At a Glance
- Tasks: Lead quality audits and coach new call handlers in a dynamic emergency service environment.
- Company: Join the North West Ambulance Service, dedicated to saving lives and supporting communities.
- Benefits: Enjoy a permanent role with full-time hours and opportunities for professional development.
- Other info: Be part of a vital service that operates 24/7, ensuring public safety and health.
- Why this job: Make a real difference by improving call handling and supporting your team in critical situations.
- Qualifications: Experience in call handling and a passion for coaching and mentoring others.
The predicted salary is between 37338 - 44962 £ per year.
The role of Senior Call Handler supports the Integrated Contact Centre (ICC) by conducting quality assurance audits on NHS 111, 999, and dual-trained call handlers using NHS Pathways. It involves delivering preceptorship and coaching to new and developing staff, ensuring adherence to call handling protocols and national standards. The post holder works closely with management and training teams to improve call quality and performance, supports the Non-Clinical Hunt Group (NCHG), and maintains their own skills and NHS Pathways license.
Key Responsibilities:
- Conduct quality audits and evaluate call performance against national standards.
- Identify trends and provide actionable feedback and improvement plans.
- Deliver constructive feedback to individuals and support learning needs through CPD and training resources.
- Analyse call and performance data to support decision-making and investigations.
- Maintain proficiency in call handling, software systems, and NWAS tools.
- Develop and share training aids; promote peer/self-audit culture.
- Act as a preceptor and mentor for new and developing staff.
- Provide non-clinical support 24/7 via the NCHG and escalate clinical concerns appropriately.
- Participate in major incident support and maintain frontline resilience when needed.
- Travel between ICC sites and adapt to evolving responsibilities in line with service changes.
- Carry out SMART Target audits to support Call Handlers in identified areas of deviation.
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport. Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed. We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need. Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident. We also deliver the NHS 111 service in the North West.
NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Please ensure you have read the full job description and person specification carefully before submitting your application.
Senior Call Handler & NHS Pathways Coach in Bolton employer: Career Choices Dewis Gyrfa Ltd
The North West Ambulance Service NHS Trust is an exceptional employer, offering a supportive work culture that prioritises employee development and continuous learning. As a Senior Call Handler & NHS Pathways Coach in Horwich, Bolton, you will benefit from comprehensive training opportunities, a collaborative environment, and the chance to make a meaningful impact on community health services while working alongside dedicated professionals committed to saving lives.
Contact Details:
Career Choices Dewis Gyrfa Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Call Handler & NHS Pathways Coach in Bolton
✨Tip Number 1
Network like a pro! Reach out to current or former employees at North West Ambulance Service on LinkedIn. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to call handling and NHS Pathways. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills during the interview! Bring examples of how you've improved call quality or trained others in previous roles. This will demonstrate your fit for the Senior Call Handler position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Call Handler & NHS Pathways Coach in Bolton
Some tips for your application 🫡
Read the Job Description Thoroughly:Before you start your application, make sure to read the job description and person specification carefully. This will help us understand what we're looking for and ensure you tailor your application to highlight your relevant skills and experiences.
Showcase Your Experience:When writing your application, be sure to showcase your experience in call handling and coaching. Use specific examples that demonstrate how you've conducted quality audits or delivered feedback, as this aligns perfectly with the role of a Senior Call Handler.
Be Clear and Concise:Keep your application clear and concise. We appreciate straightforward communication, so avoid jargon and get straight to the point. Highlight your key achievements and how they relate to the responsibilities outlined in the job description.
Apply Through Our Website:Finally, don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Career Choices Dewis Gyrfa Ltd
✨Know Your NHS Pathways Inside Out
Make sure you’re well-versed in NHS Pathways and the protocols involved in call handling. Brush up on the latest guidelines and be ready to discuss how you’ve applied them in previous roles. This will show your commitment to quality assurance and adherence to national standards.
✨Showcase Your Coaching Skills
Since the role involves mentoring new staff, prepare examples of how you've successfully coached or trained others in the past. Think about specific situations where your feedback led to improvement, and be ready to share these stories during the interview.
✨Data Analysis is Key
Familiarise yourself with how to analyse call performance data. Be prepared to discuss how you would identify trends and provide actionable feedback. Highlight any experience you have with data analysis tools or methods that could enhance call quality.
✨Demonstrate Adaptability
The job requires travelling between ICC sites and adapting to evolving responsibilities. Share examples of how you’ve successfully adapted to change in previous roles. This will show that you’re flexible and ready to meet the demands of a dynamic work environment.
