Call Centre Representative
4 weeks ago
NHS 111 Wales, a service provided by the Welsh Ambulance Service NHS Trust, is seeking a skilled Call Handler to join their team. This is a permanent, full-time or part-time position, with shift work up to 37.5 hours per week.
Location: NHS 111 Wales, Welsh Ambulance Service NHS Trust Headquarters, Ty Elwy, St. Asaph.
Salary Band 3: £23,159 - £24,701 pro rata, plus shift enhancements for unsociable hours.
The ability to speak Welsh is desirable, but English and/or Welsh speakers are equally welcome to apply.
Main Duties of the JobAs a Call Handler, you will be responsible for answering calls from the public for the NHS 111 Wales Service. This requires excellent communication skills, the ability to remain calm and assertive in challenging situations, and the capacity to make considered decisions quickly and confidently.
You will work as part of a team, ideally with a call centre background, and possess excellent computer and keyboard skills to enter patient information accurately and efficiently onto a computer system.
Treating patients with dignity, empathy, and respect is equally important. Shifts will be during weekdays, weekends, evenings, and bank holiday periods, with a range of day and night shifts.
A flexible approach to work shifts is essential. All shortlisted applicants will undergo an initial telephone-based interview, and if successful, will be invited to attend a formal interview.
For successful candidates, training will be provided on a full-time basis (daytime hours for approximately 5 weeks) - you must be able to commit to this and complete the training.
Working for Our OrganisationWe are a diverse and varied organisation, with opportunities arising right across the service. Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year.
We recognise the need for our workforce to represent the diversity of the population we serve and seek to create an environment where diversity is celebrated and inclusivity matters.
We are keen to break down any barriers into the Trust and would encourage applications from under-represented groups, including those from BME communities and disability groups.
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