At a Glance
- Tasks: Support individuals affected by sexual assault while coordinating with professionals in a busy contact centre.
- Company: Mountain Healthcare, a leader in forensic care services across the UK.
- Benefits: Flexible hours, competitive pay, and the chance to make a real difference.
- Other info: Opportunities for personal growth and training in a supportive environment.
- Why this job: Join a dynamic team and help those in need while developing your skills.
- Qualifications: Strong customer service skills and ability to multitask under pressure.
The predicted salary is between 24000 - 36000 £ per year.
Are you looking for a new and exciting alternative career path within the forensic care sector? Mountain Healthcare provide holistic support and offer forensic services across the country. We are looking for Emergency Call Handlers to work in our 24/7 contact centre, based in Braintree. The role is predominantly providing support for people affected by sexual assault and rape, whilst working with professionals such as Police and Social Services to arrange forensic examinations at one of our Sexual Assault Referral Centres.
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, 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.
Please note, 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.
Responsibilities- Provide support for people affected by sexual assault and rape, while coordinating with professionals (Police, Social Services) to arrange forensic examinations at Sexual Assault Referral Centres.
- Work in a 24/7 contact centre and manage inquiries with multitasking and the ability to work under pressure.
- Utilise IT skills and deliver strong customer service in a busy environment.
- Assist with telephone triage and ensure effective communication with callers and stakeholders.
- Understand and adhere to confidentiality, data protection, and safeguarding practices.
- Prioritise workload and meet performance targets in a team environment.
- Demonstrate sensitivity to the needs of individuals and groups and build professional relationships across levels.
- Be flexible regarding location and working hours.
- Excellent telephone manner and customer service skills.
- Understanding of call handling and telephone triage roles.
- Effective verbal and written communication.
- Strong engagement, listening, and interpersonal skills.
- Ability to work under pressure and manage stressful situations.
- IT literate and able to use multiple applications.
- Ability to handle confidential/sensitive information.
- Able to prioritise workload and meet targets.
- Demonstrates professional credibility with colleagues at all levels.
- Self-motivated and capable of working on own initiative as well as part of a team.
- Knowledge of health and safety issues.
- Minimum of 3 GCSEs at grade C or above or equivalent.
- Evidence of undertaking additional skills training and willingness to develop further.
- Knowledge and understanding of equality and diversity issues.
- Valid UK driving licence.
- Ability to confidently use a computer and move between applications (e.g., web and email).
- Experience liaising with multi-disciplinary agencies.
- Previous management experience or a similar senior role.
- Experience with rota management.
- Experience with team leading.
- Experience with auditing staff performance.
- Experience with one-to-one coaching and appraisals.
- Experience with HR systems and processes.
- Experience with training staff.
- Experience with resource planning and implementing operational changes.
- Experience collating data and information requests.
Emergency Call Handler PT/FT - Essex in Black Notley employer: Mountain Healthcare
Mountain Healthcare is an exceptional employer, offering a unique opportunity to make a meaningful impact in the forensic care sector. With a supportive work culture that prioritises employee growth and development, our 24/7 contact centre in Braintree provides a dynamic environment where no two days are the same. We value your skills and dedication, offering flexible working hours and comprehensive training to ensure you thrive in your role as an Emergency Call Handler.
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler PT/FT - Essex in Black Notley
✨Tip Number 1
Get to know the company! Research Mountain Healthcare and their values. When you understand what they stand for, you can tailor your approach during interviews and show them you're a perfect fit for their team.
✨Tip Number 2
Practice your multitasking skills! Since the role involves handling multiple inquiries under pressure, try simulating busy call scenarios with friends or family. This will help you feel more confident when the real deal comes along.
✨Tip Number 3
Show off your IT skills! Be ready to discuss your experience with different applications during interviews. If you can demonstrate your tech-savviness, it’ll give you an edge over other candidates.
✨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 take that extra step to connect with us directly.
We think you need these skills to ace Emergency Call Handler PT/FT - Essex in Black Notley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Emergency Call Handler role. Highlight your customer service experience and any relevant IT skills. We want to see how your background fits with what we do at Mountain Healthcare!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about supporting individuals affected by sexual assault and how your skills make you a great fit for our team. Keep it concise but impactful!
Showcase Your Multitasking Skills:In your application, give examples of how you've successfully multitasked in previous roles. This is crucial for the busy environment we work in, so let us know how you handle pressure and prioritise tasks!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Mountain Healthcare
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of an Emergency Call Handler. Familiarise yourself with the types of calls you might handle and the importance of working with professionals like the Police and Social Services. This knowledge will help you demonstrate your suitability for the role.
✨Showcase Your Customer Service Skills
Since this role requires excellent customer service skills, prepare examples from your past experiences where you successfully managed difficult situations or provided exceptional support. Highlight your ability to remain calm under pressure and how you’ve effectively communicated with callers in sensitive situations.
✨Demonstrate Multitasking Abilities
In a busy contact centre, multitasking is key. During the interview, be ready to discuss how you prioritise tasks and manage multiple inquiries simultaneously. You could even practice a scenario where you explain how you would handle several calls at once while ensuring each caller feels heard and supported.
✨Understand Confidentiality and Data Protection
Given the sensitive nature of the role, it’s crucial to show that you understand confidentiality and data protection practices. Be prepared to discuss how you would handle confidential information and why safeguarding is important in this context. This will demonstrate your professionalism and commitment to the role.
