CallEEAST Dispatcher (Bank)

East of England Ambulance Service NHS Trust; Norwich; On-site; GBP 20,000 - 25,000; Full time

Job summary

A regional ambulance service is seeking dedicated Call Handlers/Dispatchers in Norwich. The role involves answering operational calls and ensuring messages are passed accurately to relevant services. Applicants should be ready to work on weekends and holidays, contributing to a 24/7 non-emergency call handling service. We're committed to diversity and encourage applications from under-represented groups, offering flexible working options to support work-life balance.

Responsibilities

• Ensure all messages are accurately passed to the relevant contract within an appropriate timeframe.
• Answer operational calls that come into the contact centre.
• Provide assistance over the telephone using appropriate software/triaging tools.

Job description

Call Handler/Dispatcher

We are after Dynamic, fun, hardworking individuals to join our team here at CallEEAST as a Call Handler/Dispatcher.

The role of the Call Dispatcher is to ensure all messages are accurately passed to the relevant contract within an appropriate timeframe. This role requires a high level of accuracy. Dispatchers are also expected to answer operational calls that come into the contact centre and to provide assistance over the telephone using the appropriate software/triaging tools. If necessary, put the caller in touch with other Service providers, as appropriate. The position will require interaction not only with the public but also other healthcare professionals, emergency services and community organisations.

The call centre has a 24 hour function and it is a requirement of the job that call handlers (whole time, part time or bank staff) will be available to work weekend and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties.

The Commercial Services Contact Centre provides a 24/7 non‑emergency call handling service which includes Patient Transport Eligibility Screening, Telephone Answering Doctors Line, Message handling for Community Nursing and Midwifery Services. To clarify - we are NOT part of the 999 function within the Trust - our contracts are generally NON‑EMERGENCY.

You’ll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone’s throw away and the invigorating North Sea coast to the east.

At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non‑emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.

We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under‑represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

For further details / informal visits contact: Name: Damon Pritchard Job title: CallEEAST Operations Manager Email address: [e-mail] Telephone number: 07512 193653