At a Glance
- Tasks: Handle calls and assist member practices with appointment bookings in a supportive role.
- Company: Join a friendly and collaborative team at Central Durham GP Providers Limited.
- Benefits: Flexible part-time hours, access to pension scheme, and opportunities for professional development.
- Other info: Opportunity to work across various hub sites and contribute to a sustainable workforce.
- Why this job: Make a real difference in healthcare while developing your skills in a dynamic environment.
- Qualifications: Good standard of education, communication skills, and experience in an office or reception setting.
The predicted salary is between 20000 - 25000 £ per year.
Central Durham GP Providers Limited is looking for a motivated and proactive call handler to receive, assist and make direct phone calls to member practices of Durham East and Durham West Primary Care Networks. This part time role will cover Wednesday 10:30am- 18:30pm, Thursday 09:00am - 17:00pm, and Friday 10:30am - 18:30pm (22.5 hours). To navigate an appointment booking system for the Enhanced Access Service, answering a high volume of calls and providing general administrative support to colleagues as required. The right candidate will be able to support the team with day‑to‑day activities and provide an element of cover or additional resource to our Durham Enhanced Access Service. The role requires a flexible approach and the ability to work under the direction of the management team to improve standards across a wide range of organisational activities.
Main duties of the job:
- Being the first point of contact for member practices to arrange appointments in the Enhanced Access Service.
- Ensuring telephones are answered promptly and all calls are managed appropriately in a professional manner.
- Registering patients onto the SystmOne clinical system.
- Ensuring appropriate appointment types are booked in accordance with the request made by the requesting practice in line with policy.
- Ensuring patient records are accessed in accordance with the IG, Data Protection and Caldicott Principles.
- Using a variety of software packages (including Excel, MS Office and rota software).
- Exhibiting excellent communication skills and resilience for dealing with a high demand of calls and queries.
- Being a confident and hardworking team player with a can‑do approach to all tasks.
- Providing a positive and friendly approach to both patients and colleagues.
- Promoting and maintaining CDGPP core values.
- Operating within a working pattern that fits the operational hours of the service, with flexibility to cover additional shifts, including those of the Enhanced Access Service.
- Working across hub sites when required.
About us:
Central Durham GP Providers Limited aims to ensure patients registered within the Durham Constituency of the North East and North Cumbria (NENC) ICB are provided with high quality, cost‑effective health care when accessing services provided by CDGPP. The people at the heart of the Federation are a friendly, collaborative team who welcome and encourage innovative ways of working. We are building a sustainable workforce that is fully equipped and motivated for the work we undertake and constantly seek to expand opportunities that allow the development of our staff. CDGPP offers its own Terms and Conditions of employment which differ to the National NHS Terms and Conditions. As an employee, you will benefit from access to the National Employment Savings Trust (NEST) pension scheme.
Job responsibilities:
- The post-holder will be required to promote and support the mission and vision of the service for which they are responsible.
- Adapt to and support any changes that are implemented to improve the service.
- Provide a caring service and treat those with whom they come into contact with courteous and respectful manner at all times.
- Demonstrate commitment by the efficient completion of all tasks allocated to them.
- Carry out their duties and responsibilities in compliance with health and safety policy as well as statutory regulations.
- Adhere to equal opportunities policy throughout the course of their employment.
- Promote Equality, Diversity, Health and Safety of yourself as well as others.
Qualifications:
- Good standard of general education including Maths and English.
- Knowledge of Microsoft Word, Excel and Outlook.
Experience:
- Good interpersonal and communication skills.
- Proven experience of working in an office environment/busy reception.
- Awareness and maintenance of confidentiality.
- Accurate and methodical in completing tasks.
- Proactive and flexible with good time management.
- Working knowledge of SystmOne Clinical software and Staff Rota Systems.
Other:
- Full, valid driving licence and use of own car.
Disclosure and Barring Service Check:
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Federation Call Handler / Administrator employer: Job Search Place Limited
Central Durham GP Providers Limited is an excellent employer that fosters a supportive and collaborative work environment, ideal for those looking to make a meaningful impact in healthcare. With a focus on employee development and innovative practices, staff enjoy flexible working hours, access to a unique pension scheme, and the opportunity to contribute to high-quality patient care in the North East. Join a dedicated team that values your contributions and promotes a culture of respect and professionalism.
StudySmarter Expert Advice🤫
We think this is how you could land Federation Call Handler / Administrator
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Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
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Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Job Search Place Limited and show off your personality in person.
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Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
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We think you need these skills to ace Federation Call Handler / Administrator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Job Search Place Limited.
Get Familiar with Our Brand:Before applying, take some time to learn about Job Search Place Limited and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Job Search Place Limited
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Job Search Place Limited.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Job Search Place Limited will surely appreciate.
