Regional Auditor

3 weeks ago


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

Job overview

A vacancy has arisen for a regional Auditor at our Manchester - Parkway Site

The successful candidates will undertake a period of training and mentorship.

The application process is intended to facilitate the identification of a member of staff working within the Emergency Operations Centre who is keen to develop into the role of an EOC Auditor.

This role may on occasions involve travel and working as part of the NWAS EOC Audit Team across all 3 EOC’s

Successful candidates will then be invited to an interview/professional discussion.

Main duties of the job

The role provides support to the Emergency Operations Centre (EOC), Emergency Medical Dispatchers (EMD), through a continuous quality audit program helping to ensure staff from the EOCs provides an exceptional level of customer service and comply with the current call handling protocols and procedures. The role involves facilitating quality audit assessments on a range of incoming calls from across the NWAS EOCs and providing constructive feedback and support in a confidential manner.

Working for our organisation

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 needed.
We 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.

Person specification

Qualifications and Education

Essential criteria

Possess or is working towards NHS Pathways Coach or TrainerCustomer Service based qualificationAdditional specialist training/experience to NVQ 4 level or equivalentAt least 12 months Detailed knowledge of 999 triage call handling

Skills and Abilities

Essential criteria

Excellent communication skills both written and verbalAssertiveness and willingness to challenge unacceptable practiceSelf-motivation and initiative, with excellent organisation and time management skillsCollaborative approach to team work with the ability to build and sustain effective communications with other key rolesAble to communicate difficult/sensitive information tactfully, sometimes in a highly emotive situationCultural/diversity awareness and evidence of nondiscriminatory practiceFair and balanced approachPositive and enthusiastic approach to work and challenging situationsFlexibility to working patterns

Desirable criteria

The ability to have a strong impact and influence key decisionsExcellent presentation skills

Knowledge and Experience

Essential criteria

Ability to interpret statistical data effectively in order to make meaningful judgementsProven ability to give constructive quality related feedback to colleaguesIn-depth understanding of the Call Handler roleComputer literate with good working knowledge of all Microsoft Office Applications, particularly Excel.

Desirable criteria

Experience of developing and implementing performance related action plans for individuals
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