This job is now closed
Job Description
- Req#: C9225-25-0153?language=en&page=471&sort=publicationDateDesc
- 5 A-C GCSEs or equivalent and/or NVQ level 2.
- Demonstrable IT competence gained through experience.
- Administration or secretarial experience.
- Experience with working in a NHS environment.
- Flexible and adaptable approach to working.
- Ability to work effectively as part of a busy team.
- Ability to use own initiative.
- Ability to travel across a number of sites
- 5 A-C GCSEs or equivalent and/or NVQ level 2.
- Demonstrable IT competence gained through experience.
- Administration or secretarial experience.
- Experience with working in a NHS environment.
- Flexible and adaptable approach to working.
- Ability to work effectively as part of a busy team.
- Ability to use own initiative.
- Ability to travel across a number of sites
Job summary
We are looking to recruit a Call Operator to work within our Call Handling Centre based at the Science Park who will receive and respond to incoming calls from hospitals, GP's, health professionals and patients.
You will be expected to promote a professional attitude offering an efficient and confidential service and will be liaising with a wide range of clinical staff over the telephone, face to face and via mail.
You will have excellent communication skills and a flexible approach to working as part of a team focused on ensuring the needs of patients and referrers are met.
The role involves referencing of, a number of electronic systems and you will demonstrate a high level of accuracy and attention to detail to ensure data quality standards are adhered to. Familiarity and experience of windows software packages is essential to the role.
Shifts will be on a rotational basis 24 hours per day, including weekends and bank holidays.
Main duties of the job
The post holder provides a comprehensive, effective, accurate and timely service to GP's, hospital staff and other healthcare professionals, patients and their representatives.
The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail. The post holder will provide a high quality experience ensuring the correct information is provided in the most efficient and effective way.
The post holder will work to high standards of customer service and be sensitive to the needs of each individual, responding to a wide range of needs, to ensure service user satisfaction.
About us
The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We're passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients.
We are delighted that we have been rated as "Good" by CQC. We have achievednumerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.
The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.
Date posted
29 April 2025
Pay scheme
Agenda for change
Band
Band 2
Salary
£24,169 a year pro rata per annum
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
225-DIV3-6991722
Job locations
Technology Centre, University of Wolverhampton Science Park
Glashier Drive
Wolverhampton
WV10 9RU
Job descriptionJob description
Job responsibilities
To provide efficient and confidential support by delivering a comprehensive, high quality and accurate calls coordination service.
To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude
Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards.
To respond to incoming calls without delay
To receive, respond to and maintain evidence of all enquiries.
To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.
To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand.
To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed.
To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.
To communicate patient appointments and information in a timely and agreed manner.
To collate and circulate scheduled daily reports and any ad hoc reports as requested.
To be directly involved in any service developments eg on-going development of the referral centre, patient pathways and IT solutions.
To support new staff within the team as part of the induction process.
To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Coordinator, Team Leaders and / or Service Support Manager.
Job responsibilities
To provide efficient and confidential support by delivering a comprehensive, high quality and accurate calls coordination service.
To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude
Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards.
To respond to incoming calls without delay
To receive, respond to and maintain evidence of all enquiries.
To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.
To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand.
To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed.
To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.
To communicate patient appointments and information in a timely and agreed manner.
To collate and circulate scheduled daily reports and any ad hoc reports as requested.
To be directly involved in any service developments eg on-going development of the referral centre, patient pathways and IT solutions.
To support new staff within the team as part of the induction process.
To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Coordinator, Team Leaders and / or Service Support Manager.
Person SpecificationPerson Specification
Qualifications and Experience
Essential
Desirable
Skills and Other
Essential
Qualifications and Experience
Essential
Desirable
Skills and Other
Essential
Additional informationDisclosure 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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
The Royal Wolverhampton NHS Trust
Address
Technology Centre, University of Wolverhampton Science Park
Glashier Drive
Wolverhampton
WV10 9RU
Employer's website
Employer details
Employer name
The Royal Wolverhampton NHS Trust
Address
Technology Centre, University of Wolverhampton Science Park
Glashier Drive
Wolverhampton
WV10 9RU
Employer's website
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.