Senior Call Handler / Administrator

Job summary

The Doncaster Care Group is looking to appoint a highly motivated and enthusiastic Senior Call Handler within the Single Point of Access Team, supporting a large number of multi-disciplinary teams, including mental health and physical health services, covering a variety of shifts over a 24 hour period, taking an important role in being the first point of contact for those requiring access to these services.

This role is essential for the training and support of our call handling admin staff to ensure smooth and effective changes in process and maintaining our high level of customer service.

Main duties of the job

As the first point of contact for our service users and other professionals, you will have excellent customer service skills and a helpful and friendly approach.

It's important you are able to work effectively in a fast-paced office environment, handling large volumes of telephone calls, some of which may be challenging to deal with.

You will need to be flexible to the varying demands and changing circumstances and priorities of our services. Communication and team working are essential qualities to succeed in this role.

You will also require the necessary skills to provide training, supervision and line management support to our call handling team.

Monitoring and escalating any data quality.

Setting the standard of quality call handling and administration.

Contributing to areas of improvement

You should be able to use a PC and standard software packages including Outlook, Microsoft Word and Excel. Experience of using SystmOne is desirable but not essential as full training will be given

The essential requirements for this post are educated to GCSE (Grade C or above in English and Mathematics) level or hold equivalent qualifications or have an equivalent level of experience. Customer service experience in a call handling or previous experience within the NHS would be advantageous but not essential.

About us

Rotherham Doncaster and South Humber NHS Foundation Trust (RDaSH) employ around 4000 talented colleagues who are very much appreciated, valued, and respected.

We have a wide portfolio which includes mental health, physical health, learning disability and drug and alcohol services.

We are passionate about enhancing the quality of our service and we work hard to attract and select the right colleagues for our organisation. Our goal is to employ those who share our passion for providing first class care while remaining committed to our vision and values. Please view our Strategy using the link below:

https://www.rdash.nhs.uk/documents/clinical-and-organisational-strategy-2023-to-2028/

To find out more about working for RDaSH and the fantastic benefits we offer visit our website:

https://workwithrdash.co.uk/

We are committed to inclusive cultures and really value people in our organisation, view our Allyship video on YouTube to find out more:

https://youtu.be/WMJSkLoTk4Q

The main terms and conditions of service can be found here:

https://www.nhsemployers.org/publications/tchandbook