999 Emergency Call Handler - Norwich

East of England Ambulance Service NHS Trust; Norwich; In loco; GBP 23.000 - 28.000; Tempo pieno

Vantaggi offerti da questo lavoro

Paid training period

Flexible working requests

Training provided

Descrizione del lavoro

East of England Ambulance Service NHS Trust is seeking Call Handlers to work 12 hour shifts, Monday to Sunday, with a mix of day and night shifts. No clinical experience required; full training provided.

You will answer 999 calls at the Emergency Operating Centre, using triage software to determine appropriate response while remaining calm and empathetic under pressure. Two Level 2 qualifications (one in English) are required.

Competenze

• Two Level 2 qualifications (or equivalent) required, with one in English.
• Strong customer service skills and ability to stay calm under pressure.
• Experience with or ability to use computer-aided dispatch systems.

Mansioni

• Answer 999 calls in a timely manner and log details.
• Use triage software to determine appropriate response.
• Be polite, courteous and respectful to callers and peers at all times.

Conoscenze

Customer service

Calm communication

Active listening

Data entry

Formazione

Two Level 2 qualifications (eg. GCSE Grade 4/C, pass in Functional Skills) of which one must be in English

Strumenti

Computer Aided Dispatch system

Descrizione del lavoro

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 work 12 hour shifts from Monday to Sunday. This will be a mixture of day and night shifts

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.

Please be aware we are looking for Full Time staff only, the Training & Mentoring period is fully paid & hours are Full Time.

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.

Please be aware that you will be asked to provide evidence of the essential qualifications for this role prior to being selected for interview, these are; Two Level 2 qualifications (eg. GCSE Grade 4/C, pass in Functional Skills (or above)) of which one must be in English. 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.

For further details / informal visits contact: Name: Rob Hazell Job title: Recruitment Specialist - EOC Email address: [e-mail] Telephone number: 07731003176