Job summary
- Main area
- Emergency Operations Centre
- Grade
- Band 3
- Contract
- Permanent: Part Time & Full Time available
- Hours
- Full time
- Part time
- Flexible working
- Job ref
- 247-EOC-EMDN-0624
- Employer
- East of England Ambulance Service Trust
- Employer type
- NHS
- Site
- Norwich EOC
- Town
- Norwich
- Salary
- £22,816 - £24,336 per annum + additional uplift for unsocial hours (*21% of salary)
- Salary period
- Yearly
- Closing
- 10/07/2024 23:59
Employer heading
999 Emergency Call Handler - Norfolk
Band 3
Great healthcare requires great people. That’s why we are doing everything we can to recruit committed, skilled people – and to make sure we support our new and existing employees, so they choose to stay with us.
#WeAreEEAST
We encourage you to ensure that your application relates to the Person Specification (provided as part of the Job Description or as a separate attachment).
Please visit our recruitment support page for advice on completing your application.
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 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 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 pre-arrival advice to callers where appropriate.
Working for our organisation
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
Detailed job description and main 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 criteria
- 4 GCSEs at grade C or above (or an equivalent qualification) including English or equivalent suitable Call Centre experience.
Skills & Knowlegde
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
Employer certification / accreditation badges
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Rob Hazell
- Job title
- Recruitment Specialist - EOC
- Email address
- [email protected]
- Telephone number
- 07731003176
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