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- Tasks: Join a team handling emergency calls and providing vital support to patients and healthcare professionals.
- Company: Dynamic Trust offering essential services with a focus on teamwork and community impact.
- Benefits: Flexible shifts, training opportunities, and the chance to make a real difference in people's lives.
- Why this job: Be the first point of contact in emergencies and help save lives every day.
- Qualifications: Strong communication skills and the ability to stay calm under pressure.
- Other info: 24/7 role with opportunities for growth and development in a supportive environment.
The predicted salary is between 13 - 16 £ per hour.
Assessment date: 06/01/2026
Start Date: 15/02/2026
- Form part of a team of Call Handlers who will normally provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts. Where business continuity requires it, there may be a need to handle calls for one of the Trust's other two EOCs or to relocate to one of them on a temporary basis.
- To respond to all incoming telephone calls to the EOC, giving emergency calls priority over non-emergency calls; placing lower priority callers on hold when required, to achieve this.
- Ensure the timely and accurate answering and recording of all requests for emergency resources (including doctors' urgent requests and routine calls) 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.
- Where rota’s or staffing levels require it, carry out duties within the “out of hours” control, either call handling or dispatching received calls.
- Provide advice to clients as directed by clinical triage protocols and procedures. This will involve following a set process when applying the clinical triage software. Complete the clinical triage process for each emergency call received, to the fullest extent possible, to allow all emergencies to be marked with an appropriate priority.
- Utilise Computer Aided Dispatch, clinical triage software and Information Communication Technology (ICT), including telephony, data, email, and fax, to achieve effective communication with clients and EOC/operational staff. Ensure ICT systems are used appropriately, and report systems failures to the Call Handler Team Leader/Duty EOC Officer.
- To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate.
- To produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy.
- To take charge of an incoming call; managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times.
- Be able to modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.
Customer Support employer: Total Assist
Contact Detail:
Total Assist Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help us tailor our conversations during interviews and show that we're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. This will help us feel more confident and articulate when discussing our experience and how it relates to the Customer Support role.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give us insider tips and even lead to referrals, which can really boost our chances of landing the job.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a quick thank-you email to express our appreciation for the opportunity. It shows professionalism and keeps us fresh in their minds as they make their decision.
We think you need these skills to ace Customer Support
Some tips for your application 🫡
Show Your Passion for Customer Support: When writing your application, let us know why you're excited about the Customer Support role. Share any relevant experiences that highlight your passion for helping others and how you can make a difference in our team.
Tailor Your Application: Make sure to customise your application to match the job description. Highlight your skills and experiences that align with the responsibilities mentioned, like handling emergency calls or using ICT effectively. We want to see how you fit into our team!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and enthusiasm for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it helps us keep everything organised on our end.
How to prepare for a job interview at Total Assist
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Support role. Familiarise yourself with the responsibilities listed in the job description, especially around handling emergency calls and using clinical triage software. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This is crucial for a Customer Support role where communication is key. Make sure to listen carefully to the interviewer’s questions and respond thoughtfully. You can even paraphrase their questions to show you’re engaged and understand what they’re asking.
✨Showcase Your Calm Under Pressure
Given the nature of the job, it’s important to convey how you handle stressful situations. Prepare examples from your past experiences where you successfully managed high-pressure scenarios. This could be anything from dealing with difficult customers to managing multiple tasks at once. Highlighting these experiences will reassure them that you can maintain professionalism in challenging circumstances.
✨Familiarise Yourself with ICT Tools
Since the role involves using various ICT tools, it’s beneficial to brush up on your knowledge of Computer Aided Dispatch and other relevant software. If you have experience with similar systems, be ready to discuss it. If not, express your willingness to learn and adapt quickly, as this shows your commitment to the role.
