At a Glance
- Tasks: Handle urgent calls and provide vital support to those in need.
- Company: Join a dedicated team making a real difference in emergency services.
- Benefits: Paid training, flexible shifts, and a chance to grow your career.
- Other info: Immediate assessment slots available; secure your future today!
- Why this job: Be the first point of contact for those in crisis and help save lives.
- Qualifications: Customer service experience and a passion for helping others.
The predicted salary is between 30000 - 40000 £ per year.
Send your CV today to get booked for an assessment/interview immediately. Paid training is provided when successful in the assessment. If you have a passion for helping and want to make a difference, apply now.
We are looking for candidates with customer service experience, particularly those who have worked in customer-facing roles or retail and have dealt with difficult situations.
Assessment Date: 26/05/2026
Start Date: June 2026
You will form part of a team of Call Handlers who provide the first point of contact with telephone callers to the Trust on a 24/7 basis, working rotating shifts. Responsibilities include:
- Responding to all incoming telephone calls to the EOC, prioritising emergency calls over non-emergency calls.
- Ensuring timely and accurate answering and recording of all requests for emergency resources using Computer Aided Dispatch and appropriate clinical triage software.
- Receiving and recording telephone calls from hospital staff, other Health Service professionals, and Emergency Services.
- Carrying out duties within the “out of hours” control as required.
- Providing advice to clients as directed by clinical triage protocols and procedures.
- Completing the clinical triage process for each emergency call received.
- Utilising ICT, including telephony, data, email, and fax, to achieve effective communication with clients and EOC/operational staff.
- Reporting systems failures to the Call Handler Team Leader/Duty EOC Officer.
- Initiating appropriate steps in line with standard operating procedures in the event of a systems failure.
- Familiarising yourself with manual methods of logging calls when electronic methods are unavailable.
- Producing, maintaining, and collating appropriate control records in accordance with Trust policy.
- Managing patients, relatives, and the general public in a calm professional manner, treating them with dignity and respect.
- Modifying and adapting methods of communication to account for the differing needs of patients and callers, especially in stressful situations.
Urgent Call Handler (Permanent role) in Norwich employer: Total Assist Recruitment
Join a dedicated team as an Urgent Call Handler, where your passion for helping others will be valued and rewarded. Our supportive work culture prioritises employee growth through comprehensive paid training and opportunities to develop your skills in a fast-paced environment. Located within a Trust that operates 24/7, you will play a crucial role in ensuring timely responses to emergencies, making a real difference in the community while enjoying the benefits of a secure job and a collaborative team atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Urgent Call Handler (Permanent role) in Norwich
✨Tip Number 1
Get your game face on for that assessment! Brush up on your customer service skills and think of examples where you've handled tough situations. We want to see how you can shine under pressure!
✨Tip Number 2
Practice makes perfect! Try role-playing common call scenarios with a friend or family member. This will help you feel more confident and prepared when it’s your turn to take those calls.
✨Tip Number 3
Don’t forget to research the Trust and its values! Knowing what they stand for will help you align your answers during the assessment and show that you’re genuinely interested in making a difference.
✨Tip Number 4
Apply through our website for a smoother process! It’s quick and easy, plus you’ll be one step closer to joining our team of awesome Call Handlers. Let’s get you started on this exciting journey!
We think you need these skills to ace Urgent Call Handler (Permanent role) in Norwich
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your customer service experience and any relevant skills. We want to see how you've handled difficult situations in the past, so don’t be shy about showcasing those examples!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to express your passion for helping others and why you’re a great fit for the Urgent Call Handler role. Keep it concise but impactful – we love a good story!
Follow the Application Instructions:When applying, make sure you follow our application process closely. Submit your CV through our website to ensure it gets to the right people quickly. We want to make this as easy as possible for you!
Prepare for the Assessment:Once you’ve sent in your application, start prepping for the assessment. Familiarise yourself with the clinical triage protocols and think about how you would handle various call scenarios. We’re excited to see you shine!
How to prepare for a job interview at Total Assist Recruitment
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of an Urgent Call Handler. Familiarise yourself with the key tasks like handling emergency calls, using clinical triage software, and managing communication effectively. 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 a strong background in customer service, prepare examples from your past experiences where you've successfully handled difficult situations. Think about how you resolved conflicts or provided support to clients, as these stories will demonstrate your ability to stay calm under pressure.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says and asking clarifying questions. This not only shows that you’re engaged but also reflects the skills needed for the role, where understanding callers' needs is crucial.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think through potential emergency call situations and how you would prioritise and respond. Practising these scenarios can help you articulate your thought process clearly during the interview.
