Job overview

2 x Part time position on a fixed term contract/secondment opportunity for up to 12 months

Internal applicants who wish to be considered for a secondment opportunity should discuss with their line manager the suitability of a possible secondment

We are looking to recruit motivated and enthusiastic Call Handlers to work within the Integrated Community Teams -Evening and Overnight District Nursing (ENDNS) / Community Nursing Out of Hours Service. If you are caring, strive to deliver a quality and positive customer experience this may be the role for you.   

Ideally, you'll have experience in health care or have worked in a busy call centre where empathy and understanding were part of your role, or you might have life experience that you feel makes you are a great candidate.
The call handling team (Adult physical health) support out of hours community nursing referrals from patients and health care professionals. The call handlers role also supports administration tasks for the service. 

Main duties of the job

You will work as a team to receive telephone referrals, booking and cancelling appointments, processing batch mail, working with our online referrals system as well as several other tasks as required. You will have an excellent telephone manner, putting patients at ease as they ring into the Out of Hours Community Nursing hub. You will be able to work effectively within a small team, but also relate well to the wider clinical teams across the county.

The role is within a busy and dynamic team, you will need to be able to work flexibly, be responsive to change and communicate effectively. We provide a supportive working environment, with regular supervision and appraisals.

We're currently recruiting for a variety of shifts including:
Day/evening Shifts –
Weekdays 16:00 – 20:00
Weekends 08:00 – 16:00 & 16:00-20:00 

The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification

Working for our organisation

We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people’s homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.

Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us.  In the latest staff survey, 61% of colleagues gave us their views.  It was great to hear that:

• 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
• 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
• 81% said that care of patients and service users is the Trust’s priority, compared with an average in comparable NHS Trusts in England of 64%.

 This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement.  However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.