Call Handler (999)

The Methodist Church in Britain; St Asaph; On-site; GBP 26,000 - 32,000; Full time

Job summary

Welsh Ambulance Service NHS Trust is seeking a dedicated 999 Call Handler to join the Clinical Contact Centre Team in Wales. You will take emergency calls, enter details promptly into the computer system and coordinate with the public and healthcare professionals to ensure timely responses.

The role involves working alternating shifts, including out-of-hours, bank holidays and weekends; Welsh language skills are desirable. An AMPDS course is completed after starting the post.

Qualifications

• GCSEs at grade C or above, including Maths and English, or equivalent.
• Experience in a public-facing or call-centre role is beneficial.
• Ability to follow policies and procedures accurately.

Responsibilities

• Handle 999 calls within the Clinical Contact Centre Team.
• Input call details speedily and accurately onto a computer system.
• Liaise with the public and healthcare professionals.
• Work alternating shifts, including out-of-hours, weekends and bank holidays.

Skills

Listening

Interpersonal skills

Communication skills

Working under pressure

Policy comprehension

Analytical thinking

Education

GCSEs including Maths & English

Job description

This is a 999 Call Handler post in the Clinical Contact Centre Team at the Welsh Ambulance Service NHS Trust. The core work is taking emergency calls and entering details quickly and accurately onto a computer system, while liaising with members of the public and healthcare professionals. The post runs on alternating shifts of variable length, covering out-of-hours, weekend and bank holiday work, in a pressured setting where Welsh language skills are desirable. Successful applicants must undertake the AMPDS course once in post.

What the job involves

• Handle 999 calls within the Clinical Contact Centre Team
• Input call details speedily and accurately onto a computer system
• Liaise with members of the public and healthcare professionals
• Work alternating shifts of variable length, including out of hours, bank holidays and weekends

Qualifications

• Minimum 5 GCSEs at grade C or above, including Maths and English, or equivalent

Experience

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

Skills & knowledge

• Listening and keyboard skills
• Excellent interpersonal and communication skills
• Confident communication with the public or customer service experience
• Working under pressure and remaining calm
• Following and interpreting policies and procedures
• Critical thinking and an analytical approach

Other

• Completing the AMPDS course after starting
• Commuting to work for unsociable hours, shift work, weekends and public holidays
• Working within clearly defined limits
• Adding value and using own initiative
• Flexible approach to work
• Self-motivation and punctuality

Nice to have

• Welsh language skills at levels 1 to 5 in understanding, speaking, reading and writing
• NVQ Level 2 in a professionally related subject
• Health service experience
• Experience of working in a call centre environment
• Experience of working within a multi-disciplinary, multi-agency team
• Evidence of self-development
• Evidence of assisting others to develop