999 Emergency Call Handler - Chelmsford

East of England Ambulance Service; Chelmsford; On-site; GBP 20,000 - 30,000; Full time

Job summary

Join a leading ambulance service as a 999 Emergency Call Handler in Chelmsford. In this dynamic role, you'll respond to emergency calls, utilizing a triage system to provide immediate support and guidance to those in distress, contributing meaningfully to community safety.

Qualifications

• 4 GCSEs at grade C or above including English.
• Effective verbal and written communication skills.
• Ability to work on own initiative and multitask.

Responsibilities

• Answer 999 calls in a timely manner.
• Utilize clinical triage software to deliver responses.
• Remain respectful and polite when speaking to patients.

Skills

Effective communication

Calm under pressure

Customer service skills

Ability to multitask

Empathy and compassion

Education

4 GCSEs at grade C or above

Equivalent Call Centre experience

Job description

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999 Emergency Call Handler - Chelmsford, Chelmsford

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Client:

East of England Ambulance Service

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

c9bcc6b71d1c

Job Views:

4

Posted:

02.07.2025

Expiry Date:

16.08.2025

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Job Description:

EEAST is a great place to work, great people, great career opportunities and a career that can take you anywhere. No two days are the same, if you are looking for a varied and supportive environment EEAST can offer you that and more!

Hear why our employees think it is such a great place to work:

-Great employee benefits:

-Our equality networks:

-Our vision & values:

Before you apply, please visit our how to apply page for full guidance:

Job overview

Can you keep a cool head at times of crisis? Do you care about others? Do you want a career helping those in need? If the answer is yes, then this could be the job for you!

We are looking for Call Handlers to work8 hour shifts flexibly across 9am to midnight, Monday to Sunday.

Our emergency call handlers are committed, enthusiastic individuals who care about people. They must have the ability to listen and respond, processing information quickly and accurately into the Computer Aided Dispatch system. Customer service skills are important and the ability to remain calm and supportive as some callers will be experiencing significant distress and trauma, including the loss of a loved one. Being able to remain focused on giving the right advice and support despite experiencing the emotions of others is a real skill and strong calm communication is required.

All the training and mentoring you will need to undertake this role will be provided – no clinical experience is required; however, we do ask that you read the pre employment guidance which will support you when you commence training.

All of the instructions and advice you will be giving to callers/patients is managed through a triage tool, it is intuitive and will present to you at the right time.

No clinical experience is required, and although some call-centre experience would be an advantage, it is not essential.

Main duties of the job

Answer 999 calls that come into the Emergency Operating Centre in a timely manner. Utilise the clinical triage software system you will have been trained in to deliver a category of response to our callers. Please note, there may be a change to this software, in the future and if so, full training will be provided. You are required to be polite, courteous and respectful at all times when talking to patients, callers and your peers, in line with the Trusts values and behaviours. Working for our organisation

EEAST provides emergency services across a diverse region. Our Call Centre teams are a dedicated and resilient group, as the first point of contact with patients in their time of need.

Working for our organisation

You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.
At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.
We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

Detailed job description and main responsibilities

For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.

Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.

How to apply
Step 1 - Read the advert and the Job Description and Person Specification (attached)
Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.
Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.

Person specification

Qualifications

• 4 GCSEs at grade C or above (or an equivalent qualification) including English or equivalent suitable Call Centre experience.
• Effective verbal and written communication skills
• Work on own initiative
• Prioritise and undertake numerous tasks simultaneously
• Remain calm under pressure
• Work as part of a high performance team

Personal Attributes

• High standards of personal professionalism
• Determination to meet targets
• Ability to judge priorities when dealing with emergency situations
• Willingness to learn
• Empathy and compassion

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Candidates who require a Skilled Worker visa to work in the United Kingdom can determine the likelihood of obtaining a Certificate of Sponsorship for this position by assessing their circumstances against the criteria specified on theCheck if you need a UK visa - website. We encourage all applicants to review these criteria carefully to understand their eligibility for sponsorship.

References and Employment History: All references from current and previous employers, will be sought via their Human Resources Department and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and email address of the Human Resources Department and indicate your current/previous line manager and their departmental details.

All appointments will be subject to currently having a clean disciplinary record.

Please be advised that a No Smoking Policy is in operation throughout the Trust.

Guaranteed Interview Scheme - Under the Trust's commitment 'Positive about Disabled People', if you consider yourself as having a disability and you meet the minimum selection criteria for any post, you will get an automatic interview. By minimum selection criteria we mean that you must provide us with evidence in your application form which demonstrates the essential requirements as set out in the person specification and advertisement for a post.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications, regardless of age, race, religion & belief, sex, gender reassignment, sexual orientation, marriage & civil partnership, pregnancy & maternity or disability.