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Calleeast Call Handler
3 months ago
We are after Dynamic, fun, hardworking individuals to join our team within the Contact Centre in Norwich, as aCALLEEAST Call Handler (Bank).
Please note that this is NOT a 999 Call Handler position.The role of the Call Handler will be to answer operational calls that come into the contact centre. The call handler will provide accurate assistance over the telephone using the appropriate software/triaging tools. If necessary, put the caller in touch with other Service providers, as appropriate.
The position will require interaction not only with the public but also other healthcare professionals, emergency services and community organisations.
The call centre has a 24 hour function and it is a requirement of the job that call handlers (whole time, part time or bank staff) will be available to work weekend and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties.
The Commercial Services Contact Centre provides a 24/7 non-emergency call handling service which includes Patient Transport Eligibility Screening, Telephone Answering Doctors Line, Message handling for Community Nursing and Midwifery Services.
Please note that this is NOT a position within the 999 function.
The Trust is looking for someone who is able to multi-task and prioritise as you will be dealing with a high volume of work and a variety of deadlines as well as liaising with numerous stakeholders both internal and external.
The role of a Commercial Services Call Handler/dispatcher is to provide basic and accurate assistance and call handling service, inputting the demographics and necessary detail in to the bespoke software.
Ensuring that call are dispatched appropriately to relevant on call person, keeping track of mobile units and ensuring that cases are passed to them in a timely manner.
Follow all protocols as laid down by the customers. The position requires interaction not only with the public but with other healthcare professionals, emergency services and community organisations