Emergency Call Handler PT/FT - Essex

Mountain Healthcare Ltd; Braintree; Hybrid; GBP 20,000 - 28,000; Full time

Job summary

A leading healthcare provider in the UK is seeking an Emergency Call Handler to provide 24/7 support to individuals affected by sexual assault and rape. The ideal candidate will have excellent telephone and customer service skills, experience with call handling, and the ability to work under pressure in a fast-paced environment. This position offers flexible hours ranging from 16 to 40 hours per week and is subject to pre-employment checks, including an Enhanced DBS check.

Benefits

Enhanced sickness pay scheme

Enhanced Maternity Pay after 1 year

Advanced rota planning for better work-life balance

6 weeks annual leave

Pension Scheme

Life Assurance

Employee Assistance Programme

Qualifications

• Experience dealing with the public in a customer service role.
• Understanding of call handling and telephone triage.
• Ability to prioritize workload effectively and meet performance targets.

Responsibilities

• Provide 24/7 support for sexual assault and rape victims.
• Deliver high-quality telephone triage and manage high call volumes.
• Coordinate with Police and Social Services for forensic examinations.

Skills

Excellent telephone manner

Effective social skills

IT literate

Ability to deal with confidential information

Results-oriented communication skills

Stress management

Education

Minimum of 3 GCSEs at grade C or above or equivalent

Job description

Are you looking for a new and exciting alternative career path within the forensic care sector? How would you like to work for an innovative and market‑leading organisation? This is the perfect opportunity for a compassionate person with a desire to help others at the greatest time of need.

Main duties of the job

The right candidate needs to be able to multitask and work well under pressure. It's a very busy role, where no two days are the same (IT skills and Customer Service experience will be essential). We are looking for someone to join us 16 to 40 hours per week on various contracts available.

This Emergency Call Handler role would suit candidates with excellent telephone and customer service skills, an understanding of telephone triage, and previous experience as a Call Handler. All successful candidates will be subject to pre‑employment checks including an Enhanced DBS check, two satisfactory references, and Police vetting NVVP Level 2 checks.

About us

Founded by passionate clinicians on a mission to provide expert patient‑centred services, Mountain Healthcare leads the clinical forensic healthcare provisions sector in the UK. A premier partner of NHS England and the police, our unique provisions include Sexual Assault Referral Centres (SARCs), Police Custodial Healthcare, Secure Estate Healthcare and clinical telephone advice.

Job responsibilities

Provide 24/7 support to people affected by sexual assault and rape, working with professionals such as Police and Social Services to arrange forensic examinations at our Sexual Assault Referral Centres. Deliver high‑quality telephone triage and call handling, manage a high volume of calls under tight deadlines, prioritise workload and meet performance targets.

Company benefits

• Enhanced sickness pay scheme
• Enhanced Maternity Pay after 1 year’s service
• Enhanced Neonatal/Adoption Pay after 1 year’s service
• Advanced rota planning for better work‑life balance
• 6 weeks annual leave
• Pension Scheme
• Life Assurance
• Employee Assistant Programme
• Long Service/Team of the Month Awards
• A range of accredited and CPD training courses and masterclasses
• Funding for higher education courses after one year’s service

Qualifications

• Excellent telephone manner
• Effective social skills gained from experience dealing with the public
• An understanding of the call handling and telephone triage roles
• Effective communicator (both verbal and written)
• Results‑orientated with good communication and interpersonal skills
• IT literate
• Ability to deal with confidential/sensitive and distressing information
• Able to work under pressure
• Knowledge of health and safety issues
• Ability to prioritise workload and meet performance targets
• Active team player
• Demonstrates sensitivity to the needs of individuals and groups
• Able to prioritise tasks, and to manage conflicting demands on time and resources, to deliver objectives
• Ability to develop effective working relationships and demonstrate professional credibility with colleagues at all levels
• Self‑motivated – able to work on own initiative and work effectively as part of a team
• Able to manage stressful situations and make sound decisions
• Mature and professional approach to work.
• Able to demonstrate flexibility in terms of location and working hours
• Minimum of 3 GCSEs at grade C or above or equivalent
• Evidence of undertaking additional skills training, willingness to develop further
• Knowledge and understanding of equality and diversity issues
• A valid UK driving licence
• Ability to confidently use a computer and move quickly between applications (e.g. web and Email).
• Experience of liaising with multi‑disciplinary agencies
• Experience with rota management.
• Experience with team leading.
• Experience with Auditing staff performance.
• Experience with one‑to‑one and appraisals.
• Experience with HR systems and processes.
• Experience with training staff.
• Experience with resource planning & implementing operational changes.
• Experience collaborating data & information requests.

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.