Call Handler

7 months ago

Sunderland, United Kingdom Sunderland Care and Support Full time

**Job Title** - Call Handler
- Single Point of Access

**Company Role Profile**:OS1

**Grade: 2**

**Responsible to**:

- Team Leader/ Service Manager/Business Manager

**Purpose of Role**

As part of Recovery at Home, Single Point of Access Service to:

- Provide a comprehensive, efficient, effective and responsive enquiry service to customers.
- Ensure that all customer contacts are handled in an appropriate way and demonstrate excellent customer service
- Resolve customer enquiries with the aim of satisfying customers and triaging customers to an appropriate outcome
- Meet the agreed service standards of the service.

**Scope**

Sunderland Care and Support provides a wide range of social care services, including:

- Sunderland Telecare
- Farmborough Intermediate Care Centre
- Recovery at Home Service
- Community Equipment Service
- Home Improvement Agency (including Handyperson Services)
- Community Resource Centres
- Short-break and Respite Services: 1 for children and their families, 2 for adults with learning disabilities and physical disability
- Supported Living Schemes
- Registered Residential Services
- Support Time and Recovery and Outreach Services
- Sunderland Shared Lives

**Values**

The post holder will:

- Commit to the vision, core values and objectives of Sunderland Care and Support
- Aspire to adopt the Skills for Care Code of Conduct for Healthcare Support Workers and Adult Social Care Workers?

**Sunderland Care and Support Mission Statement**

‘To _be a trusted provider in the delivering of high quality customer focused social and health care services’_

**Sunderland Care and Support Core Values**

**Primary Value**

The needs of the Customer come first

**Core Values**
- **Excellence
- **Deliver the best outcomes and highest quality service through the dedicated effort of every team member.
- **Teamwork
- **Value the contributions of all, blending the skills of individual staff members in partnership and collaboration.
- **A good place to work
- **enjoying our role each day through enhancing the lives of those we serve, through the creative ideas and the unique talents of each employee.
- **Excellenc**e
- Deliver the best outcomes and highest quality service through the dedicated effort of every team member.
- **Teamwork**:

- Value the contributions of all, blending the skills of individual staff members in partnership and collaboration.
- **A good place to work**:

- Enjoying our role each day through enhancing the lives of those we serve, through the creative ideas and the unique talents of each employee

All employees of Sunderland Care and Support are expected to embrace the following principles that underpin the care and support they provide in the job role wherever it takes place:

- **Care**:

- Our core business and the care we deliver helps the individual customer and improves the health of the whole community. Caring defines us and our work. Customers receiving care expect it to be right for them, consistently, throughout every stage of their life.
- **Compassion**:

- How care is given through relationships based on empathy, respect and dignity - it can also be described as intelligent kindness, and is central to how people perceive their care
- **Competence** - Means all employees must have the ability to understand a customer’s health and social needs and the expertise, clinical and technical knowledge to deliver effective care and support.
- **Communication** - Central to successful caring relationships and to effective team working. Listening is as important is the key to a good workplace with benefits for those in our care and employees alike.
- **Courage**:

- Enables us to do the right thing for the people we care for, to speak up when we have concerns and to have the personal strength and vision to innovate and to embrace new ways of working.
- **Commitment** All employees of Sunderland Care and Support commit to improve the care and experience of our customers, to take action to make the company’s mission statement and value a reality for all

Sunderland Care and Support has also adopted t**he Skills for Care Workplace Principles **and expects every employee of the company to aspire to these key principles:

- Being accountable.
- Making a difference.
- Focusing on detail.
- Delivering quality.
- Being completely honest.
- Keeping promises.
- Being reliable.
- Being positive.
- Meeting deadlines.
- Helping others. Showing tolerance
- Being a great team member.
- Respecting company policy and rules, and respecting others.

**NB: This is not a comprehensive list of all duties and responsibilities but provides examples of the duties expected of the post holder**

**1.** **Planning**

1.1. To take and action all incoming calls into the Single Point of Access, using various communication networks, ranging from PNC / telephone and taking the appropriate actions To provide a comprehensive, efficient, effective and responsive enquiry service to customers.

1.2. T

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