Contact Centre Call Handler – NHS Community Gateway

About the role

We are seeking an enthusiastic and motivated individual to join the Community Gateway contact centre, the central hub for all Northeast Essex Community Services. The centre operates 8 am‑8 pm, seven days a week, offering a range of shift patterns.

Key responsibilities

• Answer inbound calls from patients, families, carers, GPs, hospitals, 111 and other healthcare professionals.
• Manage requests via the Gateway system, confirming appointments, acknowledging referrals and sign‑posting information to the appropriate teams.
• Perform administrative duties including registering and logging referral data into IT databases and Microsoft systems.
• Communicate through multiple channels such as phone, email and MS Teams while maintaining a high standard of service.
• Work on a rota basis, providing flexible coverage across various shift times.

Required profile

• Excellent telephone manner and ability to work well under pressure.
• Flexible approach to working hours and willingness to cover additional shifts when needed.
• Motivated, enthusiastic and able to operate within a team‑oriented environment.

Required skills

• Proficiency with Microsoft Teams.
• Strong knowledge of Microsoft Office applications (Word, Excel, Outlook).
• Experience entering and managing data in IT databases.
• Effective use of email for professional communication.

What we offer

• Comprehensive training and development opportunities.
• Flexible working options and a supportive staff wellbeing programme.
• Generous pension scheme and unsocial hours payments where applicable.
• 27 days of annual leave on commencement (pro‑rated) and access to NHS discounts.