AddressJob Description
Brook Street are looking for NHS Call Handlers to start ASAP based in Norwich
Hours: Full-time, 37.5 hours per week
Base: Hellesdon
About Us: Brook Street is working with a client who is a the forefront of providing essential non-emergency call handling services. As part of the their Contact Centre, they operate 24/7 to ensure efficient and accurate assistance to callers, including Patient Transport Eligibility Screening, Telephone Answering for Doctors Line, and Message Handling for Community Nursing and Midwifery Services.
Job Summary: We are seeking a dedicated Call Handler to join their team. As a Call Advisor, you will be the first point of contact for operational calls received in their contact centre. Your primary responsibility will be to provide precise assistance to callers, utilising appropriate software and triaging tools. Additionally, you will liaise with healthcare professionals, emergency services, and community organisations as needed.
Key Responsibilities:
- Receive and record a variety of calls, including those from hospital staff, healthcare professionals, and emergency services.
- Provide accurate advice to callers following clinical triage protocols and procedures.
- Ensure factual and precise recording of all call details, adhering to established procedures.
- Utilise ICT systems effectively and report any system failures promptly.
- Adapt communication methods to suit the needs of callers, particularly in stressful situations.
- Manage highly emotional or challenging callers with professionalism and empathy.
- Identify and report any concerns regarding client welfare or vulnerable individuals.
- Collaborate with clinicians to refer patients to appropriate care pathways.
- Maintain confidentiality and adhere to data protection policies.
Qualifications and Experience:
- GCSE English and Maths grade D or above.
- Proficient in using Windows applications and keyboard skills.
- Minimum 6 months experience in customer service, preferably in a clinical or healthcare setting but not essential
- Excellent verbal communication skills and good geographical knowledge of Norfolk & Suffolk.
Personal Attributes:
- Calm, assertive, and approachable demeanour.
- Ability to remain organised and focused under pressure.
- Strong attention to detail and ability to multitask effectively.
Other Requirements:
- Enhanced DBS (CRB) clearance.
- Strict adherence to eligibility and confidentiality protocols.
- Previous experience with a Quality Management System is advantageous.
Salary:-
Day Shift Mon - Sun is £11.45 per hour
Overtime on Mon - Sun after 37.5 hours is £17.18 per hour
Public/ Bank Holiday hours are £22.90 per hour
Nights and Saturday unsociable hours are £16.14 per hour
Sunday unsociable hours are £20.95 per hour
How to Apply: If you are passionate about providing essential support to callers in need and meet the requirements outlined above, we would love to hear from you. Please note all applicants must be fully flexible to work a variety of shifts based on a 37.5 hour shift pattern. Contact email is
Closing date for applications is 4th March 2024
