Protect NoW - Virtual Support Team Call Agents

NHS; Norwich; On-site; GBP 20,000 - 25,000; Full time

Job summary

A regional health care organization seeks a motivated Call Handler to join their team in Norwich. This maternity cover position involves engaging with vulnerable patients, making a minimum of 100 outbound calls daily to ensure they receive necessary support. Required qualifications include NVQ Level 3 or equivalent experience, strong customer service skills, and proficiency in Microsoft Office. This role offers the chance to make a significant impact in health and community well-being.

Qualifications

• Educated to NVQ level 3 in a relevant subject or equivalent qualification.
• Experience in an administrative environment with computerized data systems.
• Ability to follow a call handling script while adapting to queries.

Responsibilities

• Engage with patients via telephone daily, providing excellent customer service.
• Make high volumes of outbound calls, consistently meeting daily call targets.
• Record and update patient responses promptly and accurately.

Skills

Excellent customer service

Clear communication

Problem solving

Ability to work effectively in a team

Education

NVQ Level 3 in relevant subject or equivalent experience

Tools

Microsoft Office (Outlook, Word, Excel)

Job description

Overview

NHS Norfolk and Waveney ICB is seeking a motivated, resilient, and productive Call Handler to join the Protect Norfolk & Waveney (NoW) initiative. This is an exciting opportunity to support some of the most vulnerable individuals in the community and encourage them to take steps toward improving their health and well-being. The closing date is 08 October 2025.

This is a maternity cover in a fast-paced, high-volume environment. You will proactively contact eligible patients about a designated care pathway, explain available options, and offer referrals to appropriate support services to ensure they receive the help they need. A minimum of 100 outbound calls per day is expected.

Main duties of the job

• Engage with patients via telephone daily, providing excellent customer service and a positive experience.
• Make high volumes of outbound calls, consistently meeting or exceeding daily call targets.
• Record and update patient responses promptly and accurately across multiple systems.
• Build trust and rapport with patients to encourage participation and honest responses.
• Follow processes, guidelines, and policies to maintain quality and compliance.
• Communicate outcomes effectively to colleagues and partner organisations.

Knowledge, Training and Experience

Essential

• Educated to NVQ level 3 in a relevant subject or equivalent qualification or significant relevant experience
• Experience in an administrative environment and working with computerised data systems
• Working knowledge of Microsoft Office including Outlook, Word and Excel
• Understanding of Data Protection legislation
• Experience dealing with members of the public via telephone
• Clear communicator with excellent written and verbal skills
• Ability to follow a call handling script while adapting to queries
• Excellent customer service manner
• Ability to work effectively as part of a team
• Problem solving skills and ability to work on own initiative in changing timescales
• Commitment to equality of opportunity and confidentiality
• Professional, calm and efficient manner; commitment to professional development
• Positive and flexible approach to work

Desirable

• Experience in a health care environment and use of GP clinical systems
• Understanding of current NHS issues
• Ability to use motivational interviewing or health coaching techniques

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act 1975 and will require a DBS disclosure.

Employer details

Employer name: NHS Norfolk and Waveney Integrated Care Board

Address: NWICB HEAD OFFICE / REMOTE, County Hall, Martineau Ln, Norwich, NR1 2DH

Employer's website: https://improvinglivesnw.org.uk/about-us/our-nhs-integrated-care-board-icb/