Call Handler

Job content

Job Summary

NHS 111 Wales, Call Handler

Permanent - Full time / Part time - shift work up to 37.5 hours per week.

Location: NHS 111 Wales. Welsh Ambulance Service NHS Trust Headquarters, Ty Elwy, St. Asaph.

Salary Band 3. £23,159 - £24,701 pro rata plus shift enhancements for unsociable hours.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Main duties of the job

Can you remain calm and assertive in challenging situations? Are you looking for a rewarding role where no two calls are the same? Do you have the right attitude and skills to help us deliver our Mission of Right Care, Right Place, Right Time?You will be answering calls from the public for the NHS 111 Wales Service (part of the Welsh Ambulance Service NHS Trust).The ability to actively listen, make considered decisions and respond quickly and confidently is key to this role. The successful applicants will need to demonstrate they have worked as part of a team, ideally with a call centre background and will possess excellent communication skills.

Excellent computer and keyboard skills are required as you will be entering patient information speedily and accurately onto a computer system, this will be assessed at interview.

Equally important is an ability to treat our patients with dignity, empathy and respect.

Shifts will be during the weekdays, weekends, evenings and bank holiday periods and will include a range of day and night shifts. A flexible approach to work shifts is essential.All shortlisted applicants will be required to undertake an initial telephone-based interview and if successful at that stage will then be invited to attend a formal interview.

For successful candidates, training will be provided and paid on afull-time basis(daytime hours for approx. 5 weeks) -you must be able to commit to this and complete the training.

About Us

#RemarkablePeople

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from BME communities and disability groups.

Careers within the Welsh Ambulance Services NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.

All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English

Applicants are advised to apply early as we reserve the right to close a vacancy prior to the closing date if a high number of applications have been received.

Job Description Job Responsibilities

You will be able to find a full Job description, Person Specification and an example of a full-time rota attached within the supporting documents or please click Apply now to view in Trac.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Qualifications

Person Specification Qualifications Essential

• 5 GCSEs or equivalent
  
  

Desirable

• NVQ Level 3
  
  

Experience Essential

• Dealing with public over phone
• Good telephony skills
• Working as part of a team
  
  

Desirable

• Contact centre experience
• Health service experience
  
  

Skills Essential

• Interpersonal and communication skills
• Customer service skills
• Flexibility and adaptability to meet the needs of the service
• IT and keyboard skills
• Critical thinking/problem solving
• Following policy and procedures
  
  

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .

Employer details Employer name

Welsh Ambulance NHS Trust

Address

Ty Elwy, St. Asaph

Ffordd Richard Davies, St. Asaph Business Park

St. Asaph

LL17 0LJ

Employer’s website

https://www.ambulance.wales.nhs.uk/en/5 (Opens in a new tab)