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- Tasks: Answer calls and provide support to the public for NHS 111 Wales.
- Company: Join a dedicated team at NHS 111 Wales, part of the Welsh Ambulance Service.
- Benefits: Competitive salary, shift enhancements, and paid training provided.
- Why this job: Make a real difference in people's lives while developing valuable skills.
- Qualifications: 5 GCSEs or equivalent; call handling experience preferred.
- Other info: Diverse and inclusive workplace with opportunities for career growth.
The predicted salary is between 21300 - 22000 ÂŁ per year.
NHS 111 Wales, Call Handler, Cwmbran
Permanent - full time - 37.5 hours per week / part time - shift work.
Location: NHS 111 Wales, Vantage Point House, Cwmbran, Gwent NP44 7HF.
Salary ÂŁ25,313.00 - ÂŁ26,999.00 per annum pro rata plus shift enhancements for unsociable hours.
Contracted hours available – full time 37.5 and part time 30 / 24 / 18 / 15 all on a fixed rota. Please specify in your application how many hours and which rota you would like to apply for.
Main duties of the job
Can you remain calm and assertive in challenging situations? Are you looking for a rewarding role where no two calls are the same? Do you have the right attitude and skills to help us deliver our Mission of Right Care, Right Place, Right Time?
You will be answering calls from the public for the NHS 111 Wales Service (part of the Welsh Ambulance Service NHS Trust). The ability to actively listen, make considered decisions and respond quickly and confidently is key to this role. The successful applicants will need to demonstrate they have worked as part of a team, ideally with a call centre background and will possess excellent communication skills. Excellent computer and keyboard skills are required as you will be entering patient information speedily and accurately onto a computer system. Equally important is an ability to treat our patients with dignity, empathy and respect. For successful candidates, training will be provided and paid on a full-time basis (daytime hours for 5 weeks) and you must be able to commit to this and complete the training.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply. You must be aged 18 or over to start in this role.
Working for our organisation
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed. The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups. Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding. In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.
Detailed job description and main responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.
Person specification
Qualifications
- Essential criteria: Minimum 5 GCSEs or equivalent
- Desirable criteria: NVQ Level 3 or equivalent
Experience
- Essential criteria: Dealing with the public on the phone, Working as part of a team, Good telephony skills
- Desirable criteria: Experience of working in a call centre environment, Health service experience
Skills
- Essential criteria: Excellent interpersonal skills, Excellent communication skills, Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills, Flexible approach to work, Sound IT skills, Able to use critical thinking skills, Problem solving skills, Ability to follow and interpret policies and procedures
- Desirable criteria: Ability to speak Welsh
111 Call Handler in Cwmbran employer: Welsh Ambulance Services
Contact Detail:
Welsh Ambulance Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 111 Call Handler in Cwmbran
✨Tip Number 1
Get to know the NHS 111 Wales service inside out! Familiarise yourself with their mission and values, as this will help you align your answers during interviews. Plus, it shows you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since you'll be handling calls from the public, try role-playing scenarios with friends or family. This will help you stay calm and assertive when faced with challenging situations.
✨Tip Number 3
Don’t underestimate the power of teamwork! Be ready to share examples of how you've worked well in a team before. It’s all about showing that you can contribute to the remarkable people at NHS 111 Wales.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you can specify your preferred hours and rota, making it easier for us to find the right fit for you.
We think you need these skills to ace 111 Call Handler in Cwmbran
Some tips for your application 🫡
Be Clear About Your Availability: When applying, make sure to specify how many hours you want to work and which rota suits you best. This helps us understand your preferences right from the start!
Show Off Your Communication Skills: Since this role is all about interacting with the public, highlight your communication skills in your application. Share examples of how you've effectively dealt with people over the phone or in person.
Tailor Your Application: Don’t just send a generic application! Make sure to tailor it to the Call Handler role by mentioning relevant experiences and skills that align with our mission of Right Care, Right Place, Right Time.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets to us directly and is considered promptly!
How to prepare for a job interview at Welsh Ambulance Services
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description for the Call Handler position. Familiarise yourself with the key responsibilities and skills required, such as active listening and decision-making. This will help you tailor your answers to show how your experience aligns with what they’re looking for.
✨Showcase Your Communication Skills
As a Call Handler, excellent communication is crucial. Prepare examples from your past experiences where you effectively communicated with the public or worked as part of a team. Practise articulating these examples clearly, as this will demonstrate your ability to handle calls confidently and empathetically.
✨Demonstrate Problem-Solving Abilities
Think of scenarios where you had to solve problems quickly and efficiently, especially in high-pressure situations. Be ready to discuss these during the interview, as the ability to think critically and respond to challenges is essential for this role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Training Commitment
Since training is a significant part of the onboarding process, be prepared to discuss your availability and commitment to the training schedule. Show enthusiasm for learning and adapting to the role, as this will reflect positively on your dedication to providing high-quality patient care.