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Call Handler Coordinator

2 weeks ago

St Asaph, United Kingdom Welsh Ambulance Service NHS Trust Full time

A vacancy exists for a Call Handler Co-ordinator based at Ty Elwy, St Asaph. This is an exciting and diverse role for an experienced manager possessing a business or management qualification.

NHS 111 Wales is a Health Advice and Information Service available 24 hours a day, every day. The service helps you get the right information at the right time and in the right place. The Clinical Contact Centre is staffed by teams of Call Handlers, and Clinicians taking calls from the public. The service acts as a vital link between the community and health care provision and is an important and integral part of the overall package of health care provided by the Welsh Ambulance Service Trust.

The successful post holder will pro-actively manage a team of Call Handlers as well as managing the call flow into the NHS 111 Wales service whilst carrying out operational duties. These include monitoring and reporting on everything that impacts on service delivery across the sites in Wales using call flow analysis software and working closely with Operational Managers to improve performance and maximise call handling capacity in real time in order to achieve the Trust’s KPIs. Duties also include auditing, carrying out development and performance plans and supporting the service as and when the service demand requires. The post will offer an opportunity to work within a busy and challenging team led environment. Co-ordinating and problem solving daily makes the post both demanding and interesting. This role currently operates 7 days per week, 365 days a year, 24 hours a day, and you are required to work a range of shifts. NHS 111 Wales is a bilingual service. We actively seek Welsh speakers to join the team.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

RemarkablePeople

Our workforce is made up of over 3,500 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the

Careers within the Welsh Ambulance Services NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.