At a Glance
- Tasks: Conduct quality audits and mentor new staff in a fast-paced environment.
- Company: Join the North West Ambulance Service, dedicated to saving lives.
- Benefits: Full-time role with opportunities for professional development and impactful work.
- Other info: Dynamic team environment with a focus on continuous improvement.
- Why this job: Make a difference in emergency services while developing your skills.
- Qualifications: Experience in call handling and a passion for helping 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.
Please ensure you have read the full job description and person specification carefully before submitting your application.
Senior Call Handler | North West Ambulance Service NHS Trust 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 well-being. As a Senior Call Handler, you will benefit from comprehensive training opportunities, a collaborative environment, and the chance to make a meaningful impact in emergency healthcare services. Located in Horwich, Bolton, this role provides a unique opportunity to contribute to vital community services while enjoying a fulfilling career path within the NHS.
Contact Details:
Career Choices Dewis Gyrfa Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Call Handler | North West Ambulance Service NHS Trust in Bolton
✨Tip Number 1
Get to know the North West Ambulance Service inside out! Research their values, mission, and recent news. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your call handling skills! Since this role involves quality assurance and coaching, brush up on your NHS Pathways knowledge and be ready to discuss how you can improve call performance and support your colleagues.
✨Tip Number 3
Network with current employees or join relevant forums. Engaging with people who already work at NWAS can give you insider tips and might even lead to a referral, which can boost your chances of landing the job!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the team.
We think you need these skills to ace Senior Call Handler | North West Ambulance Service NHS Trust 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, focus on showcasing your experience in call handling and quality assurance. Use specific examples that demonstrate how you've conducted audits or provided feedback in previous roles, as this is key for the Senior Call Handler position.
Be Clear and Concise:Keep your application clear and concise. We appreciate straightforward communication, so avoid jargon and get straight to the point. Make sure your passion for the role shines through without unnecessary fluff!
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’s super easy to navigate!
How to prepare for a job interview at Career Choices Dewis Gyrfa Ltd
✨Know Your NHS Pathways
Familiarise yourself with the NHS Pathways system before your interview. Understanding how it works and its importance in call handling will show that you're serious about the role and ready to hit the ground running.
✨Showcase Your Coaching Skills
Since the role involves mentoring new staff, be prepared to discuss your experience in coaching or training others. Share specific examples of how you've helped someone improve their performance or skills in a previous role.
✨Prepare for Quality Audits
Brush up on quality assurance processes and be ready to talk about how you would conduct audits. Think about how you can identify trends and provide constructive feedback, as this is key to the Senior Call Handler position.
✨Demonstrate Adaptability
The job requires travelling between sites and adapting to evolving responsibilities. Be ready to share examples of how you've successfully adapted to change in past roles, highlighting your flexibility and problem-solving skills.
