Customer Service Advisor / 999 Emergency Call Handler

Job Description

Customer Service Advisor / 999 Emergency Call Handler - "Ambulance Service, what’s your emergency"Do you want to make a differenceDo you like working as part of a supportive and motivated teamWould you like to work flexibly with shift patterns that fit with your personal circumstancesWould you like generous NHS Benefits, including 27 annual leave days (plus 8 days bank holiday) and NHS PensionWould you like to develop your career in the Ambulance ServiceSALARY: £22,816 - £24,336 per annum + BenefitsLOCATION: Exeter, DevonJOB TYPE: Full-Time, Permanent (Part-Time hours will be considered)WORKING HOURS: 37.5 hours per week. This role is 24/7 365 days a year working on a shift patternIMPORTANT INFORMATION: This job involves dealing with patients in emergency situations. It can be quite stressful and upsetting at times and will require candidates that can stay calm under pressure.JOB OVERVIEWWe have a fantastic new job opportunity for a Customer Service Advisor / 999 Emergency Call Handler with previous experience of dealing with members of the public in a customer service environment and inputting data accurately and quickly using a keyboard.As the Customer Service Advisor / 999 Emergency Call Handler you will be based in a Control Room and will be the first point of contact to the ambulance service for people experiencing a medical emergency.Not every call will be a matter of life of death, but the way you listen, interpret and deal with the calls will make a vital difference to the patientsWorking as the Customer Service Advisor / 999 Emergency Call Handler you are responsible for recording the right information, sometimes under difficult circumstances, and offering advice or reassurance to the call/patient.DUTIESYour duties as a Customer Service Advisor / 999 Emergency Call Handler will include:

• Emergency Calls - answering emergency calls (which may be distressing) from members of the public and other Healthcare professionals

• GP/Hospital Urgent Transport Requests - answering calls from GPs and other Healthcare Professionals [HCPs]

• Answer and deal with general enquiries and telephone calls from the Internal and External HCPs

• Provide support to the Clinical Desk Advisors e.g. make outgoing calls/enquires on their behalf

• Ensure accurate and appropriate clinical information is passed to staff, hospitals or other health care organisations

• Complete relevant paperwork

• Ensure that appropriate information is passed to responding crews regarding patient condition and Health and Safety information

• Keep appropriate control records, administration and clerical procedures

• Work and communicate as a member of a team with other Dispatch Centre staff

• Be familiar with a manual method of logging calls on appropriate forms in the event of an electronic system shut-down

• Participate in Personal Development Reviews (PDR) with line manager

• Will be required to undertake AMPDS training courses and undertake to maintain qualification of Emergency Medical Dispatcher in addition to requirements of the PDR

• Ensure that contingency plans are understood and implemented as required

CANDIDATE REQUIREMENTS

• Experience of inputting data accurately and quickly using a keyboard

• Basic computer literacy

• Previous experience of dealing with members of the public in a customer service environment

• Good telephone manner, able to deal with phone calls appropriately and professionally

• Ability to listen to complex information and demonstrate strong communication skills

• Ability to deal with conflict resolution

• Ability to work efficiently and effectively and demonstrate resilience under periods of sustained pressure and high-volume workload

• Ability to assimilate information rapidly

• Ability to work effectively with others as part of a team as well as working alone

• Ability to actively listen and deal with the information obtained appropriately

• Ability to follow written protocols accurately

• Committed to high quality patient care and patient experience

• Able to ensure care of own health and wellbeing to promote improvements to physical and emotional wellbeing

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.APPLY TODAY…By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.JOB REF: AWDO-P11653Full-Time, Permanent Call Centre, Contact Centre Jobs, Careers and Vacancies. Find a new job and work in Exeter, Devon. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.