Call Handler - First Point of Contact Centre

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 we are continually working to support healthy and happy high-quality teams 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 as it will lessen your chances of success in securing an interview with us .

Job overview
Are you someone who thrives in high-pressure environments?
Do you have a passion for being the first point of contact for those in crisis when they need us the most?
Can you provide a voice of reassurance and support to those in mental health crisis? If so, our First Point of Contact Centre is looking for people like you to make a real difference!
As a Call Handler, you will be the first point on contact for people calling our Mental Health 111 and crisis service.
Working as one of our Call Handling team, there will be a wide range of calls and you'll thrive amid the challenges this presents. You'll require an outstanding amount of resilience and emotional strength as you will be supporting patients with their mental health at their time of need. Your support will make a difference to the lives of our callers., The FPCC manages mental health routine, urgent and crisis referrals in to the trust, alongside managing the mental health crisis calls.
With just a single telephone number the FPCC delivers a much simplified and smoother experience for our service users and referrers to access mental health support through the Trust.
Alongside this, we also receive telephone calls, letters and e-mails from GP's, HCP's, service users, their representatives and referrers seeking mental health advice, mental health support and to access the local secondary mental health and learning disability services.
We're currently recruiting for a variety of shifts including:
Day Shifts -
+ 7am to 8pm
+ 9am - 10pm
+ 7am - 3pm
+ 2pm - 10pm
Night shifts -
+ 21:30hrs - 07:30hrs
Flexible working options can be considered., Please note that this role does not meet the criteria for sponsorship and therefore we are only able to consider applicants with unrestricted right to work in the UK due to the role not currently meeting the UK Government's Visa's & Immigration's requirements for a Skilled Worker Visa.
At Gloucestershire Health and Care NHS Foundation Trust, we are supportive of the people we care for in the community and aim to provide a fully responsive service to everyone who needs it. This is the same approach we take for our employees. We look to value the skills and experiences of those we work with, whether they are service users, carers, families or those looking to work with us.
Gloucestershire Health and Care NHS Foundation Trust is part of the NHS. We treat NHS patients according to NHS principles and standards. The difference is the Trust is accountable to local people, rather than to Government, and so we are able to work closely with our community to develop services in the way that best suits the needs of local people.
Our Staff Survey results showed people at our Trust feel they are engaged, part of a team and work for a compassionate and inclusive organisation.
Our overall scores were better than average in eight of nine themes and level in one - the best overall results for a community, mental health and learning disabilities Trust in the south west and first equal amongst all sector NHS providers within the region too., For more information please see the attached 'Additional Information for Applicants' document.
Salary Update
With effect from 1 April 2024, there is a 5.5 per cent consolidated uplift for all Agenda for Change (AfC) staff on NHS terms and conditions. This may change the salary that is advertised on this advert.
The national NHS Employers team are working through the processes required to implement the recently announced new Agenda for Change pay award for 1st April 2024 to 31st March 2025. The related national Pay Advisory Notice (which confirms the details including dates) is yet to be issued to employers.
If there is any further information, we will ensure you are updated accordingly.

We're looking for applications from people that are passionate about helping people in need, strive to deliver a quality and positive customer experience and want to develop their skills and knowledge of Mental Health.
Ideally, you'll have experience in mental 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 a great candidate.
In return you'll get to work as part of a supportive team, offering a variety of working patterns over a 24/7 rota and making a difference to people's lives every day.

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
+ Our Wellbeing line
+ Access to discounts and salary sacrifice schemes; including Cycle to Work, Car scheme and discounts on travel, leisure and retailers.