Job summary
Can you keep a cool head at times of crisis? Do you care about others? Do you want a career helping those in need? If the answer is yes, then this could be the job for you!
We are looking for Call Handlers at our Emergency Operations Centre in Norwich.
We are also extremely interested in those that would consider Flexible working & 8 hour Shifts for Call Handling (Evenings, Nights & Weekends)
Our emergency call handlers are hardworking, enthusiastic and must process information quickly and accurately to support patients ensuring that data is accurately input into the Computer Aided Dispatch system, whilst ensuring high levels of customer service. The information and advice you will be giving to patients is managed through a triage tool and will give you the essential information at the time. All the training and mentoring you will need to undertake this role will be provided - no clinical experience is required.
We need individuals who have a good standard of education to include 4 GCSEs at Grade C or above (including English Language), or equivalent qualifications or experience, and good computer literacy. No clinical experience is required, and although some call-centre experience would be an advantage, it is not essential. Candidates will need to pass two online assessments and we will need to carry out enhanced background checks.
Main duties of the job
Answer operational calls that come into the EOC. Utilise the chosen clinicaltriage software system in order to prioritise calls as soon as possible. Enterinformation into the Computer Aided Dispatch (CAD) system accurately andpromptly. Provide pre-arrival advice to callers where appropriate.
About us
EEAST provides emergency services across a diverse region. Our Call Centre teams are a dedicated and resilient group, as the first point of contact with patients in their time of need.
Working for East of England Ambulance Services NHS Trust (EEAST) you will also be eligible for the following benefits:
- Pay enhancement for out of hours shift working
- NHS Pension Scheme
- Free On-site parking
- Minimum of 27 days annual leave + 8 days bank holiday (increases with years of service)
- Occupational Health services including a 24hr Employee Assistance Program, mental health and wellbeing, legal and financial services
- Staff support networks including BAME, LGBTQ+, Multi Faith and All Women in EEAST
- NHS & Blue Discount eligibility
Job description
Job responsibilities
Please see the attached Job Description and Person Specification for a more detailed overview of the role and it's requirements.
Person Specification
Qualifications
Essential
- 4 GCSEs at grade C or above (or an equivalent qualification) including English or equivalent suitable Call Centre experience.
Skills & Knowlegde
Essential
- Effective verbal and written communication skills
- Work on own initiative
- Prioritise and undertake numerous tasks simultaneously
- Remain calm under pressure
- Work as part of a high performance team
Personal Attributes
Essential
- High standards of personal professionalism
- Determination to meet targets
- Ability to judge priorities when dealing with emergency situations
- Willingness to learn
- Empathy and compassion
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 details
Employer name
East of England Ambulance Service
Address
Norwich EOC
Norwich
NR6 5NA