Senior Call Handler

Are you passionate about making a difference to people experiencing mental health distress? The Initial Response Service (IRS) is seeking experienced and compassionate Senior call handlers to join our team. This is an exciting opportunity to play a key role within a developing service, acting as an experienced first point of contact for people accessing mental health support across Norfolk and Suffolk. As a Senior Call Handler, you will manage complex and sensitive enquiries, support safe and timely access to services, and provide day-to-day guidance and support to colleagues, helping to maintain high standards of care and customer service. You will join a supportive team environment that values compassion, learning, and professional development, with opportunities to help shape and influence the future of the Initial Response Service.,

• Receive, assess and manage complex, sensitive and high-risk enquiries and referrals received through the Initial Response Service.
• Act as the first point of contact for Band 3 Call Handlers, providing advice, guidance and support in managing challenging situations.
• Ensure referrals are accurately recorded, prioritised and routed in line with agreed pathways and service standards.
• Support the coordination and scheduling of appointments and onward referrals across mental health services.
• Provide information and signposting to service users, carers and professionals regarding local statutory and voluntary sector services.
• Supervise, support and help develop Band 3 Call Handlers through coaching, induction support and sharing best practice.
• Maintain effective communication with multi-disciplinary teams, partner agencies and external professionals to support safe and timely care.
• Contribute to service quality improvement, audits, performance monitoring and the ongoing development of the Initial Response Service.
• Promote a positive, supportive and inclusive team culture, ensuring Trust values are embedded in everyday practice.
  
  This role is ideally suited to individuals with strong communication skills, experience of handling complex situations, and a commitment to delivering high-quality, person-centred services for patients, carers, and partner organisations.
  
  At Norfolk and Suffolk NHS Foundation Trust, inclusion is at the heart of how we work. We are committed to creating a fair, transparent and accessible recruitment process where every candidate has the opportunity to succeed.
We actively encourage applications from people from all backgrounds, particularly those currently underrepresented in our workforce, including those from the global majority. We recognise that not everyone has equal access to opportunities and are working to address this. We are committed to providing reasonable adjustments throughout the recruitment process and ensuring all candidates receive a positive and equitable experience. Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive. Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.