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- Tasks: Provide vital support to those affected by sexual assault in a fast-paced call centre.
- Company: Join Mountain Healthcare, a leader in clinical forensic healthcare in the UK.
- Benefits: Enjoy enhanced pay schemes, well-being programmes, and generous annual leave.
- Why this job: Make a real difference in people's lives during their most challenging moments.
- Qualifications: Strong communication skills and customer service experience are essential.
- Other info: Flexible hours available, with opportunities for professional development and training.
The predicted salary is between 13 - 16 £ per hour.
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. Driven by our values Be Kind and Do the Right Thing, Mountain Healthcare provides holistic and trauma-informed care that improves the immediate and long-term health outcomes of patients across the criminal justice system. Through innovative technologies and strategic partnerships, our expert clinicians ensure equal, effective and efficient services to all our patients and always put their health, safety and rights first.
Join the Best Provider, Make the Greatest Difference
Clinical forensic healthcare is a rapidly growing career path as demand for specialist critical services has greatly increased in recent years. At Mountain Healthcare, we understand that to provide the highest quality services for our patients and customers, our people must be the best in the field. We are proud to offer unrivalled staff training and development opportunities such as our unique Forensic Practitioner Gateway, our wide range of accredited and Continuing Professional Development (CPD) courses, and access to events across the health and justice sector.
About The Role
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. 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.
Job Opportunity
The right candidate needs to be able to multitask and work well under pressure. It is 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, with 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.
Company Benefits
- Enhanced sickness pay scheme
- Enhanced Maternity Pay after 1 year's service
- Enhanced Neonatal/Adoption Pay after 1 year's service
- Well-being programme
- Advanced rota planning for better work-life balance
- 6 weeks annual leave
- Pension Scheme
- Life Assurance
- Apprenticeships
- 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
Essential Skills
- Excellent telephone manner
- Effective social skills gained from experience dealing with the public
- Customer service skills
- An understanding of the call handling and telephone triage roles
- Effective communicator (both verbal and written)
- Effective engagement skills
- Effective listening skills
- 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
Desirable
- Ability to confidently use a computer and move quickly between applications e.g. web and Email
- Experience of liaising with multi-disciplinary agencies
- Previous management experience (or similar senior role)
- Experience with rota management
- Experience with team leading
- Experience with Auditing staff performance
- Experience with one to ones and appraisals
- Experience with HR systems and processes
- Experience with training staff
- Experience with resource planning & implementing operational changes
- Experience collaborating data & information requests
DEI Statement
Mountain Healthcare aims to create and encourage an environment that is committed to promoting equality, diversity, working inclusively, and valuing the differences that individuals can bring to the workplace. We uphold these principles in our organisational values and behaviours towards each other and our patients. We welcome applications irrespective of age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexuality, or other personal circumstances.
Emergency Call Handler PT/FT - Essex in Braintree employer: Mountain Healthcare
Contact Detail:
Mountain Healthcare 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! Research Mountain Healthcare and understand their mission and values. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As an Emergency Call Handler, you'll need to be calm and clear under pressure. Try role-playing scenarios with friends or family to get comfortable with handling sensitive situations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining Mountain Healthcare and making a difference in the forensic care sector.
We think you need these skills to ace Emergency Call Handler PT/FT - Essex in Braintree
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your passion for helping others shine through. We want to see that you genuinely care about making a difference in people's lives, especially in a role as crucial as an Emergency Call Handler.
Tailor Your CV: Make sure to customise your CV to highlight relevant skills and experiences that match the job description. We’re looking for excellent communication and customer service skills, so don’t be shy about showcasing those!
Be Clear and Concise: Keep your application clear and to the point. We appreciate straightforwardness, so avoid fluff and focus on what makes you a great fit for the role. Remember, we’re busy too!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re keen on joining our team at Mountain Healthcare.
How to prepare for a job interview at Mountain Healthcare
✨Know the Company Inside Out
Before your interview, take some time to research Mountain Healthcare. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
As an Emergency Call Handler, you'll need excellent customer service skills. Prepare examples from your past experiences where you've successfully handled difficult situations or provided exceptional support. This will demonstrate your ability to stay calm under pressure.
✨Practice Active Listening
During the interview, practice active listening. This means fully concentrating on what the interviewer is saying, responding thoughtfully, and asking clarifying questions if needed. It’s a key skill for the role and will impress your interviewers.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and how you handle sensitive information. Think of specific situations where you’ve had to make quick decisions or manage stress, and be ready to discuss them in detail.
