CallEEAST Dispatcher (Bank) | East of England Ambulance Service Trust

East of England Ambulance Service NHS Trust; Norwich; On-site; GBP 10,000 - 40,000; Full time

Job summary

A regional ambulance service in the United Kingdom is seeking dynamic individuals for the role of Call Handler/Dispatcher. The position requires ensuring accurate message dispatching, responding to operational calls with high accuracy, and liaising with healthcare professionals and the public. Flexibility is essential as the role operates 24/7, including weekends and holidays. We encourage under-represented groups to apply, and we support diverse working arrangements to help balance personal and professional commitments.

Qualifications

• High level of accuracy required for dispatching messages and answering calls.
• Ability to assist callers using software/triaging tools.
• Experience interacting with healthcare professionals and emergency services.

Responsibilities

• Ensure accurate message dispatching to relevant contracts.
• Answer operational calls in the contact centre.
• Interact with public and healthcare professionals.

Job description

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 a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.

Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.

How to apply

1. Read the advert and the Job Description and Person Specification (attached)
2. Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.
3. Complete the online application and upload your statement. Please note, CVs are not accepted.

This advert closes on Wednesday 17 Dec 2025