Job summary 1 x Fixed Term contract/secondment opportunity for up to 11 months Internal applicants who wish to be considered for a secondment opportunity should discuss with their line manager the suitability of a possible secondment We are looking to recruit a motivated and enthusiastic Call Handler to work within our NHS Gloucestershire Talking Therapies Administration Hub on a fixed term basis to cover a secondment. The Administration Hub manages incoming referrals from patients and professionals, as well as supporting the wider NHS Gloucestershire Talking Therapies team with administration tasks. Main duties of the job You will work as a team to receive telephone referrals, booking and cancelling appointments, processing batch mail, working with our online referrals system as well as a number of other roles within the hub as required. You will have an excellent telephone manner, putting patients at ease as they ring into the Administration Hub. You will be able to work effectively within a small team, but also relate well to the wider NHS Gloucestershire Talking Therapies team across the county. The role is within a busy and dynamic team, you will need to be able to work flexibly, be responsive to change and communicate effectively. We provide a supportive working environment, with regular supervision and appraisals. The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification. About us We have in excess of 5000 staff working over 50 sites, providing a diverse range of services. We strive to support an organisational culture that is welcoming, builds and celebrates inclusivity and diversity and provides a sense of belonging and trust. The annual NHS Staff Surveygives our people the opportunity to tell us about their experience working at the Trust. For the 2023 survey just over 2800 colleagues gave us their views (58.5%). It was great to see from the results that colleagues are saying that: 89.7% believe they are making a positive difference to patients/service users; 73.3% would recommend the organisation as a place to work; 82.4% agree that care of patients and service users is the organisations priority; 76.7% would be happy with the standard of care for a friend or relative Our results put us as 5th nationally as a Community, Mental Health and Learning Disabilities NHS Employer of Choice and 1st equal amongst all NHS Provider Trusts in the South West. However, we know we have more to do and will continue to drive forward our commitment to making GHC a Great Place to Work. Date posted 23 January 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year Per annum Contract Fixed term Duration 11 months Working pattern Full-time Reference number 327-25-052 Job locations Eastgate House 121-131 Eastgate Street Gloucester GL1 1PX Job description Job responsibilities Communicating effectively with a wide range of people including colleagues, Managers and members of the public, ensuring at all times that a professional approach is presented. Transferring internal and external calls, faces, mail and e-mails and taking messages, ensuring that all issues are actioned or passed on and followed up in a timely manner. Using Microsoft office applications such as Microsoft Word for word processing. Actively participating in team meetings and discussions with colleagues and manager to make constructive suggestions as to how services could be improved within own work area, and implementing such changes with guidance from line manager. As far as possible within own role, ensure a professional, proactive service is provided to customers, including helping as far as possible with the absence of colleagues to deal with enquires and avoid potential problems. Ensuring that all departmental spreadsheets and Information Systems are accurate and kept up to date. Prioritise own workload, organising work to meet priorities and highlighting to appropriate colleagues when potential problems may occur. Keep all files, systems and paperwork up to date in line with departmental procedures, highlighting any difficulties or potential issues to line manager. Ensure all paperwork is filed or shredded promptly and securely. Carrying out general administrative tasks for the department to agreed standards and timescales, eg photocopying, sending out correspondence and documents etc. Oder office stationary as necessary Undertake other support functions as requested by the Administration Officer/ MHICT Administration Hub Operational Manager. Acts in ways that; support equality and value diversity. Treat everyone with whom you come in contact with dignity and respect and recognise and report behaviour that undermines equality and diversity. Job description Job responsibilities Communicating effectively with a wide range of people including colleagues, Managers and members of the public, ensuring at all times that a professional approach is presented. Transferring internal and external calls, faces, mail and e-mails and taking messages, ensuring that all issues are actioned or passed on and followed up in a timely manner. Using Microsoft office applications such as Microsoft Word for word processing. Actively participating in team meetings and discussions with colleagues and manager to make constructive suggestions as to how services could be improved within own work area, and implementing such changes with guidance from line manager. As far as possible within own role, ensure a professional, proactive service is provided to customers, including helping as far as possible with the absence of colleagues to deal with enquires and avoid potential problems. Ensuring that all departmental spreadsheets and Information Systems are accurate and kept up to date. Prioritise own workload, organising work to meet priorities and highlighting to appropriate colleagues when potential problems may occur. Keep all files, systems and paperwork up to date in line with departmental procedures, highlighting any difficulties or potential issues to line manager. Ensure all paperwork is filed or shredded promptly and securely. Carrying out general administrative tasks for the department to agreed standards and timescales, eg photocopying, sending out correspondence and documents etc. Oder office stationary as necessary Undertake other support functions as requested by the Administration Officer/ MHICT Administration Hub Operational Manager. Acts in ways that; support equality and value diversity. Treat everyone with whom you come in contact with dignity and respect and recognise and report behaviour that undermines equality and diversity. Person Specification Qualifications Essential GCSE or equivalent Good IT skills Desirable European Computer Driving License (ECDL) or equivalent NVQ Level 2 in administration or equivalent experience Experience Essential Experience of working within a busy administrative office environment Experience of using software packages, such as Microsoft Office (Word, Excel, Outlook) Personal Attributes Essential Excellent interpersonal skills Ability to work effectively as part of a team Willing to learn new skills and embrace modernisation Person Specification Qualifications Essential GCSE or equivalent Good IT skills Desirable European Computer Driving License (ECDL) or equivalent NVQ Level 2 in administration or equivalent experience Experience Essential Experience of working within a busy administrative office environment Experience of using software packages, such as Microsoft Office (Word, Excel, Outlook) Personal Attributes Essential Excellent interpersonal skills Ability to work effectively as part of a team Willing to learn new skills and embrace modernisation Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Gloucestershire Health and Care NHS Foundation Trust Address Eastgate House 121-131 Eastgate Street Gloucester GL1 1PX Employer's website https://www.ghc.nhs.uk/who-we-are/jobs/ (Opens in a new tab)