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Call handler

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Cumbria, Northumberland, Tyne and Wear NHS...

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Location:
United Kingdom , Newcastle upon Tyne

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

24937.00 - 26598.00 GBP / Year
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Job Description:

An exciting opportunity has arisen for a patient focused Call Handler to work within the Newcastle & Gateshead ADHD and Autism Service based at St Nicholas Hospital. The Call Handler role is extremely busy and 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.

Job Responsibility:

  • Provide a telephone call reception service for all enquiries and referrals into the service
  • Support the team by engaging with service users, carers, and professionals to ensure that all calls are dealt with efficiently and signposted appropriately
  • Ensure all calls are responded to in an appropriate time frame
  • Ensure all clinical information is effectively communicated and documented within the electronic patient records system as per agreed CNTW Trust standards whilst always maintaining confidentiality
  • Communicate effectively with service users, carers, colleagues, and all other Professionals
  • Participate in the continuous development of the service
  • Provide agreed levels of support to the service to maintain cover in the absence of other administrative staff

Requirements:

  • Word-processing skills at Level 3 (OCR/RSA Level 3)
  • General level of education to O-Level/ GCSE or equivalent
  • NVQ 3 in Care, Customer Care or Business Administration
  • Good communication skills, showing a caring and compassionate attitude
  • Experience of customer services
  • Have excellent customer service skills and confident telephone manner
  • Working knowledge of Microsoft applications, including e-mail communication
  • Good working knowledge of office procedures
  • Previous secretarial/clerical experience
  • Able to prioritise and plan own workload
  • Ability to work under pressure and meet targets
  • Experience of working with medical records filing systems
  • 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

Nice to have:

  • Experience of working within a call handling area
  • Able to work as part of a team
  • Knowledge and experience of different IT systems
  • Experience with working with people with mental health issues

Additional Information:

Job Posted:
January 31, 2026

Expiration:
February 12, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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