Call Handler (999)

Welsh Ambulance Services; St Asaph; On-site; GBP 26,000 - 32,000; Full time

Job summary

The Welsh Ambulance Service NHS Trust is inviting applicants to join the Clinical Contact Centre Team as a 999 Call Handler. You will input details quickly and accurately onto a computer system, with listening and keyboard skills being essential.

The role can be pressured and requires good interpersonal skills and experience of working in small teams; you will liaise with the public and Health Care Professionals, and you must be able to work an alternating shift pattern including out of hours,

Qualifications

• 5 GCSEs at Grade C or above, including Maths and English
• Dealing with the public on the phone
• Ability to work as part of a team

Responsibilities

• Liaise with the public and Health Care Professionals and provide excellent customer care
• Input details quickly and accurately onto a computer system; listening and keyboard skills are essential
• Work an alternating shift pattern of variable length including out of hours, bank holidays and weekends

Skills

Excellent interpersonal skills

Excellent communication skills

Customer service skills

Team player

Self-motivated

Flexible approach to work

Ability to work under pressure

Welsh language skills (desirable)

Education

5 GCSEs incl Maths & English

Job description

Job overview

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.

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.

Working for our organisation

#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.

Detailed job description and main responsibilities

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

Person specification

Qualifications and Knowledge

Essential criteria

• 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 criteria

• NVQ Level 2 in a professionally related subject

Experience

Essential criteria

• Dealing with the public on the phone
• Working as part of a team
• Good Telephony skills

Desirable criteria

• Health Service experience
• Experience of working in a call entre environment
• Experience of working within a multi-disciplinary, multi-agency team

Skills and Attributes

Essential criteria

• 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 criteria

• 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

Essential criteria

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