Call Handler
2 weeks ago
About the Role
We are seeking a highly skilled and compassionate Call Handler to join our team at Cumbria, Northumberland, Tyne and Wear (CNTW) NHS Foundation Trust. As a Call Handler, you will play a vital role in providing exceptional customer service to patients and their families, ensuring that they receive a positive and seamless experience throughout their interaction with our service.
Key Responsibilities
- Act as a liaison between patients and the clinical team to support the delivery of high-quality care.
- Provide a telephone reception service for all enquiries and referrals into the service, ensuring that all calls are dealt with efficiently and effectively.
- Engage with service users, carers, and professionals to ensure that all calls are responded to in a timely and appropriate manner.
- Utilize a high level of sensitivity and professionalism when handling calls, maintaining confidentiality and adhering to agreed CNTW Trust standards.
- Communicate effectively with service users, carers, colleagues, and other professionals, participating in the continuous development of the service.
Requirements
- Experience in a customer-focused environment, with excellent communication and interpersonal skills.
- Excellent typing/keyboard skills, with a good understanding of inputting accurate information into a database.
- Proven experience and knowledge of Microsoft Office packages, with good verbal and written communication skills.
- Able to be self-directed, motivated, and contribute positively within a team, with a flexible attitude to cope with fluctuating workloads.
- Excellent customer service skills, with a confident telephone manner and ability to work under pressure to meet targets.
About Us
We aim to attract and retain a diverse, talented, and committed workforce who are caring and compassionate, and therefore able to meet the demands of the modern NHS. In return, we can offer a dynamic working environment in which to build a career.
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