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Saving... jbliUjCd Cardiff and Vale University Health Board {"required":[],"optional":[{"id":"queZ4xmG","grouping":"General Questions","question":"Can you tell us about yourself and why you are interested in the Call Handler position at CAV 24/7?"},{"id":"queChVsW","grouping":"General Questions","question":"What do you understand about the ‘Right Place, First Time’ principle, and how do you think it applies to this role?"},{"id":"queRWz7X","grouping":"General Questions","question":"What attracted you to work with Cardiff and Vale University Health Board specifically?"},{"id":"queApwhU","grouping":"Experience and Skills","question":"Can you describe any previous experience you have had in a call centre or health-related customer service environment?"},{"id":"quePzwNA","grouping":"Experience and Skills","question":"In your opinion, what are the key qualities needed for a successful Call Handler? Can you provide examples of how you demonstrate these qualities in your work?"},{"id":"queMyBzf","grouping":"Experience and Skills","question":"How do you prioritise calls when dealing with multiple inquiries at once? Can you provide a specific example from your past experience?"},{"id":"queMVIpd","grouping":"Experience and Skills","question":"Have you used any patient protocols or computer software in your previous roles? If so, can you describe your experience with them?"},{"id":"quevyiku","grouping":"Situational and Behavioural Questions","question":"Imagine you receive a call from a distressed caller who is unsure about their symptoms. How would you handle the situation?"},{"id":"queACt1H","grouping":"Situational and Behavioural Questions","question":"Can you give an example of a time you worked as part of a team to solve a problem? What was your role, and what was the outcome?"},{"id":"queKWA05","grouping":"Situational and Behavioural Questions","question":"How would you approach a situation where you do not know the answer to a caller's question?"},{"id":"queHpsGv","grouping":"Communication and Customer Service","question":"How do you ensure effective communication with callers from diverse backgrounds, including those with potential language barriers or differing levels of health literacy?"},{"id":"queCJ0KT","grouping":"Communication and Customer Service","question":"Can you provide an example of how you have handled a difficult customer or caller in the past?"},{"id":"queX35ia","grouping":"Communication and Customer Service","question":"What steps would you take to maintain professionalism and empathy when dealing with urgent health care calls?"},{"id":"quejmDCo","grouping":"Flexibility and Reliability","question":"This position may involve working unsociable hours and during bank holidays. How flexible are you with your availability, and how do you manage work-life balance in such situations?"},{"id":"que9QGAI","grouping":"Flexibility and Reliability","question":"Are you comfortable adapting to changes in protocols or processes? Can you give an example of a time when you successfully adapted in a previous role?"},{"id":"queuab38","grouping":"Welsh Language and Cultural Awareness","question":"Do you have any Welsh language skills, and how comfortable are you with using Welsh in a professional setting?"},{"id":"queR8jpd","grouping":"Welsh Language and Cultural Awareness","question":"What do you think is important when considering the cultural context of patients in Cardiff and the Vale?"},{"id":"queyubxK","grouping":"Closing Questions","question":"What are your career aspirations, and how does this role fit into your plans for the future?"}]} ![]()
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Practice Interview
Practice Interview
Call Handler • Cardiff
Cardiff and Vale University Health Board
Thank you for your interest in the position of Call Handler
in Cardiff
with Cardiff and Vale University Health Board.
Cardiff and Vale University Health Board
This is a video practice interview and we use your
computer's webcam & microphone device's camera phone's camera
to record your answers.
We record your answers one at a time. The whole thing should take you less than five minutes.
We record your answers one at a time. The whole thing should take you less than five minutes.
Interview Progress What to expect
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Then, we'll ask you to answer one or more questions of your choice from the list below:
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1. Can you tell us about yourself and why you are interested in the Call Handler position at CAV 24/7? Can you tell us about yourself and why you are interested in the Call Handler position at CAV 24/7?
2. What do you understand about the ‘Right Place, First Time’ principle, and how do you think it applies to this role? What do you understand about the ‘Right Place, First Time’ principle, and how do you think it applies to this role?
3. What attracted you to work with Cardiff and Vale University Health Board specifically? What attracted you to work with Cardiff and Vale University Health Board specifically?
4. Can you describe any previous experience you have had in a call centre or health-related customer service environment? Can you describe any previous experience you have had in a call centre or health-related customer service environment?
5. In your opinion, what are the key qualities needed for a successful Call Handler? Can you provide examples of how you demonstrate these qualities in your work? In your opinion, what are the key qualities needed for a successful Call Handler? Can you provide examples of how you demonstrate these qualities in your work?
6. How do you prioritise calls when dealing with multiple inquiries at once? Can you provide a specific example from your past experience? How do you prioritise calls when dealing with multiple inquiries at once? Can you provide a specific example from your past experience?
