ICC Call Handler - Estuary Point, Liverpool

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

The North West Ambulance Service ICC Call Handler role sits in one of its 999, 111 or Patient Transport contact centres, with training across all three. The work is 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. Applicants must be 18 or over and have the right to work without sponsorship.

What the job involves

• Handle a wide range of calls from patients with care and compassion
• Gather information and assess each call
• Complete patient assessments over the phone
• Give clear, correct advice or instructions that could save a life
• Stay calm and reassure callers in distressing situations
• Support unwell and upset patients at their time of need
• Complete the full ICC training programme, including examinations, audits and assessments
• Complete conversion courses and practical experience across 999, 111 and PTS
• Work shifts across the 24/7, 365-day rota, including nights, weekends and bank holidays
• Complete the preceptorship period

Qualifications

• GCSE standard or equivalent, one of which must be English
• Call handling or customer service experience in place of GCSEs

Skills & knowledge

• Keyboard and data entry skills
• Competent use of computer-based information systems
• Verbal and written communication skills
• Ability to follow and interpret policy and procedures
• Listening, analytical and decision-making skills
• Tactful, empathetic handling of patient queries

Checks & eligibility

• Aged 18 or over
• Right to work in the UK without sponsorship

Other

• Proactive, using own initiative to find improvements
• Excellent interpersonal skills and ability to work in a team
• Maintaining client confidentiality
• Evidence of self-development and helping others to develop
• Commitment to punctuality and flexible shift working
• Understanding of 365-day, 24-hour rostering

Nice to have

• Experience in a call centre or customer service environment

What’s offered

• Full training provided, including conversion courses across three areas
• Clear, structured career pathway with ongoing development