Contact Centre Telephone Agent | Essex Partnership University NHS Foundation Trust

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About the Role As a 111 option 2 & Contact Centre Agent, you will be the first point of contact for patients seeking urgent mental health advice, guidance, or assistance in addition to supporting other Trust services. Your role involves taking details from patients and, where necessary, escalating cases to healthcare professionals. Working Pattern This is a 24/7, 365 day service. Shift patterns are in blocks of 4 or 8 hours, with a mixture of shifts available. The hybrid working model will involve working 50% of the agreed shifts from the office and 50% from remote locations. Working pattern: Monday, Wednesday, Thursday and Friday 12pm-8pm; Sunday 8am-4pm. Key Responsibilities
Answer incoming calls promptly and professionally, providing a calm and empathetic approach. Accurately document patient details and outcomes in line with confidentiality and data protection standards. Liaise with clinical teams and other healthcare providers to ensure patients receive the best possible care. Remain calm under pressure and manage challenging or distressing situations with professionalism and sensitivity.
Benefits and Development
Season ticket loans NHS discounts for staff Excellent training facilities and opportunities Buying and selling annual leave scheme Opportunity to work bank shifts and expand knowledge and experience in other areas Salary-sacrifice schemes including lease cars and cycle-to-work Day-one flexible employer
Flexible Working The Trust supports and actively encourages flexible working for all employees. You are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible-working request from the first day of employment. #J-18808-Ljbffr
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Location:
Wickford
Job Type:
FullTime

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