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Call Handler in Cwmbran

3 months ago

Cwmbran, United Kingdom Welsh Ambulance Services NHS Trust Full time

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.

Equally important is an ability to treat our patients with dignity, empathy and respect. For successful candidates, training will be provided and paid on a full-time basis (daytime hours for 5 weeks) and you must be able to commit to this and complete the training. 

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

Person specification

Qualifications

Essential criteria

5 GCSEs or equivalent

Desirable criteria

NVQ Level 3

Experience

Essential criteria

Dealing with public over phone

Good telephony skills

Working as part of a team

Desirable criteria

Contact centre experience

Health service experience

Skills

Essential criteria

Interpersonal and communication skills

Customer service skills

Flexible approach to work

IT and keyboard skills

Critical thinking/problem solving

Following policy and procedures