CallEEAST Advisor

East of England Ambulance Service

The closing date is 07 April 2025

Job summary

We are after a dynamic, fun, hardworking individuals to join our team within the Contact Centre in Norwich, as a CALLEEAST Call Handler

CallEEAST provides a 24/7 non-emergency call handling service which includes Patient Transport Eligibility Screening, Telephone Answering Doctors Line , Message handling for Community Nursing and Midwifery Services. Please note that although we are part of the Ambulance Service, this position is NOT for a 999 Call Handler.

Main duties of the job

The role of the Call Handler will be to answer operational calls that come into the contact centre. The call handler will provide accurate assistance over the telephone using the appropriate software/triaging tools. If necessary, put the caller in touch with other Service Providers, as appropriate. The position will require interaction not only with the public but also other healthcare professionals, emergency services and community organisations.

About us

You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

Date posted

24 March 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£23,615 a year per annum pro rota

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

247-SS-CEA-0325

Job locations

CallEEast (EEAST)

18 Central Avenue

Norwich

NR7 0HR

Job description

Job responsibilities

For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.

Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.

How to applyStep 1 - Read the advert and the Job Description and Person Specification (attached)Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.

Job description

Job responsibilities

Person Specification

Knowledge and Experience

Essential

Experience of Contact Centre

Desirable

Experience of working in a HCP organisation

Personal Aptitude

Essential

Ability to work under pressure in stressful environment
Ability to communicate clearly/concisely

Desirable

Commitment to providing excellent customer service

Person Specification

Knowledge and Experience

Essential

Experience of Contact Centre

Desirable

Experience of working in a HCP organisation

Personal Aptitude

Essential

Ability to work under pressure in stressful environment
Ability to communicate clearly/concisely

Desirable

Commitment to providing excellent customer service

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.