Call Advisor

2 weeks ago


Norwich, Norfolk, United Kingdom NISI Staffing Full time
We are seeking a highly motivated and customer-focused individual to join our team as a
Call Advisor

start ASAP - end of May 2024

  • Pay rate : £10.50 Monday
  • Friday**
    £13 Saturday

£17 Sunday/BH

Location:
Norwich


Interview:
Telephone


Basic DBS required

JOB SUMMARY:

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.


RESPONSIBILITIES:

  • Receive and record telephone calls from a range of people/personnel including hospital staff; other Health Service professionals and other Emergency Services. This will also cover other clients and contracts that the contact centre handleS
  • Ensure that the clinical triage process for each call received is factual and recorded accurately, to the fullest extent possible
  • Ensure ICT systems are used appropriately, and report systems failures to the Contact Centre Supervisor. In the event of a systems failure all staff are required to initiate any appropriate steps in line with standard operating procedures, to support the Contact Centre in maintaining business continuity.
  • To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate.
  • To produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy.
  • To take charge of an incoming call; managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times
  • Be able to (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.
  • Ensure polite, efficient and appropriate communications exist at all times with their clients, e.g. patients, relatives, purchasers, medical and other emergency service personnel
  • Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances
  • To provide the caller with prearrival instructions, utilising and complying with, clinical triage protocols.
  • Dealing with distressed patients and relatives, including traumatic situations such as death
  • Receive record or pass information from callers booking members of staff absent from work and returning fit for duty
  • To undertake duties in relation to major incidents and other incidents in accordance with company procedure.

PERSON SPECIFICATION:

  • English and Maths GCSE grade D or above. Literate to Trust tested level and ability to communicate clearly.
  • Keyboard skills.
  • Good geographical knowledge of
    Norfolk & Suffolk:
  • Excellent verbal communication skills
  • At least
    6 months in a role dealing with the general public, face to face or on the telephone. Working as part of a team
  • Calm and assertive, flexible, approachable, personable.
  • Ability to remain organised and calm when under pressure.
  • Ability to concentrate on repetitive tasks and provide excellent attention to details

Job Type:
Temporary contract

Contract length: 2 months

Salary:
£10.50-£17.00 per hour

Expected hours: 37.5 per week

Education:

  • GCSE or equivalent (preferred)

Experience:

- customer service: 1 year (preferred)

Work Location:
In person

Reference ID:
Call Handler
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