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Job summary

Main area
Administration
Grade
NHS AfC: Band 2
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
432-HR514-26
Employer
East Suffolk and North Essex NHS Foundation Trust
Employer type
NHS
Site
Kennedy House
Town
Clacton-On-Sea
Salary
£25,272 Per annum
Salary period
Yearly
Closing
19/07/2026 23:59
Interview date
27/07/2026

Employer heading

East Suffolk and North Essex NHS Foundation Trust logo

Contact Centre Call Handler

NHS AfC: Band 2

We are one of the largest NHS organisation in England. Our scale provides exciting opportunities for development, innovation, research, education and training.

Talk to us about our range of flexible working opportunities, apprenticeships and staff benefits

Equality Diversity and Inclusion (EDI) is at the heart of all we do; and it forms part of  ESNEFT’s core activities. The Trust operates and relies on everyone treating each other with dignity and respect, to receive equitable and fair treatment in the implementation of Policies, Procedures and in its Practices, to foster positive work relationships, and finally to act with integrity as a professional within ESNEFT as well as a representative of the NHS as a whole.  The EDI Agenda reflects the Trust values such as Optimistic, Appreciative and Kind. In line with the NHS Long Term Plan, People Plan, People Promise and a Model Employer intrinsic in the Equality Diversity and Inclusion Agenda, we consistently strive to improve, to take the learning into Action for a better ESNEFT.

If you are passionate about patient care and want to develop your skills and knowledge then we are keen to hear from you.

 

Job overview

An exciting opportunity has arisen for enthusiastic and motivated individual to join our Community Gateway contact centre; the central point of call for all Northeast Essex Community Services.

Community Gateway is currently open 8-8pm, 7 days per week. The team work on a rota basis, offering flexibility across a range of shift times including: 

8-4pm

9-5pm

10-6pm

12-8pm


You will need to have an excellent telephone manner and work well under pressure.

You will also need to be able to offer a flexible working approach and be able to cover hours when required.

Interview date: 27th July 2026

 

Main duties of the job

Taking calls from patients, families, carers, GP’s, hospitals, 111 and other professionals.
Manage the requests of patients and professionals by accessing the Gateway and managing the outcome e.g. confirming appointments, referral has been received etc, signposting or passing on information to relevant associated teams.
The role will also include admin duties, managing referrals from professionals, registering and logging the data to relevant IT data bases and Microsoft systems, as well as using various media channels including email, MS Teams and phone calls.
To ensure a high standard of administrative service is consistently delivered by undertaking all required tasks and activities on a daily basis.

Working for our organisation

We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients’ own homes. 

We are one of the largest NHS organisations in England, employing more than 12,000 staff. 

We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options. 

Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services. 

Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.   

We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what’s widely regarded as the world’s best EPR system to ESNEFT, transforming life in hospital for staff and patients. 

If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.   

Find out about living and working here - www.youtube.com/watch?v=GkPu7HphU8A 

Detailed job description and main responsibilities

For full details of the responsibilities and duties of this role please see the attached job description

Person specification

Experience

Essential criteria
  • Excellent numeracy/literacy skills
  • Excellent IT skills
Desirable criteria
  • Previous Customer Service Experience.
  • Knowledge of SystmOne.
  • Knowledge of Care Flow.
  • Knowledge of Evolve.
  • Previous Call Centre experience

Qualifications

Essential criteria
  • GCSE in English and Maths

Knowledge

Essential criteria
  • Confidentiality and Data Protection
  • Customer service
Desirable criteria
  • Understanding and knowledge of patient needs within the NHS.

Employer certification / accreditation badges

No smoking policyMenopause Friendly EmployerPositive about disabled peopleAge positiveArmed Forces Covenant Gold AwardMindful employer.  Being positive about mental health.NHS Pastoral CareDisability confident committedStonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Step into healthHappy to Talk Flexible Working

Documents to download

Apply online now

Further details / informal visits contact

Name
Laura Brigden
Job title
Supervisor
Email address
[email protected]
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