Call Handler/Administrator

North East Combined Authority; Blyth; Hybrid; GBP 18,000 - 22,000; Full time

Benefits offered by this job

26 days annual leave

Local Government Pension Scheme

Flexi scheme

Job summary

Northumberland County Council is seeking a proactive Call Handler / Administrator for the Onecall Team in Blyth. The role focuses on responding to calls for adult, children and community health services, directing to appropriate teams and recording details in databases.

Strong communication, basic IT skills, and a customer-service mindset are essential. You will work in a fast-paced environment, with training provided and support from an experienced management team.

Qualifications

• Experience of working in a call handling/call centre capacity.
• Able to operate a PC using word processing and spreadsheet packages.
• Good standard of education and clear communication skills.

Responsibilities

• Handle calls to the Single Point of Access Contact Centre.
• Direct contacts to relevant teams and record information in databases.
• Provide timely messages and information to public and professionals.

Skills

Call centre experience

Strong communication

Education

Good standard of education

Tools

Word processing

Spreadsheets

Azeus

IC.

Job description

Northumberland County Council's (NCC) vision is ‘Land of Great Opportunities', for current and future generations. We believe there is no better place to live and work.

An exciting opportunity has arisen for a position of Call Handler / Administrator to join the Onecall Team part of Northumberland County Council's Adult Social Care Service. The role is based in the Call Centre at Eddie Ferguson House, Blyth.

The successful candidate will be highly motivated and conscientious; previous call centre experience is advantageous, although full training will be given. The role is well supported by an experienced management team, dedicated to ensuring staff are provided with all the relevant training opportunities to enable staff to carry out their responsibilities to a high standard. Onecall is the single point of access for calls into Adult Care and Children's Services. This is a fast-paced and busy environment. The purpose of the role is to primarily handle calls within the Contact Centre, receiving calls for adult, children and community health services. You will receive and direct information to the appropriate teams, including the recording of correspondence into several databases. You will be the first point of contact for members of the public and professionals from different disciplines, taking and relaying messages both verbally and via email in a timely manner.

What you'll be doing:

• • To primarily handle calls to the Single Point of Access Contact Centre
• • With supervision to clearly communicate orally with members of the public where there may be barriers to understanding e.g Learning Disability, Mental Health, Hearing/Speech Impaired clients.
• • To undertake clerical duties as appropriate, using PC based word processing and spreadsheet packages when required.
• • To input information into a number of databases including Azeus and IC., for extended periods of time when required
• • To direct contacts in a consistent and timely manner taking messages and assigning calls to relevant teams, including HIS and Social Care.
• • To undertake general office administration tasks, including filing and photocopying.

What you'll bring:

• · Good standard of education
• · Experience of working in a call handling/call centre capacity.
• · Operating a PC using WP packages.

For further details / informal visits contact: Claire Hunt (Service Manager) 07814787490 or email: [e-mail]

Please note you must have the ability to work outside normal office hours as and when appropriate with supervision.

Why choose us?

We have some outstanding benefits and perks to offer you, including:

• 26 days annual leave plus public/bank holidays, rising to 31 days after 5 years of service (pro rata for part-time employees)
• Automatic enrolment into the Local Government Pension Scheme
• Flexi scheme (if applicable) - up to 2 days flexible leave available per month (pro rata for part-time employees)

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What you need to know

For guidance on completing your application and for information about our Equality and Diversity principles, please see the attached guidance notes here.

We are proud to be an equal opportunities employer. We operate a guaranteed interview scheme for disabled applicants who meet the essential criteria. If you have a disability and would prefer to apply in a different format, please see the alternative methods below. This information will be treated as confidential and will only be used to check that you meet the essential requirements of the post.

For further information about working for NCC, please visit our website here.

Although we advertise on North East Jobs, and other websites, your application process will be directed to our Tribepad system. Please note that all communication regarding your application for this post will be sent to the email address that you have registered on Tribepad, including your invite to interview if you are shortlisted. Please check your emails regularly, including Spam/Junk, after the closing dates for notifications.

Additionally, we reserve the right to close this vacancy early or adjust the shortlisting criteria, including the pass mark for interview selection, to ensure a fair and manageable recruitment process. We encourage early applications.

Alternative application format:

British Sign Language: northumberlandcc-cs.signvideo.net

For those with speech difficulties or hearing loss: Text relay service dial 018001 01670 623930