NHS Norfolk and Waveney Integrated Care Board

Protect NoW - Virtual Support Team Call Agents

The closing date is 08 October 2025

Job summary

This is a maternity cover:

NHS Norfolk and Waveney ICB is seeking a motivated, resilient, and productive Call Handler to join our new initiative, Protect Norfolk & Waveney (NoW). This is an exciting opportunity to make a difference by supporting some of the most vulnerable individuals in our community and encouraging them to take steps toward improving their health and well-being.

As a Call Handler, you will proactively contact eligible patients about a designated care pathway, explain the available options, and offer referrals to appropriate support services to ensure they receive the help they need.

This is a fast-paced, high-volume environment that requires energy, focus, and a proactive approach. You will need to build rapport quickly, motivate individuals, and remain professional and empathetic at all times. You are expected to attempt a minimum of 100 outbound calls per day.

Main duties of the job

Key Responsibilities

Engage with patients via telephone daily, providing excellent customer service and a positive experience.
Make high volumes of outbound calls, consistently meeting or exceeding daily call targets.
Record and update patient responses promptly and accurately across multiple systems.
Build trust and rapport with patients to encourage participation and honest responses.
Follow processes, guidelines, and company policies to maintain quality and compliance.
Communicate outcomes effectively to colleagues and partner organisations.

Skills & Attributes Required

Excellent Communication: Clear, confident verbal and written communication skills.
IT Proficiency: Strong IT skills.
Adaptability: Flexible approach to changing priorities in a fast-paced environment.
Proactivity & Resilience: Remain calm, focused, and solution-oriented when under pressure.
Organisational Skills: Ability to prioritise, multitask, and manage a demanding workload.
Quick Thinking: Able to think on your feet and respond professionally to patient needs.
Energy & Consistency: Maintain a positive, enthusiastic approach throughout the day.
Team Collaboration: Work effectively with colleagues while remaining self-motivated when working independently.

About us

Call Handler will form positive relationships with various member practices and partner organisations across health and social care within Norfolk & Waveney, all with the aim of improving the capacity of people to self-manage and to connect them to support services, where needed, that maximise their health and wellbeing.

Act as a call handler for Protect NoW, primarily making outbound calls to individuals, many of whom have complex needs, in a pleasant and helpful manner, maintaining excellent customer service standards.

We promote the benefits Protect NoW schemes can bring to individuals, encouraging and utilising motivational techniques to engage individuals in leading healthy lifestyles, many of whom have previously disengaged from health services.

Date posted

24 September 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year per annumm

Contract

Secondment

Working pattern

Full-time

Reference number

137-7462121-A

Job locations

NWICB HEAD OFFICE / REMOTE

County Hall, Martineau Ln

Norwich

NR1 2DH

Job description

Job responsibilities

Respond efficiently to a demanding role with constant pressure to make telephone calls whilst maintaining accuracy and the ability to follow up on all queries in a timely manner.

Maintain high standards of information governance and ensure patient and practice data is processed in the strictest confidence according to ICB procedures.

Record and communicate relevant information to patients, practices, partner agencies and supervisors, referring to others as appropriate.

Liaise closely with GP practices to resolve queries which may arise.

Accurately record and input call information into Microsoft Excel spreadsheets, or systems, and follow Protect NoW Call Handling Protocols

Ensure that all complaints, comments and suggestions are dealt with appropriately, in accordance with policy, resolving where possible and escalating to the line manager where appropriate.

Escalate safeguarding concerns, as appropriate, in accordance with Protect NoW policies

Contribute to the development of the Protect NoW Programme as a member of the Protect NoW Team

Have a flexible/adaptable approach to work in order to meet various deadlines.

To carry out other appropriate delegated duties as required.

To use a Computer to support work undertaken as part of this job description. It is anticipated that the role will be primarily completed virtually, working at home.

To undertake administrative duties/responsibilities in order to ensure the integrity of procedures and system safety as required.

To employ excellent and timely written, verbal and IT skills to communicate with colleagues, patients and other providers.

To work with other members of the ICB team to ensure delivery of satisfactory performance, governance and management of risk relative to the role.

To promote and develop constructive working relationships with external organisations (including the Commissioning Support Unit, transactional HR provider and other ICB) to ensure that the ICB is discharging its obligations effectively and that any opportunities for more efficient working alongside other ICB or the CSU are identified.

To ensure compliance with safe systems of work and that all necessary health and safety requirements are met.

The ICB aspires to be a flexible, productive organisation which positively changes the way care is commissioned and delivered. It will be management resource light, buying in some important management services and so all staff will be required to carry out a range of activities not explicitly defined in their job description (but within their competence). Activities will also be performed by teams coming together for specific projects and all staff will be supportive of other staff, irrespective of which part of the organisation they come from. The post holder may be required to cover for/support other activities within their level of competence and responsibility.

To participate in relevant staff training (including compliance with mandatory training requirements).

To conduct oneself in a manner consistent with the ICB'svision and values and approach to patient and public engagement within Norfolk & Waveney.

To ensure patient/staff confidentiality and information governance standards are maintained and respected at all times

The post holder will be required to work with their line manager and other members of the wider ICB team and Board to ensure that Norfolk and Waveney ICB succeeds with its strategic objectives, and delivers the shared vision of the aims, values and cultures of the organisation.

All employees are required to observe the strictest confidence regarding any patient/client/practice information they may have access to, or accidentally gain knowledge of, in the course of their duties.

All employees are required to observe the strictest confidence regarding any information relating to the work of the ICB and its employees.

You are required not to disclose any confidential information either during or after your employment with the ICB, other than in accordance with the relevant professional codes.

Failure to comply with these regulations whilst in the employment by the ICB could result in action being taken under the ICB Disciplinary Policy