ICC Call Handler

Job summary

Locations: 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 Broughton, Preston 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.

6th September -

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9th September -

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9th September -

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11th September -

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Salary: Band 3. Basic pay £22,816 rising to £24,336 after two years. For potential earnings with shift enhancements/unsocial hour payments but not including overtime, a typical call handler on a basic salary of £24,336 who works approximately 25% of their hours as unsocial hours could expect to get paid in the region of £30,000 per annum, before tax and deductions.

Are you someone who thrives in high-pressure environments? Do you have a passion for being the first point of contact for those in need when they need us the most? Can you provide a voice of reassurance and support? If so, North West Ambulance is looking for individuals like you to make a real difference

Join our team and take on a vital role as a call handler for North West Ambulance.

You will need experience of data input (Office 365) and a high standard of keyboard/typing skills. Experience of working in a call centre or customer service environment is desirable. We are looking for individuals who have a passion for providing excellent customer service. You will also have a flair for telephone communication and enjoy working in a role that is challenging as it is rewarding.

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.

Handling a wide range of calls and thriving amid the challenges this presents, 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. People call the ambulance service for a variety of reasons, and you would need to be confident in dealing with a range of people in varying situations. 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.

About us

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Job description

Job responsibilities

Successful candidates will have to deliver correct care advice and guidance to callers dependent upon the reason for the call. 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. If your shift falls on a bank holiday, it will form part of your working hours. This includes the Easter and the festive period. Due to the nature of the hours only applicants over the age of 18 can apply for this role.

We are currently looking for full-time call handlers. Some examples start times are Monday to Friday from 16:00 hours and weekends from 08:00 hours. There is an expectation that candidates are flexible and available to accommodate working a number of set shifts per week including weekends.

It is recommended that you read the attached frequently asked questions explaining the training process which will also contain a sample shift pattern. Further information and available shift patterns may be provided at interview.

Please be aware that this role does not currently meet the criteria for Health & Care Worker sponsorship. Candidates requiring sponsorship may wish to review the eligibility criteria at before applying.

Assessment Centre and interview will take place weekend of 19th October 2024 . Candidates will only be invited to one site and will receive one interview and assessment therefore please ensure you apply for the correct location in which you would like to be based. Assessments will need to be passed before the candidates can progress to interview.

Course Dates - 17th March 2025

The course is run on a Full Time basis hours per week up to 10 weeks from the given start date. Training consist's of classroom sessions for the first 6 weeks running Mon-Fri 08:00-16:00, followed by mentoring for the remaining 4 weeks in which your shift patterns will vary.

(No part time hours available, you must be able to commit to the full time training for the full 10 weeks as of the course start date, no leave is allowed during the training time)

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.

Person Specification

Skills / Competencies

Essential

Keyboard / data entry skills Competent and confident user of computer-based information systems Demonstrable verbal & written communication skills Ability to follow and interpret policy and procedures Demonstrable effective listening, analytical and decision-making skills Ability to deal with queries from the public/patients in a tactful and appropriate manner, demonstrating empathy and compassion

Qualifications, Knowledge and Experience

Essential

Educated to GCSE standard or equivalent (one of which must be English), or in the absence of such, previous call handling/customer service experience.

Values and Behaviours

Essential

Proactive in identifying opportunities for improvement and innovation. Ability to work as part of a team. Ability to use own initiative. Maintaining and understanding client confidentiality. Excellent interpersonal skills. Evidence of self-development and assisting others to develop Commitment to punctuality, flexible shift working, and understanding of 365 day/24 hour rostering

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