Job Description

Job overview

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 to work 12 hour shifts flexibly from Monday to Sunday. This will be a mixture of day and night shifts 7am-7pm and 7pm-7am. This role is initially on a temporary basis with a view to go permanent after about 6 months. They will accept full and part time applications, but you be free to cover any of the suggested shifts.

Training will take place from Monday to Friday, 8am to 4pm and within this time you must have no annual leave in the first 4 weeks of training.

Pay Rates:

• Pre-12-week rates:

  Weekdays pay rate @ £12.71 per hour

  Nights & Saturdays pay rate @ £17.16 per hour

  Sundays & Public Holidays pay rate @ £21.48 per hour

Our emergency call handlers are committed, enthusiastic individuals who care about people. They must have the ability to listen and respond, processing information quickly and accurately into the Computer Aided Dispatch system. Customer service skills are important and the ability to remain calm and supportive as some callers will be experiencing significant distress and trauma, including the loss of a loved one. Being able to remain focused on giving the right advice and support despite experiencing the emotions of others is a real skill and strong calm communication is required.

All of the instructions and advice you will be giving to callers/patients is managed through a triage tool, it is intuitive and will present to you at the right time.

No clinical experience is required, and although some call-centre experience would be an advantage, it is not essential.

Main duties of the job

Answer 999 calls that come into the Emergency Operating Centre in a timely manner. Utilise the clinical triage software system you will have been trained in to deliver a category of response to our callers. Please note, there may be a change to this software, in the future and if so, full training will be provided. You are required to be polite, courteous and respectful at all times when talking to patients, callers and your peers, in line with the Trusts values and behaviours. Working for our organisation

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 our organisation

Person specification

Qualifications

Essential criteria

• 4 GCSEs at grade C or above (or an equivalent qualification) including English or equivalent suitable Call Centre experience.

Skills & Knowledge

Essential criteria

• 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 criteria

• High standards of personal professionalism
• Determination to meet targets
• Ability to judge priorities when dealing with emergency situations
• Willingness to learn
• Empathy and compassion

For more information about the client or the role please do call the Norwich office of Reed on