Emergency Call Handler

Job Title: Emergency Call Handler Location: Hellesdon, Norwich Hourly Pay Rate: Weekdays 06.00 to 20.00 £10.40 Nights 20.00 to 06.00 and Saturdays £13.62 Sundays and Bank Holidays £17.05 Contract Length: No End Date Sector: Public Sector Grafton Recruitment, are now seeking to appoint a number of Emergency Call Handlers for our client based in Norwich. The contract is open ended and is available to start ASAP. Duties Form part of a team of Call Handlers who will normally provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts. Where business continuity requires it, there may be a need to handle calls for one of the Trusts other two HEOCs or to relocate to one of them on a temporary basis. To respond to all incoming telephone calls to the HEOC, giving emergency calls priority over non-emergency calls; placing lower priority callers on hold when required, to achieve this. (Where ACD (Automatic Call Distribution) is active, emergency calls may be answered automatically for the user) Ensure the timely and accurate answering and recording of all requests for emergency resources (including doctors urgent requests and routine calls) using the Computer Aided Dispatch and appropriate clinical triage software. Receive and record telephone calls from a range of personnel including hospital staff; other Health Service professionals and other Emergency Services. Where rota's or staffing levels require it, carry out duties within the "out of hours" control, either call handling or dispatching received calls. This requirement like all duties is subject to the post holder having had appropriate training. Provide advice to clients as directed by clinical triage protocols and procedures. This will involve following a set process when applying the clinical triage software. Essential Knowledge/ Experience Qualifications 4 GCSEs at grade C or above (or an equivalent qualification) including English RSA Level 3, (or equivalent keyboard skill) Knowledge & Experience Keyboard skills Use of Information Technology such as windows-based systems and also Information Communication Technology such as telephony, email, fax Evidence of self-development Experience of call centre environment Understanding of medical terminology Customer service experience Personal Aptitude Commitment and loyalty to Trust High standards of personal professionalism Determination to meet targets Ability to judge priorities when dealing with emergency situations Willingness to learn Enthusiastic Personal Skills Excellent listening skills Effective verbal and written communication skills Work in an environment where decisions are based upon an ever-changing set of disparate circumstances Work on own initiative Prioritise and undertake numerous tasks simultaneously Remain calm under pressure Work as part of a high-performance team The ability to take and record information accurately Requirement to handle traumatic, emotional and distressing situations Empathy and compassion The ability to manage and support others during times of crisis -most commonly during an emergency call Hiring Contact: Lauren McNeal Agency: Grafton Recruitment If you would like any further information about any vacancies before applying, please feel free to contact This job was originally posted as www.totaljobs.com/job/94809186

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