ICC Call Handler - 24/7 Life-Saving Dispatch & Care

The Methodist Church in Britain; Grimsby; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Full training provided across three a

Structured career pathway

Job summary

North West Ambulance Service ICC Call Handler role sits in one of its contact centres, taking calls from patients who may be unwell or distressed, gathering information and giving clear phone advice that can save a life.

The post is full-time on a 24-hour, 365-day rota with varied shifts, nights and weekends, and includes training across 999, 111 and Patient Transport. Applicants must be 18+ and have the right to work in the UK without sponsorship.

Qualifications

• GCSE-level standard is required, with one being English
• Call handling or customer service experience can substitute GCSEs

Responsibilities

• Handle a wide range of calls from patients with care and compassion
• Gather information and assess each call
• Complete patient assessments over the phone
• Provide clear, correct advice or instructions
• Stay calm and reassure callers in distressing situations
• Support unwell and upset patients at their time of need
• Complete the ICC training programme and associated assessments
• Work shifts across a 24/7, 365-day rota including nights and weekends
• Complete the preceptorship period

Skills

Keyboard and data entry

Computer systems

Verbal and written communication

Policy and procedure adherence

Listening and decision making

Empathetic caller handling

Education

GCSEs or equivalent (English included)

Job description

North West Ambulance Service ICC Call Handler role sits in one of its contact centres, taking calls from patients who may be unwell or distressed, gathering information and giving clear phone advice that can save a life.

The post is full-time on a 24-hour, 365-day rota with varied shifts, nights and weekends, and includes training across 999, 111 and Patient Transport. Applicants must be 18+ and have the right to work in the UK without sponsorship.