Job summary
Locations:We are recruiting for Call Handlers based at our Integrated Contact Centres (ICC) across the North West. Candidates should only apply for the advert for the site they wish to work from, (Middlebrook in Bolton, Speke in Liverpool, Broughton near Preston or Whalley Range in Manchester)
Salary:Band 3. Basic pay£22,816 rising to £24,336after 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£30,000per 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 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.
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 both part time and 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 can also be provided at interview.
Assessments Centres and interviews will take place from early March 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. Courses will start in May and June 2024. Please note that courses will run 08:00 to 16:00 Monday to Friday. There may be some opportunities for part time courses but this will be discussed at interview.
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.
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 both part time and 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 can also be provided at interview.
Assessments Centres and interviews will take place from early March 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. Courses will start in May and June 2024. Please note that courses will run 08:00 to 16:00 Monday to Friday. There may be some opportunities for part time courses but this will be discussed at interview.
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 decisionmaking 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
- Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
- Being at our best - professional and adaptable and takes pride in work.
- Making a difference - act with compassion, kindness and integrity towards everyone.
- Commitment to providing service that meets the changing needs of healthcare.
- Ability to work effectively in a team, providing support as appropriate, to achieve shared goals.
- Focus on constructive evaluation and challenge of own and team performance.
- Proactive in identifying opportunities for improvement and innovation.
- Ability to work as part of a team.
- Ability to use own initiative.
- Ability to demonstrate Resilience.
- Maintaining and understanding client confidentiality.
- Computer literate with a working knowledge of Microsoft Office applications.
- Excellent interpersonal skills.
- Able to cope under pressure and deal tactfully with difficult situations.
- Demonstrable evidence of empathy and social understanding.
- Evidence of self-development and assisting others to develop.
- Commitment to punctuality, flexible shift working, and understanding of 365 day/24 hour rostering.
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 decisionmaking 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
- Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
- Being at our best - professional and adaptable and takes pride in work.
- Making a difference - act with compassion, kindness and integrity towards everyone.
- Commitment to providing service that meets the changing needs of healthcare.
- Ability to work effectively in a team, providing support as appropriate, to achieve shared goals.
- Focus on constructive evaluation and challenge of own and team performance.
- Proactive in identifying opportunities for improvement and innovation.
- Ability to work as part of a team.
- Ability to use own initiative.
- Ability to demonstrate Resilience.
- Maintaining and understanding client confidentiality.
- Computer literate with a working knowledge of Microsoft Office applications.
- Excellent interpersonal skills.
- Able to cope under pressure and deal tactfully with difficult situations.
- Demonstrable evidence of empathy and social understanding.
- Evidence of self-development and assisting others to develop.
- Commitment to punctuality, flexible shift working, and understanding of 365 day/24 hour rostering.
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).
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