Call Operator

The Royal Wolverhampton NHS Trust; Wolverhampton; Presencial; GBP 23.000 - 28.000; Jornada completa

Descripción de la vacante

The Royal Wolverhampton NHS Trust is recruiting a Call Operator for our Single Point of Access Hub at the Science Park. You will be the first point of contact for hospitals, GPs, healthcare professionals, patients and carers, handling a wide range of calls in a fast-paced environment.

Working in this Band 2 role, you will provide a professional and confidential service, maintain records to high data standards, and liaise with clinical staff. 37.5 hours per week, rotating day and night shifts.

Formación

• 5 A-C GCSEs or NVQ level 2.
• IT competence demonstrated.
• Experience in NHS environment preferred.

Responsabilidades

• Provide a professional, efficient, and confidential service.
• Liaise with clinical staff via phone, in person, and in writing.
• Maintain accurate electronic records with high data standards.
• Work flexibly as part of a supportive team.
• Assist in calls coordination and reporting as required.

Conocimientos

IT competence

Administration or secretarial

NHS environment experience

Educación

5 A-C GCSEs or NVQ level 2

Herramientas

Microsoft Office

Descripción del empleo

Main area Adult Community Services Group Grade Band 2 Contract Permanent: Must be flexible to work shift patterns within the operational hours of the service Hours

• Full time
• Part time
• Flexible working

37.5 hours per week (Rostered shifts 365 days per year, combination of day and night shifts) Job ref 225-DIV3-8223778

Employer The Royal Wolverhampton NHS Trust Employer type NHS Site Technology Centre, University of Wolverhampton Science Park Town Wolverhampton Salary £25,272 per annum pro rata for part time hours Salary period Yearly Closing 05/11/2026 23:59

Call Operator

Band 2

Job overview

Our fast-paced Single Point of Access Hub, Care Coordination, located at the Science Park is seeking a Call Operator to be the first point of contact for Hospitals, GP Practices, Healthcare Professionals, Patients and Relatives/Carers.

The team handles a wide variety of calls, ranging from straightforward referrals to complex palliative care calls for patients at the end of life - making a real difference every day.

In this role, you will:

Provide a professional, efficient, and confidential service.

Liaise with a range of clinical staff via phone, in person, and in writing.

Maintain accurate electronic records, ensuring high quality data standards.

Work flexibly as part of a supportive team focused on meeting patient and referrer needs.

We are looking for someone with excellent communication skills, a keen eye for detail, and experience with Windows and Microsoft Office-based Software.

This role operates within a 24/7 service, including weekends and bank holidays, in a fast-paced, dynamic environment. Shifts are rotational and include the following:

• Early Morning: 06.00 - 14.00
• Standard Day: 08.00 - 16.00
• Mid-Late Day: 12.00 - 20.00
• Late Day: 14.00 - 22.00
• Night: 21.45 - 05.45 /22.00 - 06.00 /22.15 - 06.15

If you thrive in a fast-paced, varied environment and want to make an immediate impact, this is the role for you!

There are 2 positions - 37.5 hours fixed term and 22.5 hours permanent

Main duties of the job

The post holder provides a comprehensive, effective, accurate and timely service to GP’s, hospital staff and other healthcare professionals, patients and their representatives.

The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail. The post holder will provide a high quality experience ensuring the correct information is provided in the most efficient and effective way.

The post holder will work to high standards of customer service and be sensitive to the needs of each individual, responding to a wide range of needs, to ensure service user satisfaction.

Working for our organisation

The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We’re passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients.

We are delighted that we have been rated as “Good” by CQC. We have achievednumerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.

The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.

Detailed job description and main responsibilities

To provide efficient and confidential support by delivering a comprehensive, high quality and accurate calls coordination service.

To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude

Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards.

To respond to incoming calls without delay

To receive, respond to and maintain evidence of all enquiries.

To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.

To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand.

To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed.

To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.

To communicate patient appointments and information in a timely and agreed manner.

To collate and circulate scheduled daily reports and any ad hoc reports as requested.

To be directly involved in any service developments eg on-going development of the referral centre, patient pathways and IT solutions.

To support new staff within the team as part of the induction process.

To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Coordinator, Team Leaders and / or Service Support Manager.

Person specification

Qualifications and Experience

• 5 A-C GCSEs or equivalent and/or NVQ level 2.
• Demonstrable IT competence gained through experience.
• Administration or secretarial experience.
• Experience with working in a NHS environment.

Skills and Other

• Flexible and adaptable approach to working.
• Ability to work effectively as part of a busy team.
• Ability to use own initiative.
• Ability to travel across a number of sites

Flexible Working - As a major employer in the Black Country and West Birmingham region we are committed to supporting all employees to achieve a healthy work life balance. We want the Black Country and West Birmingham region to be the best place to work and as such will consider all requests to work flexibly taking into account personal and individual circumstances alongside the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the Recruiting Manager as part of the on-boarding process. Qualifications - Please be advised that if the post that you are applying for requires any level of qualification (e.g. A-Levels, Degree etc) or Professional Registration (e.g. Nursing and Midwifery Council, General Medical Council etc) you will be required to provide proof as part of the pre-employment process. By submitting your application you are giving the Trust permission to check the qualification certificates provided back to the source provider. Please note that a sample of all applicant’s qualifications will be checked with the educational institution or provider. Furthermore, a sample of all applicants’ qualifications will be checked back to the educational institution or provider to interview letters to further deter fraud.

Visa/Sponsorship Information

In line with UKVI requirements, the Trust is unable to sponsor any applicants for Skilled Woker Visas who do not meet the minimum eligibility requirements including applicable salary thresholds and concessions. Before applying, please ensure that you have the right to work in the UK, or that the role is eligible for sponsorship. For more information, please visit: Health and Care Worker Visa or Skilled Worker Visa .

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Name Amelia Miller Job title Service Support Manager Email address [e-mail] Telephone number 07917919734 Additional information

Alternative contact, Ty Salmon - Service Delivery Manager on 07407823364 or via email on [e-mail].

Additional contact number - 01902 443322.