Operational Support Desk Call Handler - BANK

Operational Support Desk Call Handler - BANK

South Central Ambulance Service NHS Foundation Trust

Closing date is 28 January 2026

Call Handlers are the first point of contact within the Operational Support Desk, handling calls and emails effectively and efficiently in a calm and professional manner.

Calls and emails are received from frontline colleagues, management, other internal departments and a variety of internal and external stakeholders. Calls can range from mechanical and equipment defects to event vehicle requests for sporting events and royal engagements. Call Handlers ensure all calls and requests are dealt with professionally and logged clearly on our systems for them to action.

Working alongside OSD Logistics Coordinators you will be responsible for answering calls and emails relating to vehicle and equipment defects or any other fleet or equipment related concern.

1. To provide an effective and efficient support desk service via call handling and email administration, to include issues relating to vehicles, equipment, event vehicle requests,  assignment and reassignment, out of hours estates faults and out of hours sickness calls.

2. To receive and accurately record all aspects of any request or issue reported to the Operational Support Desk, including the time taken to respond, actions taken, and the time when the issue or request has been resolved. Accuracy and speed of typing is essential in order to record all key information to enable the Call Handler to determine the correct course of action to resolve the issue quickly and effectively.

3. To correspond/communicate with internal and external stakeholders professionally, utilising telephone, email, SMS text message, online instant messaging and web-based chat as required.

4. To deliver excellent levels of customer service at all times and contribute towards service delivery targets of the department and ultimately frontline operations targets.

5. To provide protocol driven guidance to service users by utilising the Operational Support Desk Training Manual, Process Manual, Handbook and other department training guides.

6. To liaise with other departments and agencies as required to facilitate the resolution of faults and issues reported to the Operational Support Desk.

7. To work without direction supervision but seek guidance where appropriate.

8. To work closely with and follow the guidance of Operational Support Desk Logistics Coordinators when providing advice and resolutions to service users regarding vehicular or equipment issues to ensure an effective and efficient service.

9. To escape serious incidents, accidents and issues to the Operational Support Desk Supervisor or Manager.

10. To report serious Ambulance Vehicle Incidents (AVIs) involving personal injury, fire or theft to Operational Support Desk Management, the Duty Silver Officer and Assistant Director of Operations Support Services.

11. To authorise, coordinate and arrange the use of external recovery and repair services to attend Fleet vehicles, using own discretion to determine the best course of action whilst considering costs, reliability and time constraints.

12. To liaise with frontline crews, clinical equipment teams, fleet workshops, external garages and contractors and champion complex planning tasks as required to minimise lost unit hours and ensure the swift resolution of faults/defects to vehicles and equipment.

13. To coordinate the weekly booking of vehicles by Fleet Workshops and the Make Ready Provider for Service/MOT/Deep Clean Audits and cascade this information to all relevant departments and Logistics Coordinators so that appropriate plans can be put place for vehicle collection. Ensure this information is collated and stored on networked servers for access by the team.

14. To be flexible with workload and be able to change from one task to another as required based on demands and urgent external requests.

15. To utilise ICT, VDU and telephony equipment, including sitting/standing at a desk continuously whilst wearing a telephony headset.

16. Utilise standard keyboard skills and multiple software packages to…