Emergency Call Handler

**Are you or someone you know looking for a fantastic role with the Ambulance service?**

**REED Recruitment are delighted to be representing the East of England Ambulance Service Trust to find them Call Handlers to join their team in Norwich.**

**Salary**: £10.40 Weekdays / £14.39 Saturdays & Nights / £17.57 Sundays & Bank Holidays

**Location**:Hellesdon

**Start date**:10th April

**Hours**: 12-hour shift pattern doing rotating between night shifts one week and day shifts next week.

**Emergency Call Handler Responsibilities**:

- When you receive a call, you are responsible for recording the right information, sometimes under difficult circumstances and offering advice or reassurance to the caller/patient.
- You will enter details onto a computer system about the patient and their condition which categorises the seriousness of the illness or injury, to ensure that the patient receives the most appropriate care; whether that’s an emergency ambulance response,a telephone assessment by a clinician, a referral to an alternative care pathway or self-care advice.

**Your role would include but not be limited to**:

- Answering emergency 999 calls that come into the call centre.
- Utilise the clinical software system in order to prioritise calls as soon as possible.
- Enter information into the Computer Aided Dispatch system accurately and promptly.
- Provide pre-arrival advice to callers where appropriate.

**Emergency Call Handler Qualities**:

- A very resilient character, who is calm under pressure
- A great telephone manner
- Good use of computers
- Strong listening skills
- An empathetic nature
- Previous experience working in a call centre or customer services would be ideal
- Able to start ASAP
- Happy to undertake an Enhanced DBS check

**Training**

Your training is not limited to but includes:

- Going through scenarios and discussing these within your training team
- Listening to call recordings
- Shadowing of live 999 emergency calls

This is a truly lovely place to work and is extremely rewarding.

As you will be working in a 24 hour call centre, shifts will be long and often unsocial (12 hour shifts). You will at times also be required to work weekends and bank holidays.

The Emergency Operation Centre is located in Norwich, NR6, so be aware if you don't drive you may have difficulty using public transport due to the hours.