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- Tasks: Provide 24/7 support to those affected by sexual assault, managing calls and triage.
- Company: Join Mountain Healthcare, a leader in forensic care with a compassionate mission.
- Benefits: Enjoy enhanced pay schemes, 6 weeks annual leave, and funding for further education.
- Why this job: Make a real difference in people's lives during their most challenging moments.
- Qualifications: Strong communication skills and experience in customer service or call handling required.
- Other info: Flexible hours available, with opportunities for career growth and professional development.
The predicted salary is between 13 - 16 ÂŁ per hour.
Are you looking for a new and exciting alternative career path within the forensic care sector? How would you like to work for an innovative and market‑leading organisation? This is the perfect opportunity for a compassionate person with a desire to help others at the greatest time of need.
Main duties of the job
The right candidate needs to be able to multitask and work well under pressure. It's a very busy role, where no two days are the same (IT skills and Customer Service experience will be essential). We are looking for someone to join us 16 to 40 hours per week on various contracts available.
This Emergency Call Handler role would suit candidates with excellent telephone and customer service skills, an understanding of telephone triage, and previous experience as a Call Handler. All successful candidates will be subject to pre‑employment checks including an Enhanced DBS check, two satisfactory references, and Police vetting NVVP Level 2 checks.
About us
Founded by passionate clinicians on a mission to provide expert patient‑centred services, Mountain Healthcare leads the clinical forensic healthcare provisions sector in the UK. A premier partner of NHS England and the police, our unique provisions include Sexual Assault Referral Centres (SARCs), Police Custodial Healthcare, Secure Estate Healthcare and clinical telephone advice.
Job responsibilities
- Provide 24/7 support to people affected by sexual assault and rape, working with professionals such as Police and Social Services to arrange forensic examinations at our Sexual Assault Referral Centres.
- Deliver high‑quality telephone triage and call handling, manage a high volume of calls under tight deadlines, prioritise workload and meet performance targets.
Company benefits
- Enhanced sickness pay scheme
- Enhanced Maternity Pay after 1 year’s service
- Enhanced Neonatal/Adoption Pay after 1 year’s service
- Advanced rota planning for better work‑life balance
- 6 weeks annual leave
- Pension Scheme
- Life Assurance
- Employee Assistant Programme
- Long Service/Team of the Month Awards
- A range of accredited and CPD training courses and masterclasses
- Funding for higher education courses after one year’s service
Qualifications
- Excellent telephone manner
- Effective social skills gained from experience dealing with the public
- An understanding of the call handling and telephone triage roles
- Effective communicator (both verbal and written)
- Results‑orientated with good communication and interpersonal skills
- IT literate
- Ability to deal with confidential/sensitive and distressing information
- Able to work under pressure
- Knowledge of health and safety issues
- Ability to prioritise workload and meet performance targets
- Active team player
- Demonstrates sensitivity to the needs of individuals and groups
- Able to prioritise tasks, and to manage conflicting demands on time and resources, to deliver objectives
- Ability to develop effective working relationships and demonstrate professional credibility with colleagues at all levels
- Self‑motivated – able to work on own initiative and work effectively as part of a team
- Able to manage stressful situations and make sound decisions
- Mature and professional approach to work
- Able to demonstrate flexibility in terms of location and working hours
- Minimum of 3 GCSEs at grade C or above or equivalent
- Evidence of undertaking additional skills training, willingness to develop further
- Knowledge and understanding of equality and diversity issues
- A valid UK driving licence
- Ability to confidently use a computer and move quickly between applications (e.g. web and Email)
- Experience of liaising with multi‑disciplinary agencies
- Experience with rota management
- Experience with team leading
- Experience with Auditing staff performance
- Experience with one‑to‑one and appraisals
- Experience with HR systems and processes
- Experience with training staff
- Experience with resource planning & implementing operational changes
- Experience collaborating data & information requests
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Emergency Call Handler PT/FT - Essex in Braintree employer: Mountain Healthcare Ltd
Contact Detail:
Mountain Healthcare Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Emergency Call Handler PT/FT - Essex in Braintree
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Mountain Healthcare. Understand their mission and values, especially how they support individuals in distressing situations. This will help you connect with the interviewers and show that you're genuinely interested.
✨Tip Number 2
Practice your call handling skills! Since this role requires excellent telephone manner and multitasking, try role-playing with a friend or family member. Simulate high-pressure scenarios to get comfortable managing calls while prioritising tasks.
✨Tip Number 3
Showcase your empathy! In your interview, share examples of times when you've helped someone in need. Highlight your ability to handle sensitive information and demonstrate your compassionate approach, as this is crucial for an Emergency Call Handler.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on the Mountain Healthcare site. It’s the best way to ensure your application gets seen by the right people and shows your enthusiasm for joining our team.
We think you need these skills to ace Emergency Call Handler PT/FT - Essex in Braintree
Some tips for your application 🫡
Show Your Compassion: In your application, let us see your compassionate side! Share any experiences where you've helped others, especially in stressful situations. This role is all about supporting people at their greatest time of need.
Highlight Your Skills: Make sure to showcase your IT skills and customer service experience. We want to know how you can multitask and handle calls under pressure, so give us examples that demonstrate these abilities!
Tailor Your Application: Don’t just send a generic application! Tailor it to the Emergency Call Handler role by using keywords from the job description. This shows us you’ve done your homework and are genuinely interested in joining our team.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets to us directly, and we can’t wait to hear from you!
How to prepare for a job interview at Mountain Healthcare Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Emergency Call Handler position. Familiarise yourself with the key responsibilities, such as telephone triage and managing high call volumes. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role requires excellent customer service skills, prepare examples from your past experiences where you've successfully handled difficult situations or provided exceptional support. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your ability to stay calm under pressure.
✨Demonstrate Your IT Proficiency
As an Emergency Call Handler, you'll need to be IT literate. Brush up on your computer skills and be ready to discuss any relevant software or systems you've used in previous roles. If you have experience with call handling systems, make sure to mention it!
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle sensitive information and stressful situations. Think about how you would prioritise tasks and manage conflicting demands. Practising these scenarios can help you articulate your thought process clearly during the interview.
