Operational Support Desk Call Handler

South Central Ambulance Service NHS Foundation Trust; Otterbourne; On-site; GBP 40,000 - 60,000; Full time

Job summary

A regional ambulance service in the UK is seeking a Call Handler who will serve as the first point of contact at the Operational Support Desk. In this role, you'll handle calls and emails from internal and external stakeholders, ensuring each request is logged accurately. You will be responsible for delivering high-quality customer service while managing various requests, from vehicle issues to equipment defects. Full training and support will be provided, along with attractive holiday entitlements and NHS discounts.

Benefits

Full training and support

27 days holiday rising to 33

NHS Pension Scheme

Occupational Health support

NHS Discounts

Qualifications

• Excellent customer service skills essential for varied stakeholder interactions.
• Effective communication via phone, email, and messaging is crucial.
• Ability to manage conflict and difficult calls professionally.

Responsibilities

• Handle and log calls and emails from various stakeholders effectively.
• Deliver high levels of customer service and meet departmental targets.
• Liaise with other departments to facilitate prompt service resolution.

Skills

Customer service

Communication skills

Conflict management

Job description

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Call Handlers are the first point of contact within the Operational Support Desk, handling calls and emails effectively and efficiently in a calm and professional manner. Calls and emails are received from frontline colleagues, management, other internal departments and a variety of internal and external stakeholders. Calls can range from mechanical and equipment defects to event vehicle requests for sporting events and royal engagements. Call Handlers ensure all calls and requests are dealt with professionally and logged clearly on our systems for them to action, working alongside OSD Logistics Coordinators you will be responsible for answering calls and emails relating to vehicle and equipment defects or any other fleet or equipment related concern.

Responsibilities

1. To receive and accurately record all aspects of any request or issue reported to the Operational Support Desk, including the time taken to respond, actions taken, and the time when the issue or request has been resolved. Accuracy and speed of typing is essential in order to record all key information to enable the Call Handler to determine the correct course of action to resolve the issue quickly and effectively.
2. To correspond/communicate with internal and external stakeholders professionally, utilising telephone, email, SMS text message, online instant messaging and web-based chat as required.
3. To deliver excellent levels of customer service at all times and contribute towards service delivery targets of the department and ultimately frontline operations targets.
4. To provide protocol driven guidance to service users by utilising the Operational Support Desk Training Manual, Process Manual, Handbook and other department training guides.
5. To liaise with other departments and agencies as required to facilitate the resolution of faults and issues reported to the Operational Support Desk.
6. To work without direction supervision but seek guidance where appropriate.
7. To work closely with and follow the guidance of Operational Support Desk Logistics Coordinators when providing advice and resolutions to service users regarding vehicular or equipment issues to ensure an effective and efficient service.
8. To escalate serious incidents, accidents and issues to the Operational Support Desk Supervisor or Manager.
9. To report serious Ambulance Vehicle Incidents (AVIs) involving personal injury, fire or theft to Operational Support Desk Management, the Duty Silver Officer and Assistant Director of Operations - Support Services.
10. To authorise, coordinate and arrange the use of external recovery and repair services to attend Fleet vehicles, using own discretion to determine the best course of action whilst considering costs, reliability and time constraints.
11. To liaise with frontline crews, clinical equipment teams, fleet workshops, external garages and contractors and champion complex planning tasks as required to minimise lost unit hours and ensure the swift resolution of faults/defects to vehicles and equipment.
12. To coordinate the weekly booking of vehicles by Fleet Workshops and the Make Ready Provider for Service/MOT/Deep Clean Audits and cascade this information to all relevant departments and Logistics Coordinators so that appropriate plans can be put in place for vehicle collection. Ensure this information is collated and stored on networked servers for access by the team.
13. To be flexible with workload and be able to change from one task to another as required based on demands and urgent external requests.
14. To utilise ICT, VDU and telephony equipment, including sitting/standing at a desk continuously whilst wearing a telephony headset.
15. Utilise standard keyboard skills and multiple software packages to carry out job role effectively.
16. To ensure that equipment used by the Operational Support Desk that could impact on service provision is functioning to a required standard and report any faults or issues.
17. To handle difficult, frustrating and occasionally distressing calls professionally, utilising conflict‑management skills to de‑escalate situations and provide a first‑class service to the caller.
18. To maintain good working relations with frontline crews, Clinical Coordination Centre staff and any other service users internally or externally that contact the Operational Support Desk.
19. To assist in coaching and mentoring new members or less experienced members of the team as required, utilising Training Documents to assist in the learning process.
20. To continually seek to further develop the service provided by the Operational Support Desk. Suggesting new ways of working that minimise expenditure whilst maximising the efficiency of the service provided and presenting these ideas to the Operational Support Desk Supervisor or Manager.
21. Is managed against individual performance targets through measurable key performance indicators agreed locally and is expected to constantly achieve or exceed these.
22. Undertake regular workplace assessments throughout the year to monitor own knowledge and performance. Results are fed back through regular 1:1 meetings.
23. To undertake quarterly team audits to assess own competence against agreed levels.
24. To attend and participate in training courses as appropriate.
25. To take active participation in Teem Meetings where new ideas, innovations and way of working can be proposed and agreed upon.
26. To complete all statutory and mandatory e‑learning as required and ensure all training is kepy up to date.
27. To promote and establish a healthy and safe working environment in‑line with policies and procedures.
28. Assist in establishing good employee relations and effective working practices within the team.
29. To assist with special projects as and when required.
30. To participate in the Trust's annual individual Performance Review and Development Process.

Equality and Diversity

We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable). Please be assured that any requests for reasonable adjustments will not negatively affect your application.

About the Trust

South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services. The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex. We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week. In SCAS, we know that colleagues who are cared for and valued are enabled to provide the right care, first time, every time. That is why we strive to foster a culture that balances fairness, compassion, learning and accountability; a 'just and learning culture'.

Benefits

• Full training and support when you join and ongoing throughout your employment with us.
• Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
• Enrolment into the NHS Pension Scheme.
• Access to continual professional development and opportunities within SCAS and the NHS.
• Occupational Health support along with an Employee Assistance Programme.
• NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
• Staff networking and support groups.