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Job summary

Main area
Call Centre Agent
Grade
Band 3
Contract
Permanent
Hours
  • Full time
  • Part time
  • Other
37.5 hours per week (Hybrid / shift working pattern)
Job ref
364-A-9433
Employer
Essex Partnership University NHS Foundation Trust
Employer type
NHS
Site
The Lodge
Town
Wickford
Salary
£24,937 - £26,598 per annum, pro rata for part time
Salary period
Yearly
Closing
15/10/2025 23:59

Employer heading

Essex Partnership University NHS Foundation Trust logo

Contact Centre Telephone Agent

Band 3

Our Trust cares for more than 100,000 patients at any one time across our community health, mental health and learning disability services across Essex and parts of Bedfordshire and Suffolk. 

We want you to be part of our journey of transformation, where our patients and their families are at the heart of everything we do and to achieve our vision to be the leading health and wellbeing service in the provision of mental health and community care.

You’ll be part of a Trust where you will be supported to be your authentic self and be the best you can be, where we will help you to grow, develop and thrive. 

The Trust is recognised by the University of Essex and is a top provider of apprenticeships for people looking to be an assistant practitioner, senior health care support worker (CAP). Our trailblazing CAP apprenticeship won a national HSJ Award.

We are also recognised as a Veteran Aware Trust and holder of gold accreditation from the Ministry of Defence Employment Recognition Scheme. Our services are highlighted as an exemplar of good practice, producing the best care for more than 3.500 armed forces veterans in the past seven years. 

We have been shortlisted and won national awards. We are an inclusive organisation and Level 3 Disability Confident Leader Trust.

We are constantly innovating and looking for new ways to deliver care, such as using technology to enhance patient care and working with partners to launch new services such as the Basildon Mental Health Urgent Care Department, virtual hospitals and falls response cars.  

Join us and you’ll do the best work of your life – and make a difference to other people’s lives. What we do together, matters.

Job overview

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

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

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

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

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.

Working for our organisation

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.

Detailed job description and main responsibilities

 

Please refer to the attached job description and person specification for full details of the role. Please contact Annika Guy for any more information.

 

Please note if you are shortlisted for interview the interviews will be taking place between 20th - 22nd October 2025.

Person specification

Education/Qualifications

Essential criteria
  • GCSEs in Maths and English at grade 4 (or C) or above (or equivalent qualification / experience
Desirable criteria
  • Good working knowledge of Clinical Services provided by EPUT.

Knowledge

Essential criteria
  • Ability to communicate complex and sensitive information to professional and vulnerable groups where reassurance and motivational skills are required

Employer certification / accreditation badges

Apprenticeships logoNo smoking policyMenopause Friendly EmployerPositive about disabled peopleAge positiveDisability confident leaderImproving working livesArmed Forces Covenant Gold AwardMindful employer.  Being positive about mental health.Essex Family Friendly Employers

Applicant requirements

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.

Documents to download

Apply online now

Further details / informal visits contact

Name
Annika Guy
Job title
Contact Centre Manager
Email address
[email protected]
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