NHS
Kent and Medway Mental Health NHS Trust Crisis Line Call Handler
This job is now closed
Job Description
- Req#: C9380-25-0907?language=en&page=195&sort=publicationDateDesc
- GCSEs x 5 (Grade A-C) or equivalent
- Level 3 Qualification (NVQ 3 or equivalent)
- Self-motivated and able to work under own initiative
- Customer Care
- Excellent verbal, interpersonal and written communication skills.
- Professional/lived experience of working with individuals with mental health difficulties
- Work with electronic systems
- Contact / call centre experience
- NHS experience
- GCSEs x 5 (Grade A-C) or equivalent
- Level 3 Qualification (NVQ 3 or equivalent)
- Self-motivated and able to work under own initiative
- Customer Care
- Excellent verbal, interpersonal and written communication skills.
- Professional/lived experience of working with individuals with mental health difficulties
- Work with electronic systems
- Contact / call centre experience
- NHS experience
Job summary
We are Kent and Medway Mental Health NHS Trust, providing mental health, learning disability and specialist services, serving 1.8 million people across the county.
Are you looking for a new and exciting opportunity? Are you an exceptional candidate who wants to be part of an innovative and evolving service?
The Kent & Medway Mental Health Crisis Line is expanding and it's an exciting time to join us. The service provides a mental health crisis line, offering urgent mental health help and support over the phone to members of the public who are not currently receiving care and treatment from KMPT services. It also provides a referral management function for professionals. This is a critical role within the organisation as the first point of contact for those contacting secondary mental health care.
We operate 24/7 and staff are required to work across a full roster period, including early, late and night shifts. We can offer roles on both a full and part time basis.
The primary team base is at Eastern and Coastal Area Offices on the St Martins Hospital site in Canterbury. After an initial office-based induction period, there is some flexibility to work from home on an agile basis, for up to two shifts per week for full time staff.
Main duties of the job
As a call handler within our service, you will be the first person that callers speak to, so excellent communication and customer service skills are essential. You will be responsible for undertaking initial screening of callers, using defined processes, to offer advice, reassurance, or signposting. You will be supported by a qualified mental health clinician.
Our contact centre-based service utilises an online telephone system, so applicants must be confident computer users. You will also be required to enter details into our clinical systems promptly. All staff receive a comprehensive induction when they join the service, supporting you to develop skills appropriate to your new role.
About us
We are the Kent and Medway Mental Health NHS Trust. We care for the mental health and wellbeing of people across Kent and Medway. Our teams support adults with a wide range of mental health needs. Because we cover the whole county and both hospital and community settings, we can make care more joined up and easier to access for the 1.8 million people of Kent and Medway. Rated 'Good' by the CQC, we care for over 2,000 people in our hospitals and 54,000 in the community each year.
Our vision is simple: We are here to help communities not just live with mental illness, but live well. It's why we're passionate about working with communities to make mental health care better for everyone. And everything we do is guided by our values caring, inclusive, curious and confident.
Join us - if you share our passion for better mental health care and want to be part of a team that's doing well together.
Please refer to the attached job description for the full details on the responsibilities and person specification
Details
Date posted
29 December 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,937 to £26,598 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
380-WK0335-A
Job locations
Eastern & Coastal Area Office, Canterbury
Littlebourne Road
Canterbury
CT1 1AZ
Job descriptionJob description
Job responsibilities
Please see the attached job description for full details of the main duties and responsibilities of the role.
Job responsibilities
Please see the attached job description for full details of the main duties and responsibilities of the role.
Person SpecificationPerson Specification
Training, Qualifications and Registration
Essential
Knowledge and Skills
Essential
Experience
Essential
Desirable
Training, Qualifications and Registration
Essential
Knowledge and Skills
Essential
Experience
Essential
Desirable
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.
Employer details
Employer name
Kent and Medway Mental Health NHS Trust
Address
Eastern & Coastal Area Office, Canterbury
Littlebourne Road
Canterbury
CT1 1AZ
Employer's website
https://www.kentmedwaymentalhealth.nhs.uk (Opens in a new tab)
Employer details
Employer name
Kent and Medway Mental Health NHS Trust
Address
Eastern & Coastal Area Office, Canterbury
Littlebourne Road
Canterbury
CT1 1AZ
Employer's website
https://www.kentmedwaymentalhealth.nhs.uk (Opens in a new tab)
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.
Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.
Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.
An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.