Call Handler

Welsh Ambulance Services University NHS Trust; Rhuallt; On-site; GBP 21,000 - 23,000; Full time

Job summary

Welsh Ambulance Services University NHS Trust is seeking a responsive call handler to input details rapidly onto computer systems while liaising with the public and health professionals. The role requires clear communication, strong teamwork, and the ability to work under pressure in a 24/7 environment.

Experience dealing with the public on the phone is essential, with Welsh language skills desirable. An AMPDS course will be undertaken on commencement, and evening/weekend shifts may be required.

Qualifications

• Minimum 5 GCSEs at Grade C or above, including Maths and English (or equivalent)
• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative
• To undertake AMPDS course upon commencement of the post
• Desirable: NVQ Level 2 in a professionally related subject
• Experience: Dealing with the public on the phone; working as part of a team; good telephony skills
• Desirable: Welsh language skills levels 1-5 understood and spoken

Responsibilities

• Liaise with members of the public and Health Care Professionals; input details onto computer systems accurately and quickly
• Work as part of a team in a pressurized environment with 999 calls
• Demonstrate excellent interpersonal and customer care skills

Skills

Excellent communication skills

Telephone handling

Interpersonal skills

Ability to work under pressure

Welsh language (desirable)

Education

Five GCSEs at grade C or above including Maths and English

AMPDS course (desirable)

NVQ Level 2 in a related subject (desirable)

Job description

The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential. The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial. Main duties of the job As part of the role you will liaise with members of the public as well as Health Care Professionals and good communication and customer care are essential skills required by the post. You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply. Welsh Language level 1 skills are desirable for this role.

• Minimum 5 GCSE's at Grade C or above, including Maths and English (or equivalent)
• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative
• To undertake AMPDS course upon commencement of the post
• Desirable
• NVQ Level 2 in a professionally related subject
• Experience Essential
• Dealing with the public on the phone
• Working as part of a team
• Good Telephony skills
• Desirable
• Health Service experience
• Experience of working in a call entre environment
• Experience of working within a multi-disciplinary, multi-agency team, 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.
• Able to work independently or as part of a team
• Self-Motivated
• Flexible approach to work
• Ability to follow and interpret policies and procedures
• Ability to work under pressure and remain calm
• Analytical approach to work
• Ability to use critical thinking skills
• Punctual
• Desirable
• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
• Evidence of self-development
• Evidence of assisting others to develop
• Able to commute to work in unsociable hours, for regular shift work, including weekends and public holidays.

#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.