999 Emergency Call Handler - Chelmsford

EEAST is a great place to work, with great people and career opportunities. No two days are the same; if you are looking for a varied and supportive environment, EEAST can offer you that and more!

Job overview:

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 looking for Call Handlers to work 8-hour shifts flexibly across 9am to midnight, Monday to Sunday. Our emergency call handlers are committed, enthusiastic individuals who care about people. They must have the ability to listen and respond, processing information quickly and accurately into the Computer Aided Dispatch system. Customer service skills are important, and the ability to remain calm and supportive as some callers will be experiencing significant distress and trauma, including the loss of a loved one, is essential.

Main duties of the job:

• Answer 999 calls that come into the Emergency Operating Centre in a timely manner.
• Utilise the clinical triage software system to deliver a category of response to our callers.
• Be polite, courteous and respectful at all times when talking to patients, callers and your peers, in line with the Trust's values and behaviours.

Working for our organisation:

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. At EEAST, we bring together all our skills to provide 24-hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire. We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

Detailed job description and main responsibilities:

For a thorough understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear picture of what the position entails.

How to apply:

• Step 1 - Read the advert and the Job Description and Person Specification (attached).
• Step 2 - Complete the Supporting Statement indicating how you meet each of the criteria contained within the Person Specification.
• Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.

Person specification:

• 4 GCSEs at grade C or above (or an equivalent qualification) including English or equivalent suitable Call Centre experience.
• Effective verbal and written communication skills.
• Work on own initiative.
• Prioritise and undertake numerous tasks simultaneously.
• Remain calm under pressure.
• Work as part of a high-performance team.

Personal Attributes:

• High standards of personal professionalism.
• Determination to meet targets.
• Ability to judge priorities when dealing with emergency situations.
• Willingness to learn.
• Empathy and compassion.

All references from current and previous employers will be sought via their Human Resources Department and must cover a minimum of 3 years employment. All appointments will be subject to currently having a clean disciplinary record. Please be advised that a No Smoking Policy is in operation throughout the Trust.

Guaranteed Interview Scheme: Under the Trust's commitment 'Positive about Disabled People', if you consider yourself as having a disability and you meet the minimum selection criteria for any post, you will get an automatic interview.