EMS 999 Call Handler

The Methodist Church in Britain; Cwmbran; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Higher starting salary for relevant-ex

Higher starting salary for relevant-ex

Job summary

Welsh Ambulance NHS Trust is seeking a 999 Call Handler to join the Clinical Contact Centre Team in Wales. You will capture emergency call details quickly and accurately into a computer system, and communicate with the public and healthcare professionals to ensure fast, safe responses.

The role requires strong listening and keyboard skills, the ability to work in a busy environment, and flexibility to cover out-of-hours shifts, weekends and bank holidays.

Qualifications

• Minimum 5 GCSEs at grade C or above, including Maths and English, or equivalent.
• Excellent listening and keyboard skills.
• Ability to work in a busy emergency-call environment.

Responsibilities

• Input details speedily and accurately onto a computer system from 999 calls.
• Liaise with members of the public and Health Care Professionals.
• Work an alternating shift pattern of variable length, including out of hours, bank holidays and weekends.

Skills

Excellent interpersonal skills

Confident communication with thepublic

Working under pressure

Teamwork

Advanced typing

Education

GCSEs at grade C or above including Maths and English

Job description

The 999 Call Handler sits in the Clinical Contact Centre Team at the Welsh Ambulance NHS Trust. The work is taking emergency call details quickly and accurately into a computer system, and liaising with the public and healthcare professionals. Shifts alternate in variable lengths and cover out-of-hours, weekends and bank holidays, with Welsh desirable but English speakers equally welcome. Strong listening and keyboard skills are essential, and the post is not open to visa sponsorship.

What the job involves

• Input details speedily and accurately onto a computer system from 999 calls
• Liaise with members of the public and Health Care Professionals
• Work an alternating shift pattern of variable length, including out of hours, bank holidays and weekends

What’s required

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

• Excellent interpersonal skills
• Confident communication with the public, or evidence of customer service skills
• Working independently or as part of a team
• Following and interpreting policies and procedures
• Working under pressure and remaining calm
• Advanced typing and word processing skills

Other

• Ability to commute to work in unsociable hours, including weekends and public holidays
• Analytical approach to work
• Flexible approach to work
• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative

Nice to have

• Health service experience
• Experience of working in a call centre environment
• Experience of working within a multi-disciplinary, multi-agency team
• Welsh language skills at levels 1 to 5 in understanding, speaking, reading and writing

What’s offered

• Starting salary can be higher where there is relevant previous experience