111 Call Handler

Job title:

111 Call Handler

Company

NHS

Job description

NHS 111 Wales, Call Handler, BangorPermanent – full time – 37.5 hours per week / part time – shift work .Location: NHS 111 Wales, Snowdon House Ysbyty Gwynedd Hospital Penrhos Road, LL57 2PWSalary £23,159 – £24,701 per annum pro rata plus shift enhancements for unsociable hours.Shifts will predominantly be during the weekends, evenings and bank holiday periods and will include night shifts and day shifts. A flexible approach is essential. Examples of full-time rotas can be found in the attached documents.Main duties of the jobCan 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.About us#RemarkablePeopleOur 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 BME communities and disability groups.Careers within the Welsh Ambulance Services 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.All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.Date posted03 September 2024Pay schemeAgenda for changeBandBand 3Salary£23,159 to £24,701 a year per annum pro rataContractPermanentWorking patternFull-time, Part-timeReference number020-ACS062-0824Job locationsSnowdon HouseYsbyty Gwynedd Hospital Penrhos RoadBangorLL57 2PWJob descriptionJob responsibilitiesYou 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. Job descriptionJob responsibilitiesYou 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 SpecificationQualificationsEssential

• Minimum 5 GCSEs or equivalent

Desirable

• NVQ Level 3 or equivalent

ExperienceEssential

• Dealing with the public on the phone
• Working as part of a team
• Good telephony skills

Desirable

• Experience of working in a call centre environment
• Health service experience

SkillsEssential

• Excellent interpersonal skills
• Excellent communication skills
• Ability to communicate in a confident manor with the general public and/or demonstrate evidence of customer service skills
• Flexible approach to work
• Sound IT skills
• Able to use critical thinks skills
• Problem solving skills
• Ability to follow and interpret policies and procedures

Desirable

• Ability to speak Welsh

Person SpecificationQualificationsEssential

• Minimum 5 GCSEs or equivalent

Desirable

• NVQ Level 3 or equivalent

ExperienceEssential

• Dealing with the public on the phone
• Working as part of a team
• Good telephony skills

Desirable

• Experience of working in a call centre environment
• Health service experience

SkillsEssential

• Excellent interpersonal skills
• Excellent communication skills
• Ability to communicate in a confident manor with the general public and/or demonstrate evidence of customer service skills
• Flexible approach to work
• Sound IT skills
• Able to use critical thinks skills
• Problem solving skills
• Ability to follow and interpret policies and procedures

Desirable

• Ability to speak Welsh

Expected salary

£23159 – 24701 per year

Location

Bangor, Gwynedd

Job date

Wed, 04 Sep 2024 02:53:54 GMT

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