7. Have you used any patient protocols or computer software in your previous roles? If so, can you describe your experience with them? Have you used any patient protocols or computer software in your previous roles? If so, can you describe your experience with them?
8. Imagine you receive a call from a distressed caller who is unsure about their symptoms. How would you handle the situation? Imagine you receive a call from a distressed caller who is unsure about their symptoms. How would you handle the situation?
9. Can you give an example of a time you worked as part of a team to solve a problem? What was your role, and what was the outcome? Can you give an example of a time you worked as part of a team to solve a problem? What was your role, and what was the outcome?
10. How would you approach a situation where you do not know the answer to a caller's question? How would you approach a situation where you do not know the answer to a caller's question?
11. How do you ensure effective communication with callers from diverse backgrounds, including those with potential language barriers or differing levels of health literacy? How do you ensure effective communication with callers from diverse backgrounds, including those with potential language barriers or differing levels of health literacy?
12. Can you provide an example of how you have handled a difficult customer or caller in the past? Can you provide an example of how you have handled a difficult customer or caller in the past?
13. What steps would you take to maintain professionalism and empathy when dealing with urgent health care calls? What steps would you take to maintain professionalism and empathy when dealing with urgent health care calls?
14. This position may involve working unsociable hours and during bank holidays. How flexible are you with your availability, and how do you manage work-life balance in such situations? This position may involve working unsociable hours and during bank holidays. How flexible are you with your availability, and how do you manage work-life balance in such situations?
15. Are you comfortable adapting to changes in protocols or processes? Can you give an example of a time when you successfully adapted in a previous role? Are you comfortable adapting to changes in protocols or processes? Can you give an example of a time when you successfully adapted in a previous role?
16. Do you have any Welsh language skills, and how comfortable are you with using Welsh in a professional setting? Do you have any Welsh language skills, and how comfortable are you with using Welsh in a professional setting?
17. What do you think is important when considering the cultural context of patients in Cardiff and the Vale? What do you think is important when considering the cultural context of patients in Cardiff and the Vale?
18. What are your career aspirations, and how does this role fit into your plans for the future? What are your career aspirations, and how does this role fit into your plans for the future?
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{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nCall Handler with Cardiff and Vale University Health Board in Cardiff, Wales, United Kingdom\n\n CAV 24/7 - ‘Right place, First Time’ Full time and part time hours available, predominately weekday daytime and evening 7.5 hour shifts required with a few weekend shifts available. To note: There are very limited weekend/overnight and shorter evening shifts available, these would need to be discussed alongside weekday daytime shifts. Based at our Contact Centre at Cardiff Royal Infirmary (CRI). NHS Terms & Conditions – Band 2 Urgent Primary Care access is changing in Cardiff and Vale and we are looking for Call Handlers to join and expand our existing multi-disciplinary Team. What is CAV 24/7? A comprehensive ‘Phone First’ service that provides enhanced clinical telephone triage to ensure the citizens of Cardiff and Vale access safe and effective urgent care, underpinned by the principle of ‘right place, first time’. About The Role Working within a busy call centre environment, you will act as the first point of contact for our citizens with urgent health care needs. You will be responsible for answering calls, supported by computer software and patient protocols, which will enable you to establish the reason for the call. Call handlers will be responsible for answering a range of calls ranging from medical, dental, district nurse and mental health calls. This is in line with our right place, first time principle. You should have excellent team working skills and you must be reliable and flexible to meet the needs and demands of the service. There are full and part time positions available with this vacancy working across the 24/7 period. This role may include working unsociable hours, and there will also be a requirement to work during bank holiday periods. The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply. Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 15,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving around 500,000 people living in Cardiff and the Vale of Glamorgan, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services. Our mission is “Caring for People, Keeping People Well”, and our vision is that every person’s chance of leading a healthy life should be equal. As an organisation we are unashamedly ambitious for our population’s health, rising to the challenges of today and tomorrow through our 10-year strategy, Shaping our Future Wellbeing. We are contributing to a healthier Wales with great emphasis placed on innovation and improvement, learning from around the world and leading the way in clinical research. Partnership working is strong at Cardiff and Vale, and we work closely with our staff and our community. Cardiff, the thriving Welsh capital, is a fantastic city to live and work in with an abundance of sports, arts and cultural attractions. Situated to the west of Cardiff, the Vale of Glamorgan offers a combination of beautiful Welsh countryside and a dramatic natural coastline. Whether city life or rural living, Cardiff and the Vale offers the best of both worlds. For further details / informal visits contact: Name: Leannda Curry Job title: Team Leader Email address: Leannda.Curry@wales.nhs.uk Telephone number: 02921 845708"}