Call Handler (999)

Welsh Ambulance NHS Trust; Carmarthen; On-site; GBP 21,000 - 32,000; Full time

Job summary

Welsh Ambulance Service NHS Trust is seeking a 999 Call Handler to efficiently input details onto a computer system while maintaining calm, courteous communication with the public and health professionals.

The role involves working in a high-pressure environment with an alternating shift pattern, including weekends and bank holidays. Welsh language skills are desirable, and the team values reliable, team-oriented individuals who can adapt to changing situations.

Qualifications

• GCSEs including Maths and English are required.
• NVQ Level 2 in a professionally related subject preferred.

Responsibilities

• Input details quickly and accurately on a computer system.
• Liaise with members of the public and health care professionals.
• Work alternating shifts including out of hours, bank holidays and weekends.
• Welsh language skills are desirable.

Skills

Interpersonal skills

Public communication

Teamwork

Under pressure

Welsh (desirable)

Education

GCSEs (Maths & English)

NVQ Level 2

Job description

The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a 999 Call Handler.

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.

You must be over the age of 18 to apply for this position.

This role is not eligible for sponsorship as per the Governments UK VISA and Immigration Rules and Regulations.

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.

About us

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 responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents.

Person Specification

Qualifications and Knowledge

• 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
• NVQ Level 2 in a professionally related subject

Experience

• Dealing with the public on the phone
• Working as part of a team
• Experience of working in a call entre environment
• Experience of working within a multi-disciplinary, multi-agency team

Skills and Attributes

• Excellent interpersonal 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
• 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

Other

• Able to commute to work in unsociable hours, for regular shift work, including weekends and public holidays.

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.