Belmont Recruitment are currently looking for a Call Handler to work with a local Ambulance Service on a temporary ongoing basis. This is a full-time role working 37.5 hours per week, with potential for part-time hours for the right candidate if required.

The successful candidate will form part of a team of Call Handlers who will normally provide the first point of contact with telephone callers to the service, working rotating shifts as required. The role is fully onsite based at the Trust's office in Norwich.

Main Duties:

• Receive and record telephone calls from a range of people/personnel including hospital staff; other Health Service professionals and other Emergency Services. This will also cover other clients and contracts that the contact centre handles.
• Provide advice to clients as directed by clinical triage protocols and procedures, following a set process when applying the clinical triage software.
• Ensure that the clinical triage process for each call received is factual and recorded accurately, to the fullest extent possible.
• To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate.
• 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 (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.
• Ensure polite, efficient and appropriate communications exist at all times with their clients, e.g. patients, relatives, purchasers, medical and other NHS emergency service personnel.
• Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
• To communicate efficiently and effectively with patients, relatives and the general public where there are barriers to communication such as language or noise, using persuasive skills where appropriate.
• To provide the caller with pre-arrival instructions, utilising and complying with, clinical triage protocols.

Essential Criteria:

• Previous experience of working in a call centre environment or equivalent.
• Excellent communication skills (written and verbal).
• Ability to remain calm in potentially stressful situations.
• Enhanced DBS Certificate.
• Onsite working.
• Able to work rotating shifts with varying hours between 8am – 8pm, with the occasional requirement to work until 11pm.

If this role is of interest to you, please apply with your up-to-date CV or contact Leah at Belmont Recruitment.