111 Call Handler

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

Job summary

NHS 111 Wales is seeking a Call Handler in Swansea to join our fixed rota team. This permanent role offers 37.5 hours (full-time) or part-time options, with training provided and paid for a full-time start. Location: Matrix House, Parc Matrix, Swansea.

We welcome English and Welsh speakers; Welsh is desirable. Salary £26,813–£27,890 per annum pro rata plus shift enhancements for unsociable hours. Sponsorship is not offered for this post.

Qualifications

• Minimum 5 GCSEs or equivalent.
• Desirable NVQ Level 3 or equivalent.
• Experience dealing with the public on the phone.
• Working as part of a team and good telephony skills.
• Health service experience desirable.

Responsibilities

• Answer calls from the public for NHS 111 Wales Service.
• Remain calm, make quick decisions, and communicate clearly.
• Enter patient information accurately onto computer systems.
• Work in a team and adapt to a fixed rota.
• Complete training paid for full-time hours.

Skills

Interpersonal skills

Communication

Customer service

Critical thinking

IT skills

Welsh language

Education

GCSEs

NVQ Level 3

Tools

CRM software

Call centre software

Job description

Job summary

NHS 111 Wales, Call Handler, Swansea

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

Location: NHS 111 Wales, Matrix House, Parc Matrix, Swansea, SA6 8RE

Salary £26,813 - £27,890 per annum pro rata plus shift enhancements for unsociable hours.

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

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

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.

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

#RemarkablePeople

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 description

(No specific content provided; details can be found in attached documents)

Person Specification

Qualifications

Essential

• Minimum 5 GCSEs or equivalent

Desirable

• NVQ Level 3 or equivalent

Experience

Essential

• Dealing with the public on the phone
• Working as part of a team
• Good telephony skills

Desirable

• Experience of working in a call centre environment
• Health service experience

Skills

Essential

• Excellent interpersonal skills
• Excellent communication 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
• Problem solving skills
• Ability to follow and interpret policies and procedures

Desirable

• 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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.

Additional information

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.

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.

Employer details

Employer name

Welsh Ambulance NHS Trust

Address

Matrix House

Parc Matrix

Swansea

SA6 8RE

United Kingdom

Employer's website