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Call HandlerinGloucesterinGloucesterPUBLISHED MON 2 DEC 2024

Band 3: £24,071 to £25,674 a year Per annum  PERMANENT 
MENTAL HEALTHNHS

Gloucestershire Health and Care NHS Foundation TrustFollow Gloucestershire Health and Care NHS Foundation Trust

Opportunity to make a positive impact on patients' mental health by providing support and assistance during their referrals.
Work within a dynamic and collaborative team environment, enhancing teamwork and communication skills.
Regular supervision and appraisals, allowing for professional development and continuous learning.
Flexibility in working hours, accommodating various schedules and improving work-life balance.
Engagement in a role that emphasizes personalized care, allowing for meaningful conversations and connections with patients.
Exposure to diverse tasks, including handling referrals and appointment management, making the job varied and interesting.
Being part of an organization committed to high-quality care and innovative approaches to health services, enhancing job satisfaction.
Gloucestershire Health and Care NHS Foundation Trust is seeking a motivated Call Handler to join the Mental Health Intermediate Care Team (MHICT) Administration Hub in Gloucester. In this role, you will handle incoming telephone referrals from patients and professionals, manage appointment bookings and cancellations, process batch mail, and utilize the online referral system. The position requires excellent communication skills and the ability to work effectively within a small, dynamic team while also engaging with the wider MHICT team across Gloucestershire.

The Trust emphasises a supportive working environment, providing regular supervision and appraisals, and is committed to delivering personalized care that empowers individuals to lead fulfilling lives. As a Call Handler, you will be pivotal in facilitating patient interactions and supporting the delivery of high-quality mental health services, aligning with the Trust's mission to understand and address what matters to patients.
Opportunity to make a positive impact on patients' mental health by providing support and assistance during their referrals.
Work within a dynamic and collaborative team environment, enhancing teamwork and communication skills.
Regular supervision and appraisals, allowing for professional development and continuous learning.
Flexibility in working hours, accommodating various schedules and improving work-life balance.
Engagement in a role that emphasizes personalized care, allowing for meaningful conversations and connections with patients.
Exposure to diverse tasks, including handling referrals and appointment management, making the job varied and interesting.
Being part of an organization committed to high-quality care and innovative approaches to health services, enhancing job satisfaction.

More about the NHS
The National Health Service (NHS) is a cornerstone of healthcare in the United Kingdom, established in 1948 with the simple yet profound principle of providing healthcare to all citizens, free at the point of use. This revolutionary system aimed to ensure that access to medical services would not depend on an individual’s financial situation, a concept that has since become fundamental to British societal values.Learn more...
More about MENTAL HEALTH
Mental health has emerged as a critical issue in the United Kingdom, particularly in the wake of the COVID-19 pandemic. The crisis highlighted the fragility of mental well-being across different demographics, from children and adolescents to adults and the elderly. It has sparked a wider conversation about the importance of mental health care, accessibility, and the stigmas often associated with mental illnesses.Learn more...
Useful skills for a Call Handler:
To work as a Call Handler in the UK, you'll need a mix of technical and interpersonal skills. Here are some key skills that are important for this role:
1. Communication Skills: Clear and effective verbal communication is essential, as you'll be speaking to customers or clients over the phone. Good listening skills are equally important.
2. Customer Service Orientation: A strong commitment to providing high-quality customer service is crucial. This involves being polite, patient, and empathetic.
3. Problem-Solving Skills: You'll often need to think on your feet to resolve customer issues efficiently and effectively.
4. Organisational Skills: Managing calls, tracking issues, and documenting interactions require strong organisational abilities.
5. Attention to Detail: Accurate information gathering and recording are vital, particularly for handling sensitive information.
6. Technical Proficiency: Familiarity with computer systems, customer relationship management (CRM) software, and telephone systems is often required.
7. Time Management: Being able to handle calls efficiently while managing time effectively is important to meet company targets.
8. Empathy and Patience: Understanding and connecting with customers, especially when they're frustrated, is crucial in providing good service.
9. Resilience: The ability to handle challenging interactions and remain calm under pressure is important.
10. Teamwork: Many call handlers work as part of a team, so the ability to collaborate and support colleagues is beneficial.
11. Flexibility: Being able to adapt to changing situations, such as new procedures or varying call volumes, is valuable.
12. Cultural Awareness: Understanding and respecting cultural differences can enhance communication with diverse customer bases.
 


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