Emergency Call Handler

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 appointing Call Handlers at our Emergency Operations Centre in Bedford.

Our emergency call handlers are hardworking, enthusiastic and must process information quickly and accurately to support patients ensuring that data is accurately input into the Computer Aided Dispatch system, whilst ensuring high levels of customer service. The information and advice you will be giving to patients is managed through a triage tool and will give you the essential information at the time.

You need to be dynamic, able to manage a lot of information at once, have empathy, great communication skills resilience and work well within a team.

All the training and mentoring you will need to undertake this role will be provided - no clinical experience is required!

Shifts are covered 24/7 on a rota basis, 365 days per year, including evenings, nights, and weekends. You will work shifts a minimum of 8 hours and a maximum of 12 hours on a roster basis. Staff are paid an additional enhancement for work outside normal hours:

All time on Saturday, and any week day after 8 pm and before 6 am - normal rate plus 35%All time on Sundays and Public Holidays - normal rate plus 69%This could mean for a night shift you receive an extra £4 per hour, and for a Sunday or Bank Holiday an extra £7 per hour.

Main duties of the job

999 call-takers receive emergency calls, prioritising patients to ensure the most appropriate help is arranged, and where necessary give life-saving instructions. The role is varied, also dealing with requests from hospitals, GPs and other healthcare professionals, as well as enquiries from the general public.

We need individuals who have a good standard of education to include 4 GCSEs at Grade C or above (including English Language), or equivalent qualifications , and good computer literacy. If you do not have GCSEs but have experience working in a call centre environment, then this can be considered as an alternative. Candidates will need to pass two online assessments and we will need to carry out enhanced background checks. It would benefit to have a full UK driving license and access to your own vehicle (due to work site locations).

*Please note qualifications will need to be evidenced*

About us

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.

All employees receive the following benefits as part of EEAST:

• Free onsite parking
• Enrolment in NHS pension
• Access to NHS and Blue Light Discounts
• Uniform provided
• Professional development and mentoring

Employer details

Employer name

East of England Ambulance Service

Address

Bedford EOC

Bedford

MK41 0RG

Employer's website

https://www.eastamb.nhs.uk (Opens in a new tab)

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Employer details

Employer name

East of England Ambulance Service

Address

Bedford EOC

Bedford

MK41 0RG

Employer's website

https://www.eastamb.nhs.uk (Opens in a new tab)

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