Emergency Call Handler

Can you keep a cool head at times of crisis? Do you care about others? Do you want a career helping those in need? If the answer is yes, then this could be the job for you!

We are looking for Call Handlers at our Ambulance Operations Centre inNorwich.

Our emergency call handlers are hardworking, enthusiastic and must process information quickly and accurately to support patients ensuring that data is accurately input into the Computer Aided Dispatch system, whilst ensuring high levels of customer service. The information and advice you will be giving to patients is managed through a triage tool and will give you the essential information at the time. All the training and mentoring you will need to undertake this role will be provided – no clinical experience is required!

We need individuals who have a good standard of education to include 4 GCSEs at Grade C or above (including English Language), or equivalent qualifications or experience, and good computer literacy. No clinical experience is required, and although some call-centre experience would be an advantage, it is not essential. Candidates will need to pass two online assessments and we will need to carry out enhanced background checks. It would benefit to have a full UK driving license and access to your own vehicle (due to company location).

• Please note qualifications will need to be evidenced*

Answer operational calls that come into the AOC. Utilise the chosen clinical
triage software system in order to prioritise calls as soon as possible. Enter
information into the Computer Aided Dispatch (CAD) system accurately and
promptly. Provide pre-arrival advice to callers where appropriate.

EEAST provides emergency services across a diverse region. Our Call Centre teams are a dedicated and resilient group, as the first point of contact with patients in their time of need.

Working for East of England Ambulance Services NHS Trust (EEAST) you will also be eligible for the following benefits:

• Pay enhancement for out of hours shift working
• NHS Pension Scheme
• Free On-site parking
• Minimum of 27 days annual leave + 8 days bank holiday (increases with years of service)
• Occupational Health services including a 24hr Employee Assistance Program, mental health and wellbeing, legal and financial services
• Staff support networks including BAME, LGBTQ+, Multi Faith and All Women in EEAST
• NHS & Blue Discount eligibility

Please see the attached Job Description and Person Specification for more detailed information around the role and requirements