Call Advisor

3 weeks ago

Norwich, United Kingdom Surecall Recruitment Full time

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 otherService 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.

**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.

Qualifications:

- English and Maths GCSE grade D or above. Literate to Trust tested level and ability to communicate clearly.
- 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.
- Standard/enhanced DBS

This is a full-time job for an initial 3 month period.

Payrate: £22,383/year

Location: Norwich, Norfolk

If you have any queries, please call Mihaela on 02030060777

NHS

**Job Types**: Full-time, Temporary contract
Contract length: 3 months

**Salary**: £22,383.00 per year

Schedule:

- Monday to Friday

Application question(s):

- Do you have a RSA Stage 1 Typing Certificate?
- Do you have a NVQ level 2 in call Taking?

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Ability to Commute:

- Norwich, Norfolk (required)

Work Location: In person

Reference ID: Call Handler

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