999 Emergency Call Handler - Norwich
The closing date is 06 June 2025
Job summary
Can you keep a cool head at times of crisis? Do you care about others? Do you want a career helping those in need? If the answer is yes, then this could be the job for you!
We are looking for Call Handlers to work 12 hour shifts flexibly from Monday to Sunday.
Our emergency call handlers are committed, enthusiastic individuals who care about people. They must have the ability to listen and respond, processing information quickly and accurately into the Computer Aided Dispatch system. Customer service skills are important and the ability to remain calm and supportive as some callers will be experiencing significant distress and trauma, including the loss of a loved one. Being able to remain focused on giving the right advice and support despite experiencing the emotions of others is a real skill and strong calm communication is required.
All the training and mentoring you will need to undertake this role will be provided - no clinical experience is required; however, we do ask that you read the pre employment guidance which will support you when you commence training.
All of the instructions and advice you will be giving to callers/patients is managed through a triage tool, it is intuitive and will present to you at the right time.
No clinical experience is required, and although some call-centre experience would be an advantage, it is not essential.
Main duties of the job
Answer 999 calls that come into the Emergency Operating Centre in a timely manner. Utilise the clinical triage software system you will have been trained in to deliver a category of response to our callers. Please note, there may be a change to this software, in the future and if so, full training will be provided. You are required to be polite, courteous and respectful at all times when talking to patients, callers and your peers, in line with the Trusts values and behaviours. Working for our organisation
EEAST provides emergency services across a diverse region. Our Call Centre teams are a dedicated and resilient group, as the first point of contact with patients in their time of need.
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.
Details
Date posted
04 June 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,625 to £25,674 a year per annum
Contract
Permanent
Working pattern
Full-time, Part-time, Flexible working
Reference number
247-EOC-N-CH-0525
Job locations
Norwich EOC
Hospital Lane
Norwich
NR6 5NA
Employer details
Employer name
East of England Ambulance Service
Address
Norwich EOC
Hospital Lane
Norwich
NR6 5NA
Employer's website
https://www.eastamb.nhs.uk (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
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