Call Handler

  • Job Reference: 00000740-1
  • Date Posted: 4 May 2022
  • Recruiter: IM Jobs
  • Location: Newmarket, Suffolk
  • Salary: £18,546 to £19,918
  • Sector: Administration
  • Job Type: Permanent

Job Description

 

Call Handler

Band 2

Main area
Outpatients
Grade
Band 2
Contract
Permanent: Full Time/Part Time
Hours
  • Full time
  • Part time
37.5 hours per week (Part Time Considered)
Job ref
180-B-220463-RE1
Employer
Cambridge University Hospitals NHS Foundation Trust
Employer type
NHS
Site
Westbrooke House
Town
Newmarket
Salary
£18,546 - £19,918 p.a pro rata
Salary period
Yearly
Closing
29/05/2022 23:59

 

Job overview

 

We are looking for full time and part time staff to contribute to the Outpatients, a professional Call handling service giving administrative and clerical support as appropriate to Trust users including patients, relatives and colleagues.

 

Main duties of the job

 

Receive and respond to straightforward telephone calls internal and external in a calm, professional, courteous and timely manner; forward complex queries to the appropriate department/person.   Applying  appropriate communication methods using a range of verbal and non-verbal skills effectively and professionally answering calls and treating everyone (patients, relatives, colleagues and Trust Staff) in a friendly and courteous manner presenting a good image of yourself through your attitude, behaviour and approach.

 

Working for our organisation

 

Our Trust

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 11000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.

 

Detailed job description and main responsibilities

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

This vacancy will close on: 29th May 2022 - Midnight

Interviews are due to be held on 7th June 2022.

Benefits to you

We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.

Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.

We welcome applications from the Armed Forces.

Person specification

Qualifications

Essential criteria
  • Numerate and literate Educated to GCSE level or equivalent
Desirable criteria
  • Educated to GCSE level A-C or equivalent

Experience

Essential criteria
  • Planning and organising straightforward tasks Working within agreed guidelines to set timescales Experience of using IT packages
Desirable criteria
  • Experience of working in an office environment or reception Experience of customer service or dealing with the public Previous experience of working in the NHS Previous experience of working with medical records Experience of call handling

Knowledge

Essential criteria
  • Ability to work as part of a team Good communication skills including telephone, email, face to face Ability to follow processes and procedures Ability to manage time working to schedule and timescales
Desirable criteria
  • Understanding of filing/library systems Basic knowledge of the Trust

Skills

Essential criteria
  • Ability to work as part of a team Good communication skills including telephone, email, face to face Ability to follow processes and procedures Ability to manage time working to schedule and timescales Basic IT skills – ability to use Microsoft Office Outlook Good organisational skills Willing to take on/learn new skills Ability to show attention to detail Ability to adapt to change Ability to work under pressure Ability to store and safeguard confidential documents Basic IT skills – ability to use Microsoft Office Outlook Good organisational skills Willing to take on/learn new skills Ability to show attention to detail Ability to adapt to change Ability to work under pressure Ability to store and safeguard confidential documents

Additional Requirements

Essential criteria
  • The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent. Willingness to work anywhere within the Trust and to travel, on occasions, within the region and nationally