Community Nursing Out of Hours Call Handler

Gloucestershire Health and Care; Gloucester; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Free car parking

27 days leave plus bank holidays

NHS pension

Training and development opportunities

Flexible working

Long service awards

Job summary

Gloucestershire Health and Care NHS Foundation Trust is recruiting for a Community Nursing Out of Hours Call Handler (Band 3) on a fixed-term contract up to 12 months. Roles include evening and weekend shifts, with both full-time and part-time options and pro rata salary of £25,760–£27,476 per annum.

Based in Gloucester, you will join the Out of Hours service, handling telephone referrals, booking appointments and supporting countywide community nursing teams.

Qualifications

• NVQ 3 or equivalent demonstrated experience.
• Experience in health care or busy call centre.
• Good communication and confidentiality.

Responsibilities

• Receive telephone referrals and book/cancel appointments.
• Process batch mail and use online referrals system.
• Provide excellent telephone manner and reassure patients.
• Work flexibly within a team and with wider clinical staff.

Skills

Telephone manner

Communication skills

Teamwork

IT literacy

Education

NVQ 3 or working towards

Tools

Online referrals system

IT systems

Job description

Community Nursing Out of Hours Call Handler

Band 3

Main area Call Handler Grade Band 3 Contract 12 months (Fixed term, shift working days, evenings and weekends and Bank Holidays) Hours

• Full time
• Part time

variable shifts over a four week period Job ref 327-26-864

Site Gloucestershire Health and Care NHSFT, Town Gloucester Salary £25,760 - £27,476 per annum (pro rata) Salary period Yearly Closing 09/11/2026 23:59

We love what we do and we think you will, too!

At Gloucestershire Health and Care NHS Foundation Trust (GHC), we provide joined-up mental health, physical health and learning disability services to people of all ages across Gloucestershire. We run community hospitals and provide care and support in people’s own homes and in a range of other locations across the county .

We are on a mission to enable people to live the best life they can and we have a vision to work together to provide outstanding care . We put people at the heart of our services, focusing on personalised care by asking ‘what matters to you ’.

We’re passionate about making sure that everyone can contribute to achieving our mission and w e are continually working to support healthy and happy high-quality team s in all areas of the Trust .

Our application process aims to understand each candidates knowledge, skills and experience. We have found that candidates that use AI to generate their answers can lack specificity and fail to address key criteria outlined in the job description.

It is really important to personalise your application to convey your individual skills, knowledge, and experiences effectively and for us to understand why you are applying for this role with GHC. We discourage over reliance on AI-generated applications as it will lessen your chances of success in securing an interview with us .

Job overview

Part time or full time position on a fixed term contract/secondment opportunity for up to 12 months

Internal applicants who wish to be considered for a secondment opportunity should discuss with their line manager the suitability of a possible secondment

We are looking to recruit motivated and enthusiastic Call Handlers to work within the Integrated Community Teams -Evening and Overnight District Nursing (ENDNS) / Community Nursing Out of Hours Service. If you are caring, strive to deliver a quality and positive customer experience this may be the role for you.

Ideally, you'll have experience in health care or have worked in a busy call centre where empathy and understanding were part of your role, or you might have life experience that you feel makes you are a great candidate.

The call handling team (Adult physical health) support out of hours community nursing referrals from patients and health care professionals. The call handlers role also supports administration tasks for the service.

Main duties of the job

You will work as a team to receive telephone referrals, booking and cancelling appointments, processing batch mail, working with our online referrals system as well as several other tasks as required. You will have an excellent telephone manner, putting patients at ease as they ring into the Out of Hours Community Nursing hub. You will be able to work effectively within a small team, but also relate well to the wider clinical teams across the county.

The role is within a busy and dynamic team, you will need to be able to work flexibly, be responsive to change and communicate effectively. We provide a supportive working environment, with regular supervision and appraisals.

We're currently recruiting for a variety of shifts including:
Day/evening Shifts –
Weekdays 16:00 – 20:00
Weekends 08:00 – 16:00 & 16:00-20:00

The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification

Working for our organisation

We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people’s homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.

Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us. In the latest staff survey, 61% of colleagues gave us their views. It was great to hear that:

• 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
• 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
• 81% said that care of patients and service users is the Trust’s priority, compared with an average in comparable NHS Trusts in England of 64%.

This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement. However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.

Detailed job description and main responsibilities

The Call handling service is part of the Integrated Community teams, out of hours community nursing service.

The role of the Call handler is to provide a frontline service in answering incoming community nursing calls from patients/carers, Integrated Community teams (ICT) staff, GPs, 111 and partner agencies and to provide a call handling service for the Sexual Assault Referral Centre (SARC) during the out of hours period.

Work in partnership with the Integrated Urgent Care Service (IUCS).

The main duty of the role is to provide essential call handling for a variety of community services. The call handler will be required to manage calls that require immediate response and to process the calls effectively and efficiently.

To support compliance with UK immigration requirements, all applicants who require a visa to work in the UK must disclose their visa history in full. This includes current and previous sponsors, dates of sponsorship, visa category, and any changes of employment. If you are on a Graduate or Dependant Visa, please disclose the expiry date on your application. Incomplete information may mean we are unable to consider your application.

Person specification

Qualifications

• Good general standard of education.
• Evidence of continuing personal / professional development.
• NVQ 3 or working towards or, can demonstrate experience to that level

Experience

• Evidence of team working abilities
• Proven ability to work unsupervised
• Experience of working in a health care/social care setting

Skills and attributes

• Good communication skills both written and verbal
• Proven ability to manage working time effectively
• Confidentiality and integrity
• Good timekeeper, adaptable, reliable and ability to work flexibly
• Good knowledge of IT systems

When joining us, as well as becoming part of a team that makes a difference, we also offer:

• Free car parking at many of our sites
• 27 days leave plus bank holidays, increasing up to 33 days with long service
• A broad range of training and development opportunities, including apprenticeships up to Level 7 qualification.
• A multi-professional preceptorship programme for all Newly Qualified; Nurses, Nursing Associates, Internationally Educated Practitioners, Allied Health Professionals and Return to Practice Practitioners.
• Generous NHS pension and enhanced pay when if you work unsocial hours
• Flexible, family friendly and agile working opportunities
• Recognition and long service awards
• Fast Track physiotherapy
• Access to discounts and salary sacrifice schemes; including Cycle to Work, Car scheme and discounts on travel, leisure and retailers.

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 Jessica Carter Job title Community nursing lead Email address [e-mail] Telephone number 07967876803 Additional information

For any enquiries please call during office hours.