Emergency Call Handler

Mountain Healthcare; England; Hybrid; GBP 100,000 - 125,000; Part time

Job summary

A leading healthcare provider in the UK is seeking an Emergency Call Handler to support individuals affected by sexual assault in a busy 24/7 contact centre. This role offers flexible part-time hours between 16 to 40 hours per week and requires excellent customer service skills and telephone experience. Candidates must be able to multitask, manage confidential information, and work effectively under pressure. Benefits include enhanced sickness pay, annual leave, and professional development opportunities.

Benefits

Enhanced sickness pay scheme

Well-being programme

Pension scheme

6 weeks annual leave

Qualifications

• Experience dealing with the public is essential.
• Must be able to multitask and work well under pressure.
• Willingness to undergo additional skills training.

Responsibilities

• Provide support for people affected by sexual assault in a contact centre.
• Conduct telephone triage and liaise with Police.
• Manage call handling duties with confidentiality.

Skills

Excellent telephone manner

Customer service skills

Effective communication (verbal and written)

IT literate

Ability to deal with confidential information

Active team player

Education

Minimum of 3 GCSEs at grade C or above or equivalent

Job description

Job Summary

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, with 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.

Please note, 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.

Details

Date posted: 06 January 2026 • Pay scheme: £12.75 to £15.48 an hour • Contract: Permanent • Working pattern: Part‑time • Reference number: oc-1767627383-YDGPL • Job location: Braintree, CM77 8QN

Job Responsibilities

• Provide support for people affected by sexual assault and rape in a 24/7 contact centre.
• Conduct telephone triage and liaise with Police and Social Services to arrange forensic examinations at Sexual Assault Referral Centres.
• Manage call handling duties, ensuring confidentiality and working well under pressure.
• Deliver scheduled work 16 to 40 hours per week on flexible contracts.

Qualifications – Essential

• Excellent telephone manner
• Effective social skills gained from experience dealing with the public
• Customer service skills
• Understanding of call handling and telephone triage roles
• Effective communicator (both verbal and written)
• Effective engagement and listening skills
• 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 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

Qualifications – Desirable

• Ability to confidently use a computer and move quickly between applications (e.g. web and Email)
• Experience of liaising with multi‑disciplinary agencies
• Previous management experience (or similar senior role)
• Experience with rota management
• Experience with team leading
• Experience with staff performance auditing
• Experience with one‑to‑one appraisals
• Experience with HR systems and processes
• Experience with training staff
• Experience with resource planning and implementing operational changes
• Experience collaborating on data & information requests

Company Benefits

• Enhanced sickness pay scheme
• Enhanced maternity pay after 1 year’s service
• Enhanced neonatal/adoption pay after 1 year’s service
• Well‑being programme
• Advanced rota planning for better work‑life balance
• 6 weeks annual leave
• Pension scheme
• Life assurance
• Apprenticeships
• 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 1 year’s service

Equality, Diversity & Inclusion

Mountain Healthcare aims to create and encourage an environment that is committed to promoting equality, diversity, working inclusively, and valuing the differences that individuals can bring to the workplace. We welcome applications irrespective of age, disability, sex, gender identity, gender expression, race or ethnicity, religion or belief, sexuality, or other personal circumstances.

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.

Employer Details

Employer name: Mountain Healthcare Ltd
Address: Braintree, CM77 8QN
Website: https://www.mountainhealthcare.co.uk/