Call Handler

Executive Mandate Specification

An opportunity has arisen within Newcastle and Gateshead Children & Young People's Service (CYPS), for a full time Call Handler – Band 3. It is desirable that the post holder will have experience of working as a call handler within a similar environment.

The post is currently based at Bensham Hospital, Gateshead, although the team is split between two sites of Benton House, Newcastle and Bensham Hospital. The post holder will primarily be based at Bensham Hospital. Call handlers work on a split 3 shift system; 8am-4pm, 9am-5pm, 10am-6pm, although occasional cover may be required outside of these times.

The successful applicant will work within a small but extremely busy and fast-paced team of call handlers, providing a full call reception service, directly dealing with service users, parents, carers, schools, members of the public and other professionals to ensure that calls are dealt with in a timely manner and routed appropriately.

The post holder must be able to demonstrate the ability to deal with exposure to highly distressing or highly emotional circumstances and will be expected to ensure they participate on all relevant training courses appropriate to the role.

Key skills required:

• Admin Assistant/Officer or Secretarial experience working within a team
• Experience in a customer / patient and service user focused environment
• Excellent communication and interpersonal skills
• Resilience in handling calls of an often distressing nature
• A good understanding of the RIO system (not essential as training given to those who have not worked on this system before)
• A good knowledge of Microsoft word/office packages and typing qualification or relevant experience
• Excellent verbal and written communication skills
• Ability to be self-directed, motivated and be able to contribute positively within a team
• Well organised and structured
• The post holder will be expected to demonstrate flexibility in the role.

We 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.

Please note to apply for this role you must have the right to work in the UK. CNTW NHS Foundation Trust will not provide sponsorship for this role.

The Children and Young People’s Service provides a single service to all children and young people aged 0-18 years living in Newcastle and Gateshead who present with mental health difficulties. This includes children and young people who may be living in difficult and challenging circumstances.

Please find attached job description for full details.

Advertising date : 4th April 2023

Closing date : 18th April 2023

We welcome your application.

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship