Senior Call Handler

East of England Ambulance Service; Norwich; On-site; GBP 60,000 - 80,000; Full time

Job summary

A regional emergency service provider is looking for a Call Handler to join their team in Norwich. This role involves responding to operational calls and utilizing clinical triage software to prioritize calls. Candidates should have excellent customer service skills and the ability to work flexibly in a busy environment. Essential qualifications include two GCSEs and MPDS certification. The position offers the chance to contribute to patient care across the eastern counties, with opportunities for professional growth and development.

Benefits

Flexible working requests

Diversity and inclusion initiatives

Qualifications

• Demonstrable experience in MPDS Call Handler role.
• Experience in a call center environment mentoring.
• Flexibility to work rotating shifts.

Responsibilities

• Provide leadership and support to call handlers.
• Enter information into the Computer Aided Dispatch system.
• Respond to incoming telephone calls prioritizing emergencies.

Skills

Customer service

Mentoring

Flexibility

Education

Two GCSEs Grade C or Functional Skills Level 2

MPDS certification

EMD-Q certification

Tools

Computer applications

Job description

EEAST is a great place to work, great people, great career opportunities and a career that can take you anywhere. No two days are the same, if you are looking for a varied and supportive environment EEAST can offer you that and morep>

Hear why our employees think it is such a great place to work:

• Great employee benefits:
• Our equality networks:
• Our vision & values:

Before you apply, please visit our how to apply page for full guidance:

#Careerforlife

Job overview

Answer operational calls that come into the EOC. Utilise the chosen clinical triage software system in order to prioritise calls as soon as possible. Enter information into the Computer Aided Dispatch (CAD) system accurately and promptly. Provide prearrival advice to callers where appropriate.
The post holder will be expected to provide leadership and support to call handlers, specifically in terms of mentorship, reflective practice, on-going development.

You will need to be assertive, tactful, responsible and amenable.

This is a busy but rewarding role which will suit someone who enjoys making decisions, adapting quickly to changing itineraries and the satisfaction gained from providing excellent customer service for the hospitals and our patients.

Main duties of the job

1. Form part of a team of Call Handlers and Senior Call Handlers who will normally provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts. Where business continuity requires it, there may be a need to handle calls for one of the Trusts other two EOCs or to relocate to one of them on a temporary basis.
2. To respond to all incoming telephone calls to the EOC, giving emergency calls priority over non-emergency calls; placing lower priority callers on hold when required, to achieve this.
3. Ensure the timely and accurate answering and recording of all requests for emergency resources (including doctors urgent requests and routine calls) using the Computer Aided Dispatch and appropriate clinical triage software.
4. Receive and record telephone calls from a range of personnel including hospital staff; other Health Service professionals and other Emergency Services. Inform other emergency services/agencies (for example Police/Fire/Coastguard) of incidents that may require their attendance or awareness.
5. Complete the clinical triage process for each emergency call received, to the fullest extent possible, to allow all emergencies to be marked with an appropriate priority. This is the means of ensuring that patients receive a response intended to reach them in a timely manner for their condition, whilst also indicating the right type of resource that should be allocated.

Working for our organisation

You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.

At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.

We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

Detailed job description and main responsibilities

For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.
Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.
How to apply

Step 1 - Read the advert and the Job Description and Person Specification (attached)

Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.

Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.

Person specification

Qualifications

Essential criteria

• Two GCSEs Grade C (or above) of which one must be in English or Functional Skills Level 2 in English and Maths (or an equivalent qualification).
• OCR level 3 or ability to demonstrate competency in advance keyboard skills.
• MPDS certification
• EMD-Q certification – or to be achieved within 12 months of appointment for existing staff.
• EMD Mentor – or to be achieved within 12 months of appointment for existing staff.

Desirable criteria

• First Aid/First Person On Scene qualification.
• Computer Applications User qualification.
• European Computer Driving Licence (ECDL).
• Instructional methods qualification, eg AET.
• NVQ in Customer Service.

Skills and Knowledge

Essential criteria

• Evidence of self-development.

Personal Qualities, Abilities and Attributes

Essential criteria

• Flexibility to work rota hours and additional hours as required.

Experience

Essential criteria

• Demonstrable experience in MPDS Call Handler role.
• Customer service experience
• Experience in mentoring within a call centre environment

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Candidates who require a Skilled Worker visa to work in the United Kingdom can determine the likelihood of obtaining a Certificate of Sponsorship for this position by assessing their circumstances against the criteria specified on the Check if you need a UK visa - website. We encourage all applicants to review these criteria carefully to understand their eligibility for sponsorship.

References and Employment History: All references from current and previous employers, will be sought via their Human Resources Department and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and email address of the Human Resources Department and indicate your current/previous line manager and their departmental details.

All appointments will be subject to currently having a clean disciplinary record.

Please be advised that a No Smoking Policy is in operation throughout the Trust.

Guaranteed Interview Scheme - Under the Trust's commitment 'Positive about Disabled People', if you consider yourself as having a disability and you meet the minimum selection criteria for any post, you will get an automatic interview. By minimum selection criteria we mean that you must provide us with evidence in your application form which demonstrates the essential requirements as set out in the person specification and advertisement for a post.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications, regardless of age, race, religion & belief, sex, gender reassignment, sexual orientation, marriage & civil partnership, pregnancy & maternity or disability.