EMS Call Handler

The 999 Call Handler sits in the Clinical Contact Centre Team at the Welsh Ambulance NHS Trust. The work is taking emergency call details quickly and accurately into a computer system, and liaising with the public and healthcare professionals. Shifts alternate in variable lengths and cover out-of-hours, weekends and bank holidays, with Welsh desirable but English speakers equally welcome. Strong listening and keyboard skills are essential, and the post is not open to visa sponsorship.

• Input details speedily and accurately onto a computer system from 999 calls
• Liaise with members of the public and Health Care Professionals
• Work an alternating shift pattern of variable length, including out of hours, bank holidays and weekends

• Minimum 5 GCSEs at grade C or above, including Maths and English, or equivalent

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

• Excellent interpersonal skills
• Confident communication with the public, or evidence of customer service skills
• Working independently or as part of a team
• Following and interpreting policies and procedures
• Working under pressure and remaining calm
• Advanced typing and word processing skills

• Ability to commute to work in unsociable hours, including weekends and public holidays
• Analytical approach to work
• Flexible approach to work
• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative

• Health service experience
• Experience of working in a call centre environment
• Experience of working within a multi-disciplinary, multi-agency team
• Welsh language skills at levels 1 to 5 in understanding, speaking, reading and writing

• Starting salary can be higher where there is relevant previous experience