Call Handler Coordinator

Job summary

A vacancy exists for a Call Handler Co-ordinator based at Snowdon House, Bangor. 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.

Main duties of the job

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.

Successful candidates will be invited for formal interview when a presentation will also be required.

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.

In line with the Trust's Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.