Job summary
- Main area
- North Community CBU, Northumberland Children and Young Peoples Service (CYPS)
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Part time - 15 hours per week (Shift work: 8am to 4pm, 8:30am to 4:30pm, 9am to 5pm on rota basis. 2 consecutive days)
- Job ref
- 263-CCG25-171-JW
- Employer
- Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
- Employer type
- NHS
- Site
- St Georges Park Hospital
- Town
- Morpeth
- Salary
- £24,625 - £25,674 pro rata per annum
- Salary period
- Yearly
- Closing
- 22/05/2025 23:59
Employer heading
Call Handler
Band 3
Hello!
We are so delighted you are considering coming to work with us at Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust (CNTW).
We know the power of looking into an organisation, one you might want to work in, or one where you are going to get help, and being able to say, ‘I’ve seen somewhere I can fit in and be myself.’ We’re on a journey to make the Trust an inclusive employer, representative of the community we serve and we want more of our community to consider applying for jobs with us.
Opportunities for you
Spanning east to west coasts from Northumberland to Cumbria and from the Scottish Borders down to Middlesbrough we’ve got exciting new opportunities available at every level and in every area.
We offer flexible working, helping work fit around family and caring responsibilities, or training and development needs and there’s lots on offer in the way of benefits, such as, lease cars, childcare schemes, staff discounts, season tickets for travel and a cycle to work scheme. All this in a vibrant workplace supported by the following staff networks.
- Cultural diversity staff network
- Disabled staff network
- LGBT+ staff network
We also have a number of staff support groups which are open to any staff to attend. These Include:
- Armed Forces and Veterans Staff Association
- Mind, Health and Wellbeing Community
- Menopause toolkit and cafes and staff carer support group
We offer fantastic personal development opportunities through our Collective Leadership Programme and other Organisational Development initiatives. Whatever you are looking for, you will be joining a supportive, friendly team, offering varied and interesting roles, with opportunities for career progression.
Always improving
CNTW is regulated by the national healthcare regulator, the Care Quality Commission (CQC). Our last two inspections have rated us as an outstanding organisation. We’re always seeking to improve as an organisation. Do you want to be part of that?
Please note that it is a requirement of this Trust that all external applicants pay for their own DBS certification if a DBS check is required for the post. The method of payment is a salary deduction from your first monthly pay
Job overview
An exciting opportunity has arisen for a Call Handler (Band 3) with effective interpersonal and communication skills to join Northumberland Children and Young Peoples Service (CYPS) based at St Georges Park.
This post working will be shifts 8am to 4pm, 8:30am to 4:30pm, 9am to 5pm on rota basis. 2 consecutive days - these days will either be Monday & Tuesday or Thursday & Friday.
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 environment.
Main duties of the job
Post holders must hold the key skills below and demonstrate proven experience in last 12 months of:-
- Experience in a customer/patient and service user focused environment.
- Excellent communication and interpersonal skills.
- Excellent fast, accurate keyboard skills are an essential component due to the fast pace of this role.
- A good understanding of inputting accurate information into a database
- Proven experience and knowledge of Microsoft Word/Office packages and email communication.
- Good 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 in order to meet the needs of the service.
- Facilitates excellent customer service, in person and on the telephone, following guidance and procedures delivered through in-house training.
- Provides assistance to the admin team where capacity allows scanning and uploading to the patient database.
The post holder will be able to demonstrate the ability to deal with possible exposure to highly distressing or highly emotional circumstances and will be expected to participate on all relevant training courses appropriate to the role.
Working for our organisation
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.
Detailed job description and main responsibilities
Please find attached job description for full details.
Advertising date : 8th May 2025
Closing date : 22nd May 2025
We welcome your application.
Please note - This vacancy may close earlier than the stated closing date should a suitable number of applications be received.
Person specification
Qualifications
Essential criteria
- Good general level of education to O-Level/ GCSE or equivalent in English Language
- NVQ 3 in Care, Customer Care or Business Administration or relevant experience
Knowledge and Experience
Essential criteria
- Working knowledge of Microsoft applications including e-mail communication
- Good working knowledge of office procedures
- Previous administrative experience
- Able to prioritise and plan own workload
- Ability to work under pressure and meet targets
Desirable criteria
- Experience of working with electronic filing systems
Skills and Competencies
Essential criteria
- Excellent communication and interpersonal skills, both verbal and written
- Good organisational and planning skills
- Flexible attitude to cope with fluctuating workloads and the occasional requirement to cover other areas in cases of staff absence
- Have excellent customer service skills and confident telephone manner
Desirable criteria
- Previous experience of call handling role
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Deborah Rutter
- Job title
- Admin Manager
- Email address
- [email protected]
- Telephone number
- 07813396405
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