Call Handler

Job summary

An exciting opportunity has arisen for a patient focused Call Handler (Band 3) to join Northumberland Children and Young Peoples Service (CYPS) based at St Georges Park, Morpeth.

This post is full time 37.5hrs per week working shifts 8am to 4pm and 9am to 5pm on rota basis with occasional late clinic cover.

The Call Handler role is extremely busy and you will act as a liaison between the service users and the clinical team to support all service users in receiving a positive, high quality and seamless experience throughout. The postholder provides a telephone call reception service for all enquiries into the service and supports the team by engaging with service users, carers, and professionals to ensure that all calls are dealt with efficiently and signposted appropriately.

The postholder will be required to utilise a high level of sensitivity and professionalism whilst providing call handling duties. The call handler will ensure all calls are responded to in an appropriate time frame and that all clinical information is effectively communicated and documented within the electronic patient records system as per agreed CNTW Trust standards whilst always maintaining confidentiality. The postholder will need to communicate effectively with service users, families, carers, colleagues, and all other Professionals and participate in the continuous development of the service.

Main duties of the job

Post holders must hold the key skills below and demonstrate proven experience in last 12 months of:-

• • A customer/patient 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.
  • You should be 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.
  • Provides assistance to the admin team where capacity allows scanning and uploading to the patient database.
  • Provide agreed levels of support to the service in the absence of other administrative staff.
  • We would like to recruit a Call Handler who is flexible, responsive, motivated, well organised, adaptable and have a keen interest in providing an equitable service.

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.

About us

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.

Details

Date posted

05 November 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£25,760 to £27,476 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

263-CCG26-421-HN

Job locations

St Georges Park Hospital

Morpeth

NE61 2NU

United Kingdom