Job Description

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 maintaining confidentiality. Postholder will need to communicate effectively with service users, carers, colleagues, and all other Professionals and participate in the continuous development of the service.
Main duties of the job
Post holders must have admin and clerical experience with recent demonstrable 12 month experience in :-

• A customer/patient focused environment.
• Excellent communication and interpersonal skills.
• Fast, accurate keyboard skills
• Proven experience of accurate database input
• Daily use of Microsoft Word/Office packages and email.
• Good verbal and written communication skills.
• Ability to be self-directed, motivated and to contribute positively within a team.
• Well organised and structured.
• Demonstrate flexibility in the role to meet the needs of the service.
• Facilitate excellent customer service, in person and on the telephone
• Provide proactive administration service to support the Team Manager including typing/checking documentation, processing mail, photocopying, scanning etc.
• Provide agreed levels of support to the service in the absence of other administrative staff.
• We would like to recruit a Call Handler who is flexible, responsive, motivated, well organised, adaptable and have a keen interest in providing an equitable service.

The post holder will be able to demonstrate the ability to deal with possible exposure to highly distressing or highly emotional circumstances and will be expected to participate on all relevant training courses appropriate to the role.
You should currently hold the required level of qualifications, as outlined in the Essential Criteria of the Personal Specification. If you do not meet this criteria you will not be shortlisted.
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 now and in the future. In return we can offer a dynamic working environment in which to build a career.
Details
Date posted
26 November 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
24,937 to 26,598 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
263-CCG25-289-JW-B
Job locations
Bensham Hospital
Fontwell Drive
Gateshead
NE8 4YL
Job description
Job responsibilities
Please find attached job description for full details.
Advertising date : 26th November 2025
Closing date : 10th December 2025
We welcome your application.
Please note - this vacancy will close once a suitable amount of applications are received. Job description
Job responsibilities
Please find attached job description for full details.
Advertising date : 26th November 2025
Closing date : 10th December 2025
We welcome your application.
Please note - this vacancy will close once a suitable amount of applications are received.
Person Specification
Qualifications
Essential

• NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards
• General level of education to O-Level/GCSE or equivalent

Knowledge and Experience
Essential

• Working knowledge of Microsoft applications, including e-mail communication
• Good working knowledge of office procedures
• Previous secretarial/clerical experience
• Able to prioritise and plan own workload
• Ability to work under pressure and meet targets

Desirable

• Experience of working with medical records filing systems

Skills and Competencies
Essential

• Excellent communication and interpersonal skills, both verbal and written
• Good organisational and planning skills
• Flexible attitude to cope with fluctuating workloads and the occasional requirement to cover other areas in cases of staff absence
• Have excellent customer service skills and confident telephone manner

Person Specification
Qualifications
Essential

• NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards
• General level of education to O-Level/GCSE or equivalent

Knowledge and Experience
Essential

• Working knowledge of Microsoft applications, including e-mail communication
• Good working knowledge of office procedures
• Previous secretarial/clerical experience
• Able to prioritise and plan own workload
• Ability to work under pressure and meet targets

Desirable

• Experience of working with medical records filing systems

Skills and Competencies
Essential

• Excellent communication and interpersonal skills, both verbal and written
• Good organisational and planning skills
• Flexible attitude to cope with fluctuating workloads and the occasional requirement to cover other areas in cases of staff absence
• Have excellent customer service skills and confident telephone manner

Skills Required