Call Handler FPCC

Job summary

Are you looking for a new and exciting opportunity? Do you want to be part of an evolving service?

We are the First Point of Contact Centre (FPCC) for Gloucestershire Health and Care NHS Foundation Trust Mental Health services.

• Our service has expanded to encompass the changing need of routine, urgent and crisis referrals in line with local and national guidance.
• We deliver an extended 7 day a week service which will encompass 24/7 working including night shifts, which accepts professional and self-referrals in to the trust covering mental health crisis, urgent and routine referral

• We are based alongside our emergency service colleagues, Police/Fire and we work collaboratively with them.

Come join the team to be the First Point of Contact with referrers and service users to ensure they are engaged, treated with compassion and receive the highest quality of care at the start of their journey with Gloucestershire Health and Care NHS Foundation Trust.

Learn more about the team here:

First Point of Contact Centre > Glos Health & Care NHS Foundation Trust (ghc.nhs.uk)

Main duties of the job

The FPCC receives 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. Alongside this, we also manage mental health crisis calls and referrals in to the Trust. With just a single telephone number the FPCC delivers a much simplified way for service users and referrers to access the Trust.

We are looking for individuals with call handling experience, mental health care experience, customer care skills and a desire to make a difference.

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

24 November 2025

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

327-25-670-A

Job locations

FPCC, Gloucestershire Emergency Services Centre

Waterwells

Gloucestershire

GL2 2BP

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