Call Handler (999)inSt AsaphinSt AsaphPUBLISHED TUE 11 FEB 2025
Welsh Ambulance NHS TrustrKZtI2XT
Applicants should have at least five GCSEs or an equivalent qualification, along with experience in customer service, preferably in a call center or healthcare setting. The role involves working on varied shifts, including nights, weekends, and holidays, necessitating flexibility and the ability to remain calm under pressure. Key skills include effective telephony, teamwork, and a proactive approach to following policies and procedures.
The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a 999 Call Handler.
The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential.
The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.
The role is currently based in Bryn Tirion, Llanfairfechan with a relocation to St Asaph in the very near future
As part of the role you will liaise with members of the public as well as Health Care Professionals andgood communication and customer care are essential skills required by the post.
You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Person specification Qualifications Essential criteria- Minimum 5 GCSEs or NVQ Level 3 (or equivalent)
- Dealing with the public on the phone
- Working as part of a team
- Good Telephony Skills
- Health service experience
- Experience of working in a Call Centre environment
- Experience of working within a multi-disciplinary / multi-agency team.
- Excellent interpersonal skills
- Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills
- Able to work independently or as part of a team
- Ability to follow and interpret policies and procedures
- Analytical approach to work
- Ability to work under pressure and remain calm
- Typing / word processing skills
- Flexible approach to work
- Ability to work within clearly defined limits
- Ability to add value and exercise own initiative
- Regular shift work, including weekends and public holidays
- Able to commute to work in unsociable hours
- Ability to speak Welsh
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