Call Handler
5 days ago
Job Title: Call Handler
**Location**:Hellesdon, Norwich
**Hourly Pay Rate;**
Weekdays: £9.50
Saturdays and Nights: £13.40
Sundays and Bank Holidays: £17.39
**Hours**:7am to 7pm or 7pm to 7am 3 to 4 days per week.
**Length of the contract**: Temporary to Permanent (12 weeks probation)
Grafton Recruitment are now seeking to appoint a Call Handler to our client based in Hellesdon, Norwich. Our client provides healthcare services for Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire. The position is temporary to permanentwith a 12 week probationary period which would be worked through Grafton Recruitment. 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 usingthe 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 communityorganisations.
**Duties**
- Form part of a team of Call Handlers who will normally provide the first point of contact with telephone callers to the company, on a 24/7 basis, working rotating shifts.
- 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 theContact Centre in maintaining business continuity.
- Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
**Qualifications**
- English and Maths GCSE grade D or above. Literate to 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.
- Willing to undergo Enhanced DBS (CRB) clearance.
- Strict adherence to eligibility and confidentiality protocols
- Ability to multi-task
Hiring Contact: Lauren McNeal
Agency: Grafton Recruitment
If you would like any further information about any vacancies before applying, please feel free to contact
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