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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 career advancement and personal growth.
The predicted salary is between 24000 - 36000 £ per year.
Assessment date: 10/2/2026
Start Date: 16/02/2026
- 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.
- 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, 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 in Norfolk employer: Total Assist
Contact Detail:
Total Assist Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support in Norfolk
✨Tip Number 1
Get to know the company! Research the Trust and its values. When you understand what they stand for, you can tailor your approach during interviews and show them you're a perfect fit.
✨Tip Number 2
Practice makes perfect! Role-play common customer support scenarios with a friend. This will help you feel more confident when handling calls and responding to tricky situations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. They might give you insider tips or even refer you for the job, which can really boost your chances.
✨Tip Number 4
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 engage with us directly.
We think you need these skills to ace Customer Support in Norfolk
Some tips for your application 🫡
Be Clear and Concise: When filling out your application, make sure to keep your language clear and to the point. We want to see your skills and experience shine through without any fluff!
Tailor Your Application: Take a moment to customise your application for the Customer Support role. Highlight relevant experiences that show how you can handle calls and manage stressful situations like a pro!
Show Your Personality: Don’t be afraid to let your personality come through in your writing! We love applicants who can communicate effectively and connect with others, so show us who you are.
Apply Through Our Website: Make sure 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. We can’t wait to hear from you!
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, 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 understanding callers' needs is key. Make sure to listen carefully to the interviewer's questions and respond thoughtfully, showing that you can handle communication effectively.
✨Showcase Your Calmness Under Pressure
Given the nature of the job, it's important to convey how you manage stress and remain calm in difficult situations. Prepare examples from past experiences where you've successfully handled high-pressure scenarios, as this will highlight your suitability for the role.
✨Familiarise Yourself with ICT Tools
Since the role involves using various ICT tools, 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. This will show that you're prepared to hit the ground running.
