Agile Call Handling Support - Estuary Point, Liverpool

North West Ambulance Service NHS Trust; Liverpool; In loco; GBP 21.000 - 27.000; Tempo pieno

Descrizione del lavoro

North West Ambulance Service NHS Trust is seeking an Agile Call Handling Support at Estuary Point, Liverpool. You will manage inbound calls and emails, assess information, and signpost patients to appropriate services while using Windows-based systems.

The role supports 24/7 patient care with a focus on accurate data input, calm communication, and adherence to Trust policies. Training weeks are specified, and sponsorship is not provided.

Competenze

• GCSE or equivalent (English must be one)
• Strong communication and admin skills
• Ability to work under pressure and meet targets
• Willingness to work unsociable hours

Mansioni

• Receive and assess calls/enquiries to determine required service.
• Operate telephony and computer systems to signpost and transfer patients.
• Work 37.5 hours per week; shifts 0600-0030.
• Prepare for interviews during the assessment centre.
• Follow Trust policies and procedures and maintain high quality service.

Conoscenze

Communication skills

Attention to detail

Administration skills

Computer literacy

Keyboard skills

Patient care

Formazione

GCSE or equivalent

Descrizione del lavoro

Agile Call Handling Support - Estuary Point, Liverpool

Are you looking for a new career? One where you can really make a difference?

The ideal candidate will be responsible for managing inbound contacts ensuring they are managed appropriately in line with Trust policy and procedure, and ensuring the calls and emails are managed and directed appropriately. Inbound non-emergency calls will likely be received from various stakeholders, including patients and other NHS colleagues. The post holder will also use various elements of software in order to signpost and transfer patients to appropriate providers/services. The ideal candidate for this role will assess the information provided, provide clear, correct and appropriate advice whilst remaining calm under pressure.

Main duties of the job

NWAS call handlers provide a vital contribution to the provision of first class patient care, 24 hours a day, 7 days a week, 365 days a year.You will receive, understand, and assess contact/enquiries to establish the required service / solution, whilst simultaneously operating telephony and computer systems to manage calls and contacts, therefore computer / data input skills are essential in the role.

Through the Integrated Contact Centre we receive around 1000 calls per day. The role requires working under pressure and can be challenging however knowing you have made a difference makes this an exciting and extremely rewarding role, where no two shifts are the same.

We are looking for candidates who are:

Good communicators with an excellent telephone manner

Organised with a strong attention to detail

Good administration skills and enjoy working in a fast-paced environment

Computer literate - including inputting and accessing Windows based packages together with a high standard of keyboard skills

Highly motivated and passionate about delivering quality patient care

About us

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Job responsibilities

Assessment Centre and Interviews - WC 23/11/26 (dates are subject to change)

No leave permitted within the above training weeks Courses run Full Time 37.5hrs pwThe hours for the role are as follows:

- Monday to Sunday availability 0600-0030

For further details please look at the Job Description and Person Specification attached to this advert.

Come and join our team, be valued for the work you do and make a real difference in peoples lives.

Please be aware that this role does not currently meet the criteria for Skilled Worker (or Health & Care Worker as a sub-category) sponsorship. Candidates requiring sponsorship may wish to review their eligibility criteria at www.gov.uk before applying.

Person Specification

• Keyboard / data entry skills.
• Competent and confident user of computer-based information systems
• Demonstrable verbal & written communication skills.
• Ability to follow and interpret policy and procedures
• Demonstrable effective listening, analytical and decision-making skills
• Ability to deal with queries from the public/patients in a tactful and appropriate manner, demonstrating empathy and compassion.

Values and behaviours

• Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable

Qualifications

• Educated to GCSE standard or equivalent (one of which must be English), or in the absence of such, previous call handling/customer service experience.

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.