Operational Support Desk Call Handler

South Central Ambulance Service NHS Foundation Trust; Otterbourne; On-site; GBP 20,000 - 30,000; Full time

Job summary

A regional ambulance service provider in Otterbourne is looking for an Operational Support Desk Call Handler. You will serve as the first point of contact, effectively handling calls and emails related to vehicle and equipment concerns. This role requires a strong emphasis on customer service and excellent communication skills. Ideal candidates will have experience in call centers, a GCSE education, and proficiency in Microsoft Office. Working as part of a team, you'll contribute to the operational efficiency of the service.

Qualifications

• Educated to GCSE level or equivalent with at least 3 passes at Grade C or above, one of which must be English Language.
• Experience of using a telephony system as a regular means of communication in a work environment.
• Previous experience of working in a Call Centre or Customer Service Setting.

Responsibilities

• Provide an effective and efficient support desk service via call handling and email administration.
• Accurately record all requests or issues reported to the Operational Support Desk.
• Deliver excellent levels of customer service at all times.

Skills

Effective communication skills

Customer service skills

Conflict management skills

Education

GCSE level or equivalent with at least 3 passes at Grade C or above

Tools

Microsoft Office

Telephony systems

Job description

Operational Support Desk Call Handler - BANK

South Central Ambulance Service NHS Foundation Trust

Closing date is 28 January 2026

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.

Main duties of the job

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.

Job responsibilities

1. To provide an effective and efficient support desk service via call handling and email administration, to include issues relating to vehicles, equipment, event vehicle requests, ID Card assignment and reassignment, out of hours estates faults and out of hours sickness calls.

2. 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.

3. To correspond/communicate with internal and external stakeholders professionally, utilising telephone, email, SMS text message, online instant messaging and web-based chat as required.

4. To deliver excellent levels of customer service at all times and contribute towards service delivery targets of the department and ultimately frontline operations targets.

5. To provide protocol driven guidance to service users by utilising the Operational Support Desk Training Manual, Process Manual, Handbook and other department training guides.

6. To liaise with other departments and agencies as required to facilitate the resolution of faults and issues reported to the Operational Support Desk.

7. To work without direction supervision but seek guidance where appropriate.

8. 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.

9. To escape serious incidents, accidents and issues to the Operational Support Desk Supervisor or Manager.

10. 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.

11. 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.

12. 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.

13. 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 place for vehicle collection. Ensure this information is collated and stored on networked servers for access by the team.

14. To be flexible with workload and be able to change from one task to another as required based on demands and urgent external requests.

15. To utilise ICT, VDU and telephony equipment, including sitting/standing at a desk continuously whilst wearing a telephony headset.

16. Utilise standard keyboard skills and multiple software packages to carry out job role effectively.

17. 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.

18. 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.

19. 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.

20. 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.

21. 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.

22. Is managed against individual performance targets through measurable key performance indicators agreed locally and is expected to constantly achieve or exceed these.

23. Undertake regular workplace assessments throughout the year to monitor own knowledge and performance. Results are fed back through regular 1:1 meetings.

24. To undertake quarterly team audits to assess own competence against agreed levels.

25. To attend and participate in training courses as appropriate.

26. To take active participation in Teem Meetings where new ideas, innovations and way of working can be proposed and agreed upon.

27. To complete all statutory and mandatory e‑learning as required and ensure all training is kept up to date.

28. To promote and establish a healthy and safe working environment in‑line with policies and procedures.

29. Assist in establishing good employee relations and effective working practices within the team.

30. To assist with special projects as and when required.

31. To participate in the Trusts annual individual Performance Review and Development Process.

Person Specification

Qualifications & Training

• Educated to GCSE level or equivalent with at least 3 passes at Grade C or above, one of which must be English Language.
• Customer Service Training
• Keys Skills level 2 or equivalent in Communication and ICT

Knowledge & Experience

• Experience of using a telephony system as a regular means of communication in a work environment.
• Experience of using Microsoft applications, including Windows OS and Microsoft Office in a work environment.
• Previous experience of working in a Call Centre or Customer Service Setting.
• Previous experience of a support desk based role either within the NHS or private sector.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

South Central Ambulance Service NHS Foundation Trust