and hardworking call handler to join our busy & friendly Integrated Community Team, to cover a secondment on a fixed term basis until the end of June 2026.You will work as part of a team supporting the Referral Centre in handling all nursing and multidisciplinary referrals in locality the Forest based Referral Centre.The purpose of the Referral Centre is to act as a hub through which all incoming referrals are received, triaged and responded to in a timely way, using a multi-disciplinary approach. This MDT comprises Occupational Therapy, Physiotherapy, Community Nursing, Reablement and Admin support. The Referral Centres are a fast paced and stimulating environment to work in with no two days the same.You will be working in a customer facing environment and the role will include taking patient details in a sympathetic and understanding manner, whilst ensuring that calls are handled effectively, efficiently and in a manner that preserves dignity and confidentiality.Main duties of the jobThe focus of the work will be to take telephone calls, gather information and input referrals onto the electronic patient records, using SystmOne, as well as providing additional administrative roles as required. Collaboration with partners and community services will be key to this role, and to support using the wider community for signposting and self-management.We require motivated and flexible people with excellent communication and computer skills, to include Excel, Word and Outlook.We offer a supportive and friendly working environment with opportunities for training and professional development.When applying for this position, please ensure that in your supporting statement, you make clear how you meet the person specification, especially the values and behaviours expected of all colleagues. This will figure largely in our short-listing criteria and the overall selection process.If you would like to work for an organisation that values its staff, aims to deliver the best care, offering compassion to all patients, their carers and families, and you can demonstrate this to us, we would like to hear from you!The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.About usWe 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.DetailsDate posted18 August 2025Pay schemeAgenda for changeBandBand 3Salary£24,937 to £26,598 a year per annumContractFixed termDuration10 monthsWorking patternFull-time, Job shareReference number327-25-697Job locationsForest & TNS ICT - Ow Bist Forest Community SpaceDockham RoadCinderfordGL14 2AQJob descriptionJob responsibilitiesThis 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-visasSuccessful candidates are expected to undertake a DBS check at their own cost and sign up to the DBS update service.For customer-facing roles all applicants must be able to demonstrate that they can communicate in English with confidence.To ensure you fully understand how the Trust, as a Data Controller, will process and store your data please read the attached document Applicant and Staff Privacy Notice prior to applying for the role.Candidates for any staff appointment shall, when making application, disclose in writing to the Trust whether they are related to any governor. Failure to disclose such a relationship may disqualify a candidate and, if appointed, may render him/her liable to dismissal.Job descriptionJob responsibilitiesThis 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-visasSuccessful candidates are expected to undertake a DBS check at their own cost and sign up to the DBS update service.For customer-facing roles all applicants must be able to demonstrate that they can communicate in English with confidence.To ensure you fully understand how the Trust, as a Data Controller, will process and store your data please read the attached document Applicant and Staff Privacy Notice prior to applying for the role.Candidates for any staff appointment shall, when making application, disclose in writing to the Trust whether they are related to any governor. Failure to disclose such a relationship may disqualify a candidate and, if appointed, may render him/her liable to dismissal.Person SpecificationQualificationsEssential
  • GCSE English & Maths Grade C or above or equivalent
  • NVQ 3 or working towards or, can demonstrate experience to that level
ExperienceEssential
  • Evidence of working as part of a team
  • Experience of communicating over the telephone
Professional KnowledgeEssential
  • Evidence of willingness and ability to learn new skills
Desirable
  • Understanding and comprehensive use of Electronic records and the local system for patient records
Person SpecificationQualificationsEssential
  • GCSE English & Maths Grade C or above or equivalent
  • NVQ 3 or working towards or, can demonstrate experience to that level
ExperienceEssential
  • Evidence of working as part of a team
  • Experience of communicating over the telephone
Professional KnowledgeEssential
  • Evidence of willingness and ability to learn new skills
Desirable
  • Understanding and comprehensive use of Electronic records and the local system for patient records

NHS