111 Call Handler

Welsh Ambulance NHS Trust; St Asaph; On-site; GBP 27,000 - 28,000; Full time

Job summary

Welsh Ambulance NHS Trust is seeking calibre staff for the NHS 111 Wales service at St Asaph. You will manage public calls, collect information quickly and accurately, and work collaboratively in a call-centre style setting. Training is provided and paid full-time for the initial period.

Successful applicants will show empathy, dignity and respect, and must be able to work within a fixed rota system. Welsh/English language skills are welcome.

Qualifications

• Minimum 5 GCSEs or equivalent.
• NVQ Level 3 or equivalent.
• Experience dealing with the public on the phone.

Responsibilities

• You will answer calls from the public for NHS 111 Wales.
• You will work as part of a team and maintain good telephony skills.
• Training will be provided and paid on a full-time basis during initial period.

Skills

Interpersonal skills

Communicate confidently

Flexible approach

IT skills

Critical thinking

Policy interpretation

Welsh language (desirable)

Education

GCSEs or equivalent

NVQ Level 3 or equivalent

Job description

Permanent - full time - 37.5 hours per week / part time - shift work.

Location: NHS 111 Wales, Ty Elwy, Unit 7, Ffordd Richard Davies, St Asaph Business Park, St Asaph, Denbighshire, LL17 0LJ

Contracted hours available - full time 37.5 and part time 30 / 24 / 22.5 / 20 / 18 / 15 all on a fixed rota. Rota's attached.

Please specify in your application how many hours and which rota you would like to apply for.

Main duties of the job

Can you remain calm and assertive in challenging situations? Are you looking for a rewarding role where no two calls are the same? Do you have the right attitude and skills to help us deliver our Mission of Right Care, Right Place, Right Time?

You will be answering calls from the public for the NHS 111 Wales Service (part of the Welsh Ambulance Service NHS Trust).

The ability to actively listen, make considered decisions and respond quickly and confidently is key to this role. The successful applicants will need to demonstrate they have worked as part of a team, ideally with a call centre background and will possess excellent communication skills. Excellent computer and keyboard skills are required as you will be entering patient information speedily and accurately onto a computer system.

Equally important is an ability to treat our patients with dignity, empathy and respect. For successful candidates, training will be provided and paid on a full-time basis (daytime hours for 5 weeks) and you must be able to commit to this and complete the training.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

You must be aged 18 or over to start in this role.

Please note we are unable to offer sponsorship for this post.

About us

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust's Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or

Qualifications

• Minimum 5 GCSEs or equivalent
• NVQ Level 3 or equivalent

Experience

• Dealing with the public on the phone
• Working as part of a team
• Good telephony skills
• Experience of working in a call centre environment
• Health service experience

Skills

• Excellent interpersonal skills
• Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills
• Flexible approach to work
• Sound IT skills
• Able to use critical thinking skills
• Ability to follow and interpret policies and procedures
• Ability to speak Welsh

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.

Unit 7, Ffordd Richard Davies, St Asaph Business Park

£26,813 to £27,890 a yearper annum, pro rata

Contract

Permanent

Working pattern

Full-time,Part-time

Reference number

020-ACS088-1126

Job locations

Unit 7, Ffordd Richard Davies, St Asaph Business Park