999 Emergency Call Handler

OverviewJoin to apply for the 999 Emergency Call Handler - Norwich role at GO Airport Shuttle & Executive CarLocation: Norwich EOC, Hospital Lane, Norwich NR6 5NAJob type: Permanent, Part-time / Full-time / Flexible workingJob SummaryCan you keep a cool head at times of crisis? Do you care about others? Do you want a career helping those in need? If the answer is yes, then this could be the job for youWe are looking for Call Handlers to work 12 hour shifts flexibly from Monday to Sunday. This will be a mixture of day and night shifts. Our emergency call handlers are committed, enthusiastic individuals who care about people. They must have the ability to listen and respond, processing information quickly and accurately into the Computer Aided Dispatch system. Customer service skills are important and the ability to remain calm and supportive as some callers will be experiencing significant distress and trauma, including the loss of a loved one. Strong calm communication is required.All the training and mentoring you will need to undertake this role will be provided - no clinical experience is required; however, reading the pre-employment guidance will support you when you commence training. All instructions are managed through a triage tool and will present to you at the right time. No clinical experience is required; some call-centre experience is advantageous but not essential.Main dutiesAnswer 999 calls to the Emergency Operating Centre in a timely manner.Utilise the clinical triage software to determine the appropriate response; training will be provided for software changes.Be polite, courteous and respectful to patients, callers and peers, in line with the organisation's values and behaviours.About UsEEAST provides emergency services across a diverse region. Our Call Centre teams are a dedicated and resilient group, the first point of contact with patients in their time of need. We are committed to diversity and encouraging flexible working arrangements.DetailsDate posted: 15 August 2025Pay scheme: Agenda for changeBand: Band 3Salary: £24,937 to £26,598 a yearContract: PermanentWorking pattern: Full-time, Part-time, Flexible workingReference: 247-EOC-NCH-75-0825Job Description & Person SpecificationJob responsibilities: For a thorough understanding of the role, consult the attached Job Description and Person Specification. The document provides an overview of the position. Pre-employment checks are required; if full employment checks cannot be achieved, your offer may be withdrawn. Steps to apply: Step 1 – Read the advert and the Job Description and Person Specification. Step 2 – Complete the Supporting Statement indicating how you meet each criterion. Step 3 – Complete the online application and upload your statement. CVs are not accepted.Qualifications (Essential): 4 GCSEs at grade C or above (or equivalent) including English or equivalent Call Centre experience.Skills & Knowledge (Essential): Effective verbal and written communication; ability to work on own initiative; prioritise multiple tasks; remain calm under pressure; work as part of a high-performance team.Personal Attributes (Essential): High standards of professionalism; determination to meet targets; ability to judge priorities in emergencies; willingness to learn; empathy and compassion.Disclosure: This post is subject to the Rehabilitation of Offenders Act; a DBS check will be required.Contact & EmployerEmployer: East of England Ambulance Service (EEAST). Address: Norwich EOC, Hospital Lane, Norwich NR6 5NA. Website: https://www.eastamb.nhs.ukNote: This description contains essential information to assess your suitability for the role. Ensure you review the attached documents during the application process. #J-18808-Ljbffr