Call Handler

Job summary

We are looking to recruit a motivated and enthusiastic Call Handler to work within our NHS Gloucestershire Talking Therapies Administration Hub on a permanent basis.

The Administration Hub manages incoming referrals from patients and professionals, as well as supporting the wider NHS Gloucestershire Talking Therapies team with administration tasks.

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 a number of other roles within the hub as required. You will have an excellent telephone manner, putting patients at ease as they ring into the Administration Hub. You will be able to work effectively within a small team, but also relate well to the wider NHS Gloucestershire Talking Therapies team 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.

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

About us

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.

Details

Date posted

03 March 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year Per annum

Contract

Permanent

Working pattern

Full-time

Reference number

327-26-160

Job locations

Eastgate House

121-131 Eastgate Street

Gloucester

GL1 1PX

For further information and to apply, click on the APPLY BUTTON at the bottom of this advert to view the supporting documents or apply online