Customer Service Representative

4 days ago

Liverpool, Liverpool, United Kingdom North West Ambulance Service NHS Trust Full time

Job Summary

We are recruiting for Call Handlers based at our Integrated Contact Centres (ICC) across the North West.

Candidates should only apply to one site to avoid duplication.

This advert is for our Liverpool, Speke site.

A support session has been planned for anyone who would like to obtain further information about the role or ask any questions prior to applying.

There is no need to pre-book onto the session, please just click on the link below to join and a member of the team will admit you to the meeting.

Handling a wide range of calls requires an outstanding amount of resilience and emotional strength as you will be supporting unwell and upset patients at their time of need.

Your support will make a difference to lives and requires people who can be there for those that need it, sometimes in the face of adversity and trauma.

This is a highly pressurised environment where you may be in contact with people in extremely stressful situations; our callers can be upset, angry, anxious, or hysterical.

You will be working in a fast-paced environment and must be able to adapt to change quickly and must be aware of the stresses of the role and what impact this may have on you as an individual, considering these points carefully before applying.

Main Duties of the Job

Call Handlers working in an integrated call centre will be the person managing a variety of calls from a wide range of different patients.

Calls may range from people requiring general medical advice, emergency dental treatment or looking to arrange ambulance transport ahead of an appointment.

The call handler gathers as much information as possible, where applicable, assess the call, and provide clear, correct advice that could potentially save a life, whilst remaining calm under pressure.

Full training will be given to the successful candidates and an excellent career structure is available for future career progression.

A full range of shifts will need to be covered, including bank holidays, public holidays, weekends and may include working nights.

Successful candidates will have to deliver correct care advice and guidance to callers dependent upon the reason for the call.

It is a pre-requisite that candidates must successfully complete the training program, including all examinations.

By joining the North West Ambulance Service, you will have the opportunity to develop your career but also contribute to the well-being of our community, make a positive impact and be the first voice someone can rely on during their time of need.

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