• Job Description

  Req#: C9328-25-0576?language=en&page=192&sort=publicationDateDesc

  Job summary

  37.5 Hours per week Full Time Permanent

  The post will be based within the Single Point of Access in Middlesbrough; operational hours are between 08:00 hours - 20:00 hours7 days per week 365 days a year with flexibility to meet service need, shifts will be rostered during these times.

  We are looking for a skilled Call Handler to work in a busy Call Centre taking referrals from multi-agencies forming part of the Single point of access integrated call handling team.

  The Single Point of Access is a rapidly developing integrated service, that aims to play a key role in the provision of access to community services across the area.

  In the role of Integrated Call Handler, you will possess excellent communication and interpersonal skills and be able to demonstrate the ability to work in a busy call centre dealing with people with varying needs across a number of pathways.

  The service is continually progressing, and will be pivotal in providing access, advice, guidance and assessment to health and social care services, with a view to reducing the dependency on acute services and providing our patients the best opportunity to be cared for in their own home. This job brings a real opportunity for an individual to get involved and be part of this ever-developing service.

  If you possess innovation, dynamism and drive and are passionate about ensuring individuals health and social care needs are met this could be the challenge you are looking for.

  Main duties of the job

  The post holder will act as a call handler for community services ensuring effective and efficient handling and processing of all referrals and queries by use of telephone and electronic systems, following the appropriate referral processes. You will be expected to control and take charge of all calls managing them in a calm professional manner and treating all those you deal with dignity and respect.

  The post holder will be expected to deliver an effective, efficient, and professional telephone-based customer service, working collaboratively with all SPA stakeholders. The post holder will provide a first point of contact for referrers to access a range of community services, assisting the delivery of clinical services across Middlesbrough and Redcar & Cleveland.

  You must be able to demonstrate that you possess significant IT and communication skills and experience and be able to liaise with patients and other agencies to triage calls in a timely manner to escalate these to caseload holders to ensure patients receive the best possible care.

  South Tees Single Point of Access aims to deliver a service where professionals can access community health and social care services, ensuring that our patients receive the right care, at the right time, in the right place.

  Please note that this vacancy will close when we receive sufficient completed applications.

  About us

  South Tees Hospitals NHS Foundation Trust offers leadership and improvement training to all new staff. This training programme has been designed to support our staff in developing their understanding of leadership and management skills. You will be expected to attend the following training sessions:o Your Leadership Impacto Service Improvement for Beginners

  After you complete these one and a half days of training, you will be able to explore further leadership and improvement training opportunities. We also offer a range of additional in-house courses and bitesize programmes through our Leadership and Improvement Team

  Details

  Date posted

  20 May 2025

  Pay scheme

  Agenda for change

  Band

  Band 2

  Salary

  £24,169 a year per annum

  Contract

  Permanent

  Working pattern

  Full-time

  Reference number

  328-FCS-6625982-B

  Job locations

  The Single Point of Access

  Daisy Lane, Ormesby

  Middlesbrough

  TS7 9JF

  
  

  Job description

  Job responsibilities

  Please see the full job description and person specification document(s) for main responsibilities of the role.

  Job description

  Job responsibilities

  Please see the full job description and person specification document(s) for main responsibilities of the role.

  Person Specification

  Qualifications & Training

  Essential

  • NVQ 2 in business / Admin and / or Customer Care (or equivalent) or equivalent experience
  • Maths / English Level 1 or equivalent qualification or experience
  • Computer skills, i.e. Microsoft packages

  Skills / Knowledge

  Essential

  • Working knowledge of patient based information systems
  • Knowledge and skills in providing an effective customer service and dealing with members of public and health and social care professionals
  • Excellent interpersonal skills including an ability to empathise & use assertiveness skills appropriately
  • Working knowledge of patient-based information systems
  • Ability to work independently and as a member of a team.
  • Ability to escalate problems / enquiries as necessary

  Experience

  Essential

  • Recent experience of working in a customer focused environment
  • Knowledge and application of handling confidential and sensitive information.
  • Experience of a variety of computer systems.

  Desirable

  • Health or social care experience

  Person Specification

  Qualifications & Training

  Essential

  • NVQ 2 in business / Admin and / or Customer Care (or equivalent) or equivalent experience
  • Maths / English Level 1 or equivalent qualification or experience
  • Computer skills, i.e. Microsoft packages

  Skills / Knowledge

  Essential

  • Working knowledge of patient based information systems
  • Knowledge and skills in providing an effective customer service and dealing with members of public and health and social care professionals
  • Excellent interpersonal skills including an ability to empathise & use assertiveness skills appropriately
  • Working knowledge of patient-based information systems
  • Ability to work independently and as a member of a team.
  • Ability to escalate problems / enquiries as necessary

  Experience

  Essential

  • Recent experience of working in a customer focused environment
  • Knowledge and application of handling confidential and sensitive information.
  • Experience of a variety of computer systems.

  Desirable

  • Health or social care experience

  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

  South Tees Hospitals NHS Foundation Trust

  Address

  The Single Point of Access

  Daisy Lane, Ormesby

  Middlesbrough

  TS7 9JF

  
  

  Employer's website

  https://www.southtees.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  South Tees Hospitals NHS Foundation Trust

  Address

  The Single Point of Access

  Daisy Lane, Ormesby

  Middlesbrough

  TS7 9JF

  
  

  Employer's website

  https://www.southtees.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.

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