Call Handler - Community Referral Hub

Wye Valley; Hereford; On-site; GBP 23,000 - 28,000; Part time

Job summary

Wye Valley NHS Trust invites applications for a part-time Administration Grade Band 2 role in the Community Referral Hub (CRH). You will handle referrals, liaise with healthcare professionals and the public, and support the admin team in daily workflows.

The role offers 31 hours per week across 7 days with 08:00–20:00 shifts. Full training is provided; join a Trust focused on high-quality patient care in Herefordshire.

Qualifications

• GCSE English and Maths or equivalent.
• Excellent IT and keyboard skills required.
• Strong verbal and written communication abilities.
• Experience in handling information and data with care.

Responsibilities

• Receive and process referrals via call handling system in CRH.
• Communicate effectively with healthcare professionals and the public.
• Support admin tasks and forward referrals to appropriate services.
• Assist in maintaining routine functioning of the service.

Skills

Excellent IT and keyboard skills

Effective verbal and written skills

Questioning and information gathering

Telephone manner and customer care

Education

English and Maths GCSE or equivalent

Job description

Main area Administration Grade Band 2 Contract Permanent Hours Part time - 31 hours per week (Monday - Sunday 08:00 - 20:00 Working enhancements for weekend working) Job ref 229-IC-7851152-D

Site Nelson House Town Herefordshire Salary £25,272 pa pro rata Salary period Yearly Closing 01/11/2026 23:59

Job overview

We have an exciting opportunity that has arisen in our Community Referral Hub (CRH), we are looking for an enthusiastic team player to become a call handler in our hub. CRH supports the delivery of care to people in their own homes who need urgent community services to align with Hospital Admission Avoidance.

The successful candidate will take calls from HCP'S, Paramedics, GP's, District nurses, Carers and members of the public and will be instrumental in capturing the required information to inform our clinical teams. You will need a friendly manner, have excellent IT skills and a positive attitude. The hub is open 7 days a week 08:00-20:00 and a variety of shifts can be offered to suit candidates and provide flexible working.

Full training will be given for the right candidates - we believe in recruiting based on our values at Wye Valley NHS Trust.

Main duties of the job

The post holder will receive and process referrals for the Community Referral Hub (CRH) via a call handling system, effectively communicate with a wide range of healthcare professionals and outside callers including members of the public. The post holder will support the admin team in additional administrative duties to assist in the routine functioning of the service by processing onwards referrals to various community or council services.

Working for our organisation

Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire NHS FT , the George Eliot Hospital NHS Trust and Worcestershire Acute Hospitals NHS Trust.

Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.

We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care we’d want for our family and friends.

More than 3,500 people work for the Trust – they tell us it’s a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.

We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.

Russell Hardy, Trust Chairman: “The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential.”

Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time…all the time.

Detailed job description and main responsibilities

To view role requirements and role responsibilities in full, please view ‘supporting documents’ linked to this vacancy.

Education & Qualifications

• English and Maths GCSE or Equivalent/ Equivalent Experience

Skills, Knowledge & Abilities

• Excellent IT and keyboard skills
• Effective verbal and written communication skills
• Good questioning and information gathering skills
• Good telephone manner and customer care skills

Experience

• Previous experience of working with the public sector
• Previous clerical inputting, filing, data experience including data retrieval and photocopying
• To be familiar with electronic data management systems

Employer certification / accreditation badges

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.