ICC Call Handler - Middlebrook, Bolton

North West Ambulance Service Nhs Trust; Bolton; Vor Ort; GBP 21.000 - 28.000; Vollzeit

Zusammenfassung

North West Ambulance Service NHS Trust is seeking an ICC Call Handler in Bolton. The role involves handling 999, 111, and Patient Transport Service calls, providing clear guidance and compassionate support, and gathering detailed information during stressful situations.

You will be trained in all three areas and contribute to life-saving guidance while remaining calm. Strong data entry skills and excellent communication are essential, with resilience to work in a fast-paced, demanding

Qualifikationen

• Experience in a call centre or customer service
• Excellent communication and data entry skills
• Ability to gather information quickly and assess calls

Aufgaben

• Handle a variety of calls from 999, 111, or Patient Transport Services with care
• Assess callers' needs and provide guidance that could save a life
• Maintain calm and reassure distressed callers
• Accurately record information using keyboard skills and data entry

Kenntnisse

Empathy & compassion

Clear communication

Data entry speed

Calm under pressure

Jobbeschreibung

This is a vital role where you will initially start your training as an ICC Call Handler in one of our contact centre areas - 999, 111 or Patient Transport Services, overtime being placed on conversion courses & trained in all three areas.As a Call Handler you will be the main point of contact for the person at the other end of the line.

• Manage a variety of calls from a wide range of different patients with care and compassion
• Complete patient assessments over the phone
• Where applicable, provide clear, correct advice that could potentially save a life whilst remaining calm under pressure
• Provide reassurance in what may be a very distressing situation

Handling a wide range of calls & thriving amid the challenges this presents requires an outstanding amount of resilience and emotional strength. You will be supporting unwell & upset patients at their time of need, which will make a difference to lives. It requires people who can be there for those that need it, sometimes in the face of adversity and trauma., This is a highly pressurised environment where you may be in contact with people in extremely vulnerable or stressful situations; our callers can be upset, angry, anxious or hysterical.For this we ask you would need to be confident in dealing with a range of people in varying situations, able to work in a fast-paced environment and must be adaptable to change quickly.Your role is to gather as much information as possible, assess the call, and provide clear, correct advice or instructions that could potentially save a life, remaining calm and reassuring under pressure. Your support will make a difference to lives and requires people who can be there for those that need it, sometimes in the face of adversity and trauma.You need good data entry skills and a high standard of keyboard/typing ability. Experience in a call centre or customer service environment is advantageous. We are seeking individuals with a passion for excellent customer service, strong communication skills, and the resilience to thrive in a role that is both challenging and rewarding.

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport. Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed. We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need. Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident. We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.