Band 2 Duty Call Handler - North Bristol

We're looking for a Band 2 Call Handler to join our locality team within a large Mental Health Trust. This role will primarily involve handling calls on our duty line, providing essential support to the North Bristol Assessment and Recovery Team.

Working in the NHS is both rewarding and fast-paced. Your main responsibility will be managing incoming calls on the duty line, ensuring queries are directed appropriately and handled efficiently. You'll have support from our Band 3 Administrators, as well as Band 4, 5, and 6 Clinicians.

Being based in the office, being part of the duty team, fielding calls from the service users on the caseload, their carers and other professionals.

Answer telephone enquiries and provide basic non-clinical advice, in some instances to answer admin queries from clinical staff and from service users and carers

Provide general administrative support, as delegated by more senior admin colleagues, and to support service delivery.

Clear communication with colleagues in the Recovery team, maintaining both written and verbal accounts.

Maintain basic records, using established systems.

Type and word process documents, including basic letters.

Distribute correspondence as directed and undertake simple filing tasks.

Arrange meetings as directed by more senior admin colleagues.

We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust) a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.

We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.

Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.

At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.

• Provide non-clinical administrative information to colleagues, service users and others, this may include, for instance, providing information about appointments and admissions.
• Undertake reception duties as required, including room bookings and undertaking general environmental checks. Log maintenance calls and generally support the smooth operation of the office/team base.
• Type documents and undertake basic word processing tasks as required; this will be simple documents, some content may, on occasions, be distressing.
• Take and/or transcribe notes when required by more senior admin colleagues, seeking support and guidance as required.
• Input data into simple spreadsheets, using established procedures and using established databases, seeking support and guidance as required.
• Run standard reports from established systems, following closely the clear guidance of others.
• Organise straightforward activities such as meetings; some on an ongoing basis, seeking support and guidance as required.
• Enter information into diaries, arrange meetings and resolving simple issues such as conflicting appointments and schedules, seeking support and guidance as required.
• Support more senior administrative colleagues to demonstrate duties to new starters, as required.
• Participate in supervision sessions with your designated line manager / supervisor.
• Maintain confidentiality of all information to which you have access, working within clear guidelines, and seeking advice from your supervisor as required.

• Basic educational attainment such as GCSE English and mathematics or the potential to achieve this level of education / skills equivalent
• Ability to carry out standard administrative tasks.
• Knowledge of administration or administrative procedures and systems, some of which are routine activities such as answering queries, acquired through experience and training.
• Dexterity co-ordination for keyboard skills or equivalent
• 5 GCSEs, grades A-C or equivalent
• Experience with an NHS/private mental health setting

• Experience of working as part of a team

• Experience of working within an office environment

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.