Calleeast Dispatcher

We are after Dynamic, fun, hardworking individuals to join our team within the AOC Contact Centre in Norwich, as a CALLEEAST Call Dispatcher.

The role of the Call Dispatcher is to ensure all messages are accurately passed to the relevant contract within an appropriate timeframe. This role requires a high level of accuracy. Dispatchers are also expected to answer operational calls that come into the contact centre and to provide 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 CallEEAST 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. To clarify - we are NOT part of the 999 function within the Trust - our contracts are generally NON-EMERGENCY.

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 CallEEAST 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