Ems 999 Call Handler

Welsh Ambulance Services; Cwmbran; On-site; GBP 21,000 - 25,000; Full time

Job summary

The Welsh Ambulance Service NHS Trust is seeking a dedicated 999 Call Handler for the Clinical Contact Centre. You will input details quickly and accurately, liaise with the public and healthcare professionals, and maintain composure in a demanding call environment.

You will work an alternating shift pattern including out of hours, weekends and bank holidays. Welsh language skills are desirable but all applicants are welcome.

Qualifications

• Excellent interpersonal and communication skills with the public.
• Ability to work in a pressurised environment and in small teams.
• Accurate data entry onto computer systems during calls.

Responsibilities

• Liaise with the public and Health Care Professionals.
• Input details quickly and accurately onto computer systems.
• Work for an alternating shift pattern including out of hours, bank holidays and weekends.

Skills

Excellent interpersonal skills

Confident communication with thepublic

Teamwork

Analytical approach to work

Keyboarding/typing skills

Ability to work under pressure

Flexible approach to work

Welsh language skills (desirable)

Education

GCSEs including Maths and English (minimum 5)

Job description

Job overview

The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a 999 Call Handler.

The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential.

The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.

Main duties of the job

As part of the role you will liaise with members of the public as well as Health Care Professionals and good communication and customer care are essential skills required by the post.

You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Working for our organisation

#RemarkablePeople

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under‑represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or

This role is not eligible for sponsorship as per the Governments UK VISA and Immigration Rules and Regulations.

Person specification

Qualifications and Knowledge

Essential criteria

• Minimum 5 GCSE’s at Grade C or above, including Maths and English (or equivalent)
• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative

Experience

Essential criteria

• Dealing with the public on the phone
• Working as part of a team
• Good Telephony Skills

Desirable criteria

• Health service experience
• Experience of working in a call centre environment
• Experience of working within a multi-disciplinary, multi-agency team

Skills and Attributes

Essential criteria

• Excellent interpersonal skills
• Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills
• Able to work independently or as part of a team
• Ability to follow and interpret policies and procedures
• Analytical approach to work
• Ability to work under pressure and remain calm
• Advanced Typing/word processing skills
• Flexible approach to work

Desirable criteria

• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh

Other

Essential criteria

• Able to commute to work in unsociable hours, for regular shift work, including weekends and public holidays