Senior Call Handler in 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:

• Answer operational calls that come into the EOC.
• Utilise the chosen clinical triage software system to prioritise calls as soon as possible.
• Enter information into the Computer Aided Dispatch (CAD) system accurately and promptly.
• Provide pre-arrival advice to callers where appropriate.
• Provide leadership and support to call handlers, specifically in terms of mentorship and ongoing development.

This is a busy but rewarding role which will suit someone who enjoys making decisions, adapting quickly to changing itineraries, and providing excellent customer service for hospitals and patients.

Main duties of the job:

• Form part of a team of Call Handlers and Senior Call Handlers who provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts.
• Respond to all incoming telephone calls to the EOC, giving emergency calls priority over non-emergency calls.
• Ensure the timely and accurate answering and recording of all requests for emergency resources using the Computer Aided Dispatch and appropriate clinical triage software.
• Receive and record telephone calls from a range of personnel including hospital staff, other Health Service professionals, and other Emergency Services.
• Complete the clinical triage process for each emergency call received to ensure patients receive a timely response for their condition.

Working for our organisation:

You will have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city nearby and the invigorating North Sea coast to the east. At EEAST, we provide 24-hour urgent care to those in need of emergency and non-emergency medical treatment and transport across several counties.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We 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 support our employees in achieving a balance between work and other priorities, such as caring responsibilities and further learning, and welcome flexible working requests.

Detailed job description and main responsibilities:

For a thorough understanding of the role, please consult the attached Job Description and Person Specification. This document provides an in-depth overview of what the position entails.

How to apply:

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

Person specification:

Qualifications:

• Essential: Two GCSEs Grade C (or above), one must be in English or Functional Skills Level 2 in English and Maths (or equivalent).
• Desirable: First Aid/First Person On Scene qualification, Computer Applications User qualification, European Computer Driving Licence (ECDL), Instructional methods qualification, NVQ in Customer Service.

Skills and Knowledge:

• Essential: Evidence of self-development.

Personal Qualities, Abilities and Attributes:

• Essential: Flexibility to work rota hours and additional hours as required.

Experience:

• Essential: Demonstrable experience in MPDS Call Handler role, customer service experience, experience in mentoring within a call centre environment.

References and Employment History:

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 meet the minimum selection criteria for any post, you will get an automatic interview.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We positively encourage applications, regardless of age, race, religion & belief, sex, gender reassignment, sexual orientation, marriage & civil partnership, pregnancy & maternity or disability.