Call Handler

Job Description

An exciting opportunity has opened for a Call Handler to join our supportive Outpatient Booking Team at the Royal United Hospital in Bath. If you have strong customer service skills, great communication, and excellent organisational abilities, this Call Handler role could be a perfect fit for you! You’ll work within the Outpatient Booking Centre, providing essential support by handling calls and booking outpatient appointments, ensuring patients receive high-quality care right from the start of their journey. Join a caring and professional team dedicated to making a positive difference in patient care.

Main Duties of the Call Handler Job

Call Handler Key Responsibilities

As a Call Handler, you will manage both incoming and outgoing calls in a polite, professional, and timely manner. You’ll assist patients with appointment bookings, reschedules, and general enquiries, ensuring every patient interaction is handled with care and attention.

• Answer calls within agreed timeframes

• Provide clear, helpful information to patients and carers

• Reschedule appointments sensitively if cancelled or postponed

• Manage difficult conversations, including with distressed or anxious patients

• Directly liaise with patients, GPs, and internal teams

• Signpost complaints to relevant teams like PALS when necessary

• Offer non-clinical advice regarding outpatient services

Why Join as a Call Handler at RUH Bath?

Working as a Call Handler at the Royal United Hospital means being part of a compassionate and inclusive environment where staff wellbeing and career development matter. RUH is recognised among the UK’s top 20 hospitals to work for, offering a culture built on kindness, teamwork, and learning.

Benefits include:

• Supportive, diverse workplace culture

• Staff networks and wellbeing initiatives

• Professional growth opportunities

• State-of-the-art facilities including the Dyson Cancer Centre

• Access to health and wellness resources — and even a staff swimming pool!

Who Can Apply for This Call Handler Role?

We’re seeking candidates with excellent attention to detail and previous customer service experience, especially in call handling environments. You should be calm under pressure, flexible, and a reliable team player.

Essential:

• Experience dealing with the public by telephone

• Ability to stay calm and professional under pressure

• Understanding of patient confidentiality

• Strong teamwork skills

Desirable:

• Previous experience in a call-handling environment

• Familiarity with the Millennium system