Call Handler - First Point of Contact Centre

Communicating effectively with a wide range of people including patients who could be distressed, colleagues, team managers and members of the public, ensuring at all times that a professional approach is presented. To use core key skills to de-escalate and manage distressed, vulnerable and challenging patients who have made contact with the service and may be feeling suicidal. Transferring internal and external calls, mail, e-mails and taking messages, ensuring that all requests/issues are actioned or passed on and followed up in a timely manner. Using Microsoft office applications such as Microsoft Word for word processing. Actively participating in team meetings and discussions with colleagues and manager to make constructive suggestions as to how services could be improved within own work area, and implementing such changes with guidance from line manager As far as possible within own role, ensure a professional, proactive service is provided to callers, including helping as far as
possible with the absence of colleagues to deal with enquiries and avoid potential delays and/or problems Ensuring that all departmental spreadsheets and Information Systems are accurate and are kept up to date Prioritise own workload, organising work to meet priorities and highlighting to appropriate colleagues when potential problems may occur Keep all files, systems, and paperwork up to date in line with departmental procedures, highlighting any difficulties or potential issues to the line manager Ensure all paperwork is filed or shredded promptly and securely Carrying out general administrative tasks for the department to agreed standards and timescales, e.g. photocopying, sending out correspondence and documents, etc. Order office stationary as necessary Undertake other support functions as requested by the Team Manager Acts in ways that; support equality and value diversity. Treat everyone with whom you come in contact, with dignity and respect & recognise and report behaviour that