Job summary

Contact Centre Telephone Agent Band 3 - £25,760 - £27,476 per annum, pro rata 3 shifts available: 1 Full Time & 2 Part Time Please see below details for these shift patterns. When applying, please specify which shift you are applying for.

Shift 1: Sunday -Thursday 8am-4pm - FULL TIME SHIFT

Shift 2: Monday 12pm-8pm, Tuesday midday-8pm, Wednesday 4pm-8pm, Friday 8pm-midnight - 23.5 hours

Shift 3: Tuesday night shift midnight-8am, Thursday 8am-8pm, Saturday 8am-4pm, Sunday 4pm-midnight 8am-4pm - 26.5 hours

The Lodge, Wickford

Are you passionate about helping others? Do you thrive in a fast-paced, team-oriented environment? Join our dedicated team of NHS 111 option 2 & Contact Centre Agents and play a vital role in providing essential healthcare support to the community.

About the Role

As a 111 option 2 & Contact Centre Agent, you'll be the first point of contact for patients seeking urgent mental heath advice, guidance, or assistance in addition to supporting other trust services. Your role will be taking details from patients, and where necessary escalate cases to healthcare professionals.

This is a 24/7 365 service.

Please only apply if you are available to cover any of the above hours. Please note, this is a hybrid working model which will involve working 50% of the agreed shifts from the Office, and 50% remote working.

Main duties of the job

Key Responsibilities

o Answer incoming calls promptly and professionally, providing a calm and empathetic approach.

o Accurately document patient details and outcomes in line with confidentiality and data protection standards.

o Liaise with clinical teams and other healthcare providers to ensure patients receive the best possible care.

o Remain calm under pressure, managing challenging or distressing situations with professionalism and sensitivity. It is important to stress, some of these calls are of a distressing nature.

Details

• Date posted: 02 November 2026
• Closing date: 09 November 2026
• Pay scheme: Agenda for change
• Band: Band 3
• Salary: £25,760 to £27,476 a year per annum, pro rata
• Contract: Permanent
• Working pattern: Full-time, Part-time
• Reference number: 364-B-593
• Job locations: The Lodge, Runwell Chase, Wickford, SS11 7XX, United Kingdom

Job description

Job responsibilities

Please refer to the attached job description and person specification for full details of the role. Please contact Annika Guy for any more information.

Person Specification

Education/Qualifications

Essential

• GCSEs in Maths and English at grade 4 (or C) or above (or equivalent qualification / experience

Desirable

• Good working knowledge of Clinical Services provided by EPUT.

Knowledge

Essential

• Ability to communicate complex and sensitive information to professional and vulnerable groups where reassurance and motivational skills are required

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.

About us

EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;

• Season Ticket Loans
• NHS discounts for staff
• Excellent Training facilities and opportunities
• Buying and Selling annual leave scheme
• The 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

The Trust supports and actively encourages flexible working for all employees. We offer many options and 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 your employment

Join our Staff bank

What is Staff Bank?

Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.

All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.

If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.

Employer details

• Employer name: Essex Partnership University NHS Foundation Trust
• Address: The Lodge, Runwell Chase, Wickford, SS11 7XX, United Kingdom
• Employer's website: https://eput.nhs.uk/