Job summary
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.
Main duties of the job
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
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.
Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.
Job description
Job responsibilities
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)
Experience Essential criteria
- Dealing with the public on the phone
- Working as part of a team
- Good Telephony Skills
Desirable criteria
- Health service experience
- Experience of working in a Call Centre environment
- Experience of working within a multi-disciplinary / multi-agency team.
Skills Essential criteria
- 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
Knowledge Essential criteria
- Ability to work within clearly defined limits
- Ability to add value and exercise own initiative
Special Requirements Essential criteria
- Regular shift work, including weekends and public holidays
- Able to commute to work in unsociable hours
Desirable criteria
Job description
Job responsibilities
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)
Experience Essential criteria
- Dealing with the public on the phone
- Working as part of a team
- Good Telephony Skills
Desirable criteria
- Health service experience
- Experience of working in a Call Centre environment
- Experience of working within a multi-disciplinary / multi-agency team.
Skills Essential criteria
- 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
Knowledge Essential criteria
- Ability to work within clearly defined limits
- Ability to add value and exercise own initiative
Special Requirements Essential criteria
- Regular shift work, including weekends and public holidays
- Able to commute to work in unsociable hours
Desirable criteria
Person Specification
Qualifications and Knowledge
Essential
- Minimum 5 GCSE's at Grade C or above, including Maths and English (or equivalent)
- Ability to work within clearly defined limits
- Ability to add value and exercise own initiative
- To undertake AMPDS course upon commencement of the post
Desirable
- NVQ Level 2 in a professionally related subject
Experience
Essential
- Dealing with the public on the phone
- Working as part of a team
- Good Telephony skills
Desirable
- Health Service experience
- Experience of working in a call entre environment
- Experience of working within a multi-disciplinary, multi-agency team
Skills and Attributes
Essential
- Excellent interpersonal skills
- Excellent communication 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
- Self-Motivated
- Flexible approach to work
- Ability to follow and interpret policies and procedures
- Ability to work under pressure and remain calm
- Analytical approach to work
- Ability to use critical thinking skills
- Punctual
Desirable
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
- Evidence of self-development
- Evidence of assisting others to develop
Other
Essential
- Able to commute to work in unsociable hours, for regular shift work, including weekends and public holidays.
Person Specification
Qualifications and Knowledge
Essential
- Minimum 5 GCSE's at Grade C or above, including Maths and English (or equivalent)
- Ability to work within clearly defined limits
- Ability to add value and exercise own initiative
- To undertake AMPDS course upon commencement of the post
Desirable
- NVQ Level 2 in a professionally related subject
Experience
Essential
- Dealing with the public on the phone
- Working as part of a team
- Good Telephony skills
Desirable
- Health Service experience
- Experience of working in a call entre environment
- Experience of working within a multi-disciplinary, multi-agency team
Skills and Attributes
Essential
- Excellent interpersonal skills
- Excellent communication 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
- Self-Motivated
- Flexible approach to work
- Ability to follow and interpret policies and procedures
- Ability to work under pressure and remain calm
- Analytical approach to work
- Ability to use critical thinking skills
- Punctual
Desirable
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
- Evidence of self-development
- Evidence of assisting others to develop
Other
Essential
- Able to commute to work in unsociable hours, for regular shift work, including weekends and public holidays.
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).
