Call Agent - Band 2 (Full Time / Part Time) | Coventry and Warwickshire Partnership NHS Trust

Coventry and Warwickshire Partnership Trust; Coventry; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Annual leave

Learning & development

Salary sacrifice schemes

NHS discount

Wellbeing support

Staff networks

Job summary

Coventry and Warwickshire Partnership NHS Trust in Coventry is seeking a Call Agent (Band 2) to join our Adult Mental Health Front Door team. The role covers calls, referrals and administrative tasks across a busy 24/7 service, including bank holidays.

You will handle referrals to the Crisis Resolution & Home Treatment Team, work within service timescales, and collaborate with colleagues to ensure timely processing and high-quality customer service.

Qualifications

• Must have GCSE level education.
• Good keyboard and IT skills.
• Experience with Word processing, Excel, data entry and email.
• Excellent telephone manner and high level communication skills.

Responsibilities

• Handle calls, referrals and administration for the Adult Mental Health Front Door.
• Process referrals to the Crisis Resolution & Home Treatment Team.
• Maintain worklists and ensure adherence to procedures.
• Provide timely, accurate information and support to callers.

Skills

Good telephone manner

Strong communication skills

Attention to detail

Teamwork

Independent working

Education

GCSE level

Tools

Word processing

Excel

Data entry

Email

Job description

Call Agent - Band 2 (Full Time / Part Time) | Coventry and Warwickshire Partnership NHS Trust

Company: Coventry and Warwickshire Partnership Trust

Adult Mental Healthis looking for an enthusiastic and self-motivated people to join our teams.

We are a 24 hour, 7 days a week service and we are operational 365 days per year including Bank Holidays, Christmas and New Year.

This post requires to cover calls, referrals and administration for the Adult Mental Health Front door and Crisis Resolution & Home Treatment Team.

You will be working with the Adult Mental Health Services - which is the Front door services into mental health services in Coventry and Warwickshire. This service will accept and process all of the referrals sent to Secondary Care Mental health services.

Specifically the role supports the call handling, admin processes and worklists for the Adult Mental Health Front Door.

You will adhere to procedures and processes within service timescales, whilst operating within a busy and demanding environment.

For more information on this role please see the attached support information. This will give you a better overview of the job role and requirements.

At Coventry and Warwickshire Partnership NHS Trust (CWPT), we deliver a wide range of physical, mental health, learning disability and autism services, and are proud to serve communities across Coventry, Warwickshire and beyond.

We put 'people at our heart'; this ethos is at the centre of everything we do and how we do it. We care for our staff and colleagues as much as they care for others and offer a wide range of benefits and development opportunities.

These include:

• generous annual leave entitlement which increases during your time with us
• excellent learning and development opportunities, including apprenticeship frameworks, distance learning, internal training, coaching and mentoring, and much more
• salary sacrifice schemes for lease car/ vehicle, Cycle to Work, home and electronics, gym membership and more
• discounts with a range of retailers, restaurants and entertainment venues through our Employee Assistance Programme and NHS discount schemes
• wellbeing support, including an in-house counselling service, external helpline and more
• staff networks and support groups

We're always on the lookout for people who share our passion for improving the lives and wellbeing of people in our community, as well as our values of compassion, collaboration, excellence, integrity and respect.

The essential requirements include a good telephone manner, high level communication skills and attention to detail. You will have good organisational skills and the ability to work both independently and as part of a team. The successful candidate will be educated to GCSE level, keyboard and IT skills are essential, with experience of Word processing, excel data entry & email.

This advert closes on Friday 30 Oct 2026