Job summary
111 Call Handler / Call Centre
South Central Ambulance Service are looking to recruit a number of 111 Call operators to join our team based in Milton Keynes.
As a 111 Call handler / operator, you will be responsible for answering calls from members of the public and providing them with an appropriate response for their healthcare needs.
You will receive full training on NHS Pathways (a clinical assessment tool), you will assess the needs of the patient and implement any necessary action ranging from; dispatching an ambulance, making a referral to the clinical service or simply providing basic advice.
You will need to be able commit to full time training for 6 weeks. During this 6 week period you will need to have 100% attendance.
Main duties of the job
Roles and responsibilities of 111 call handler / call operator include:
- Answer and respond to incoming 111 calls
- Ensure Pathways is followed, and the correct advice and outcome is selected
- Always maintain a calm and professional manner
To be successful in this role we require candidates to meet the following criteria:
- Competent in the use of IT systems
- Good all round education (i.e. 2 GCSEs at equivalent of grade 4 or above including English), or equivalent demonstrable experience in a similar role.
- Customer service experience from a telephone or face to face role
- Ability to multi-task and manage competing priorities
- Good written and verbal communication skills
- Ability to listen and record information accurately
About us
Benefits for this role include:
- Starting salary £22,816 pro rata + Unsocial hours payments (annual salary circa £26,000 prop rata)
- 27 days holiday plus bank holiday rising to 33 days (pro-rata for part time)
- Enrolment into the NHS pension scheme
- Access to many discounts
- Free onsite car parking
- Employee assistance program
- Rota basis
Job description
Job responsibilities
The Recruitment Process
The recruitment process consists of 3 stages. Candidates successful at each stage will progress to the next stage.
- Application online application form, answering questions explaining clearly how you meet the essential and desirable criteria for the role. Use the additional information section to provide information on all relevant experience.
- Assessment session an online assessment session gauging your listening and understanding skills, critical thinking skills and problem-solving skills. You will need to have access to a webcam and a laptop or PC to do the assessments (you will need to use a keyboard).
- Interview an online interview with a 111 Health Advisor Call Handler from the ambulance service, discussing your skills, experience and providing an opportunity for you to find out more about the role.
Disability support
If you have any queries relating to disability and the role or recruitment process, get in touch at ccc.recruitment@scas.nhs.uk
Please be advised that South Central Ambulance Service reserves the right to close this campaign earlier than the advertised closing date.
Job description
Job responsibilities
The Recruitment Process
The recruitment process consists of 3 stages. Candidates successful at each stage will progress to the next stage.
- Application online application form, answering questions explaining clearly how you meet the essential and desirable criteria for the role. Use the additional information section to provide information on all relevant experience.
- Assessment session an online assessment session gauging your listening and understanding skills, critical thinking skills and problem-solving skills. You will need to have access to a webcam and a laptop or PC to do the assessments (you will need to use a keyboard).
- Interview an online interview with a 111 Health Advisor Call Handler from the ambulance service, discussing your skills, experience and providing an opportunity for you to find out more about the role.
Disability support
If you have any queries relating to disability and the role or recruitment process, get in touch at ccc.recruitment@scas.nhs.uk
Please be advised that South Central Ambulance Service reserves the right to close this campaign earlier than the advertised closing date.
Person Specification
Qualifications and Training
Essential
- Good all round education (i.e. 2 GCSEs at equivalent of grade 4 or above including English), or equivalent demonstrable experience in a similar role
Desirable
- GuidanceScore NHS Pathways Trained
- NVQ 2/3 Customer Services or equivalent demonstrable experience
Knowledge and Experience
Essential
- Experience in a customer/patient services environment, dealing with the members of the general public
- Experience of using computerised systems
- Experience of using a telephone as a regular means of communication in a work environment
Desirable
- Geographical knowledge of the operational area
- Experience of working rotating shifts
- Knowledge of first aid and/or anatomy
Person Specification
Qualifications and Training
Essential
- Good all round education (i.e. 2 GCSEs at equivalent of grade 4 or above including English), or equivalent demonstrable experience in a similar role
Desirable
- GuidanceScore NHS Pathways Trained
- NVQ 2/3 Customer Services or equivalent demonstrable experience
Knowledge and Experience
Essential
- Experience in a customer/patient services environment, dealing with the members of the general public
- Experience of using computerised systems
- Experience of using a telephone as a regular means of communication in a work environment
Desirable
- Geographical knowledge of the operational area
- Experience of working rotating shifts
- Knowledge of first aid and/or anatomy
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.
