Call Handler - First Point of Contact Centre - C9327-24-1592

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 shiftsincluding: Day Shifts -

• 7am to 8pm
• 9am - 10pm
• 7am - 3pm
• 2pm - 10pm
Night shifts -
• 21:30hrs - 07:30hrs
  
  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.

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. We have in excess of 5000 staff working over 50 sites, providing a diverse range of services. We strive to support an organisational culture that is welcoming, builds and celebrates inclusivity and diversity and provides a sense of belonging and trust. The annual NHS Staff Surveygives our people the opportunity to tell us about their experience working at the Trust. For the 2023 survey just over 2800 colleagues gave us their views (58.5%). It was great to see from the results that colleagues are saying that:
• 89.7% believe they are making a positive difference to patients/service users;
• 73.3% would recommend the organisation as a place to work;
• 82.4% agree that care of patients and service users is the organisations priority;
• 76.7% would be happy with the standard of care for a friend or relative
Our results put us as 5th nationally as a Community, Mental Health and Learning Disabilities NHS Employer of Choice and 1st equal amongst all NHS Provider Trusts in the South West. However, we know we have more to do and will continue to drive forward our commitment to making GHC a Great Place to Work.