CallEEAST Advisor

Location: Norwich 

Job Type: Fixed Term  

Duration of booking: Until 31 December 2025 

Proposed start date: 24/09/2025

Pay Rates: £13.68 PAYE holiday inclusive 

Hours / Working Days: 37.5 hours per week / Monday to Friday, 9am – 5pm 

Sector: Healthcare 

Based: Office / Hospital 

Post summary:

The role of the CallEEAST Advisor is to answer operational calls that come into the Contact Centre, providing the first point of contact for many callers 

The calls will include a non-emergency call handling service for clients, both internal and external. These include Patient Transport Eligibility Screening, GPs, Community Nursing, Midwifery Services, Social Services, Engineers, Solicitors, and various others. 

The Advisor will provide accurate assistance over the telephone, using the appropriate software/triaging tools and, if necessary, will put the caller in touch with other Service Providers, as appropriate. 

Advisors will also give advice to clients, as directed by Clinical Triage Protocols and Procedures. This will involve following a set process when applying the clinical triage software. 

The position requires interaction not only with the public but also other Healthcare Professionals, Emergency Services, community organisations, and external stakeholders. 

The call centre is open 24 hours per day, 365 days per year, and it is a requirement of the job that Advisors (whole time, part time, or bank staff) will be available to work weekend and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties. 

The call centre is a busy environment, and candidates need to be aware that the job is fast paced for the majority of time on shift.

Key Result Areas:

• Form part of a Team of Call Handlers who will provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts. 

• Receive and record telephone calls from a range of people/personnel/patients, including Health Service Professionals and other NHS and commercial clients. 

• Provide advice/signpost clients as directed by the individual protocols and procedures. This will involve following a set process and transferring accurate details onto specific software. 

• Ensure that the information you are requesting and recording is recorded accurately, to the fullest extent possible. 

• Maintain confidentiality in relation to personal data held in accordance with the Data Protection Act and Trust Caldicott Guardianship Principles. 

• The Call Handler is responsible for the guidance, support and supervision of new staff during their training period, influencing their development, training, mentoring and coaching them, and identifying and explaining Contact Centre policies and procedures. 

• Assist with meeting KPIs and client specific targets by ensuring that whenever possible all calls are answered within CallEEAST guidelines and to achieve compliance with agreed standards (relating to speed of call pick up and also call content). 

• Work as an effective member of a high-performance Team, ensuring self-awareness of surrounding environment and events and fellow colleagues. 

 Skills

• Excellent verbal communication skills 
• Keyboard skills 
• Windows application literate 
• Literate and able to communicate clearly 

Experience

• Significant experience in a role dealing with the general public, face-to-face or on the telephone 
• Experience of working as part of a team 
• Previous experience in a clinical/healthcare setting

Personal Qualities, Abilities and Attributes

• Calm, assertive, flexible, approachable, personable 
• Ability to remain organised and calm under pressure 
• Ability to concentrate on repetitive tasks with excellent attention to detail 
• Ability to multitask