Call Handler
At a glance
- Band
- Band 3
- Contract
- Permanent
- Pattern
- Full-time
- Hours / week
- 37.5
- Posted
- 03/09/2026
- Closes
- 17/09/2026
Sponsorship verdict
Sponsorship is not clearly stated in this advert.
The advert didn't contain a clear role-specific sponsorship line, so HiveMind can't confirm eligibility. Verify with the recruiting manager or trust HR before you apply.
Role summary
This is an exciting opportunity for a patient-focused Call Handler to join the Newcastle & Gateshead Children and Young Peoples Service (CYPS) at Bensham Hospital. The role involves providing a telephone call reception service for all enquiries and referrals, acting as a liaison between patients and the clinical team. You will support patients in receiving a high-quality experience, ensuring calls are dealt with efficiently and signposted appropriately. The postholder will also be responsible for effective communication and documentation within electronic patient records, maintaining confidentiality.
Essential criteria
- NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards
- Knowledge and Experience
- Experience of working within a mental health setting
- Person centred care
Desirable criteria
- Safeguarding
- Carer needs
- Skills and Competencies
- Good interpersonal and communication skills
- Literacy skills
- Numeracy skills
- Excellent IT skills
- Time Management
- Record keeping skills
- Ability to prioritise
- Education and Qualification
- NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards
- Knowledge and Experience
- Experience of working within a mental health setting
- Person centred care
- Safeguarding
- Carer needs
- Skills and Competencies
- Good interpersonal and communication skills
- Literacy skills
- Numeracy skills
- Excellent IT skills
- Time Management
- Record keeping skills
- Ability to prioritise
Useful to know
Agenda for Change 2024/25 pays Band 3 at £24,625 – £25,674 a year, across England.
This advert: £25,760 – £27,476 — outside the standard scale; check for HCAS/London weighting.
Posted 4d ago · Closes in 11d
Plenty of time to prepare a strong application.
Full advert · preview
Cumbria, Northumberland, Tyne and wear (CNTW) NHS Foundation Trust
Call Handler
The closing date is 17 September 2026
Job summary
An exciting opportunity has arisen for a patient focused Call Handler to work within the Newcastle & Gateshead Children and Young Peoples Service (CYPS) based at Bensham Hospital, Gateshead. Post is full time 37.5hrs per week Monday to Friday covering shift patterns of 8am to 4pm and 9am to 5pm on a rota basis
The Call Handler role is extremely busy and involves assisting clients who may be experiencing a range of mental health conditions. You will act as a liaison between the patient and the clinical team to support all patients in receiving a positive, high quality and seamless experience throughout. Postholder provides a telephone call reception service for all enquiries and referrals into the service and supports the team by engaging with service users, carers, and professionals to ensure that all calls are dealt with efficiently and signposted appropriately.
Postholder will be required to utilise a high level of sensitivity and professionalism whilst providing call handling duties. The call handler will ensure all calls are responded to in an appropriate time frame and that all clinical information is effectively communicated and documented within the electronic patient records system as per agreed CNTW Trust standards whilst always
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