Job summary
The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a Support Coordinator currently based within the Clinical Contact Center at Llanfairfechan, but relocating to St Asaph in the near future.
Main duties of the job
You will support the Response Coordinator in all operational and administrative matters that would otherwise detract from the primary role of the Response Coordination team in managing their resources, and call take on a rotational basis.
You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.
The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential.
The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.
Due to the nature of working hours and shift patterns applicants must be aged 18 years or over to comply with 'Young Workers at Work Regulations'.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
#RemarkablePeople
Our workforce is made up of over 4,000 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 Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.
Careers within the Welsh Ambulance Services University 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.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Qualifications and Knowledge
Essential
- 5 GCSEs (or equivalent qualifications) at Grade C or above including English Language and Maths, and or suitable relevant experience
- Medical Priority Dispatch System certified, due to dual role, and or willing to obtain within 12 months
- Awareness of EMSC SOPs and Trust Policies.
- NVQ Level 3 Call Centre within 12 months of appointment.
- Commitment to continuous professional development.
- Trained loggist
Desirable
- Understanding change management and the impact on individuals, teams and organisation.
- JESIP trained
- Call centre call handling and dispatch experience.
- NHS Experience
Experience
Essential
- Experience of supporting Emergency Contact Centre colleagues.
- Ability to demonstrate good working knowledge of call flow, skills and systems, response systems, staff management including rostering.
- Experience within a customer orientated organisation.
- Experience of managing challenging situations.
- IT literacy
- Analytical ability and problem solving
Desirable
- Experience working in a call centre environment.
- Delivering organisational outcomes through internal and external engagement and participation.
- Optimising performance
- Delivering outcomes in line with the values and required behaviours of the organisation.
- Analytical ability and problem solving
- Implementation of equal opportunities
- Ability to demonstrate a good working knowledge of systems.
- Aware of service delivery KPIs and able to demonstrate appropriate actions to address any deviations
Skills and Attributes
Essential
- Good written and verbal communication skills
- Good oral communication
- Ability to work as part of a team
- Ability to handle multiple tasks effectively
- Ability to work to defined policy, procedures, practice, and instructions
- Standard Keyboard Skills
- High standards of personal professionalism
- Responsive professional and positive attitude and approach
Desirable
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
- Able to create effective working relationships with work colleagues to promote good / best practice
- Awareness of personal strategies deployed when faced with distressing situations
- Knowledge of analysing information in a meaningful manner in order to inform service provisions
Values
Essential
- Ownership of the Trust behaviours
Other
Essential
- Ability to work shift patterns
- Ability to travel within geographical area
- Flexible approach to work
Person Specification
Qualifications and Knowledge
Essential
- 5 GCSEs (or equivalent qualifications) at Grade C or above including English Language and Maths, and or suitable relevant experience
- Medical Priority Dispatch System certified, due to dual role, and or willing to obtain within 12 months
- Awareness of EMSC SOPs and Trust Policies.
- NVQ Level 3 Call Centre within 12 months of appointment.
- Commitment to continuous professional development.
- Trained loggist
Desirable
- Understanding change management and the impact on individuals, teams and organisation.
- JESIP trained
- Call centre call handling and dispatch experience.
- NHS Experience
Experience
Essential
- Experience of supporting Emergency Contact Centre colleagues.
- Ability to demonstrate good working knowledge of call flow, skills and systems, response systems, staff management including rostering.
- Experience within a customer orientated organisation.
- Experience of managing challenging situations.
- IT literacy
- Analytical ability and problem solving
Desirable
- Experience working in a call centre environment.
- Delivering organisational outcomes through internal and external engagement and participation.
- Optimising performance
- Delivering outcomes in line with the values and required behaviours of the organisation.
- Analytical ability and problem solving
- Implementation of equal opportunities
- Ability to demonstrate a good working knowledge of systems.
- Aware of service delivery KPIs and able to demonstrate appropriate actions to address any deviations
Skills and Attributes
Essential
- Good written and verbal communication skills
- Good oral communication
- Ability to work as part of a team
- Ability to handle multiple tasks effectively
- Ability to work to defined policy, procedures, practice, and instructions
- Standard Keyboard Skills
- High standards of personal professionalism
- Responsive professional and positive attitude and approach
Desirable
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
- Able to create effective working relationships with work colleagues to promote good / best practice
- Awareness of personal strategies deployed when faced with distressing situations
- Knowledge of analysing information in a meaningful manner in order to inform service provisions
Values
Essential
- Ownership of the Trust behaviours
Other
Essential
- Ability to work shift patterns
- Ability to travel within geographical area
- Flexible approach to work
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
