Support Centre Advisor

North West Ambulance Service NHS Trust; Carlisle; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Pension scheme

Annual leave up to 33 days

Training and development opportunities

NHS discounts

Car Lease Scheme

Cycle to Work Scheme

NHS Mortgages

Childcare vouchers

Job summary

North West Ambulance Service NHS Trust is seeking Support Centre Advisors at our Carlisle site to support safeguarding and call handling tasks. The role involves typing safeguarding information provided by NWAS personnel and requires excellent keyboard skills and a professional telephone manner with compassion and initiative.

You will work in a 24/7 rotating shift pattern, input information accurately during calls, and complete full training.

Qualifications

• Read the job description and person specification before applying.
• Visa sponsorship is not possible for this role.
• Experience in a call centre or customer-focused environment is expected.
• Ability to work under pressure and maintain confidentiality in sensitive situations.

Responsibilities

• Handle incoming calls regarding staffing issues, vehicle breakdowns, communication equipment faults and patient referrals.
• Input accurate information while on the phone.
• Provide full training and work rotating shifts to cover 24 hours a day.

Skills

Keyboard skills

Telephone manners

Initiative

Confidentiality

Education

GCSE level or equivalent

NVQ Level 3 call handling

Job description

North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.

At NWAS, we are committed to creating a diverse, inclusive and anti-racist workplace where everyone feels valued and has the opportunity to thrive. Our Anti-racist Statement sets out our commitment to becoming an anti-racist organisation and ensures these principles are embedded throughout our recruitment practices.

Our workforce is currently under-represented by people from black and minority ethnic backgrounds, and we encourage applications from people of all backgrounds. By building a workforce that better reflects the diverse communities we serve, we can provide the right care, at the right time, in the right place, every time.

The Trust reserves the right to close this vacancy early if a large number of applications are received.

Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion. When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.

We also offers a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.

Job overview

Several vacancies have arisen for Support Centre Advisors within the North West Ambulance Service Support Centre, based at Salkeld Hall, Carlisle.

We have 3 permanent vacancies available.

This role is essential in ensuring the safety and well-being of children and adults in our community. Safeguarding of vulnerable children and adults constitutes a large proportion of the Support Centre’s workload and can involve handling distressing and upsetting information. As a member of our team, you will be responsible for typing safeguarding information provided by NWAS personnel. Excellent keyboard skills are therefore essential.

Main duties of the job

This varied role also entails managing incoming telephone calls in relation to staffing issues, vehicle breakdowns, communication equipment faults and patient pathway referrals. Applications are welcomed from individuals who possess a professional telephone manner, the ability to exercise initiative, along with the ability to deal with callers in a sensitive and compassionate manner. The ability to input accurate information whilst on the phone is also essential. Full training will be provided to successful applicants. You will be required to work rotating shifts providing cover 24 hours a day,

Working for our organisation

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.

Detailed job description and main responsibilities

Please ensure that you have read and understood the job description and person specification before applying.

Visa sponsorship is not possible for this role for either candidates or existing employees. This role does not meet the eligibility criteria for Skilled Worker/ Health and Care Worker visas as set out at gov.uk. Graduate visa holders should have no expectation of long-term employment through sponsorship. Additionally, your visa conditions and validity period must allow you to work in the role question and for a suitable period to allow training and execution without requiring sponsorship.

Person specification

• Ability to work effectively in a pressurised ever-changing environment
• Ability to maintain confidentiality and deal with situations in a sensitive manner
• Able to communicate across wide demographic boundaries
• Excellent listening skills and the need to concentrate continuously when dealing with and evaluating complex situations
• To build relationships and trust with multiple agencies and colleagues to ensure quality of service are delivered and maintained

Qualification and Knowledge

• Educated to GCSE standard or above, or equivalent vocational qualifications
• NVQ Level 3 call handling

Experience

• Experience of working in a call centre and/or customer focused environment

Values and Behaviours

• Working together – demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable

Any offer of employment may be withdrawn if you knowingly withhold information, provide false or misleading information.

Should you be successful at interview stage successful candidates will receive a conditional offer of employment, this will be subject to the NHS Employment Checks Standards.

A valid right to work and identity check

Reference checks -Thiswill cover a minimum of a three year period and will include a request for the number of days and occasions of sickness absence covering a minimum two year period. In line with equality legislation, the earliest point at which we will ask health related questions is when an offer of employment has been made. Absences related to disability may be excluded from these considerations; consideration would be given as to what would be a reasonable attendance level, based on the information available. Absences related to pregnancy, maternity and/or gender reassignment will be excluded from these considerations. Detailed information on the NHS Employment Checks Standards is available on the NHS Employers website; search ‘employment checks’.

DBS Checks - If the post is subject to DBS disclosure, a charge will be made for this disclosure.

Occupational Health - You will require satisfactory medical clearance.

Whilst not a condition of employment, all staff are encouraged to be vaccinated against COVID-19 as this remains the best lined of defence against COVID-19.

From 1 st September 2018, Section 2 of the Agenda for Change Terms and Conditions will automatically apply to the calculation of unsocial hours for all appointments that commence in post from this date (except secondments).

If you do not have regular access to your email please contact a member of the HR Hub Team on 03451122018.