Call Centre Advisor

Job Title: Call Centre Advisor
Salary: £22,383
DBS: Standard
Hours: 37.5 per week on a rotational pattern - including some weekend work
Base: Hellesdon, initially afterwards will be based in Norwich

Job Summary:
You will play a pivotal role in providing operational support within the Contact Centre. Responsible for handling incoming calls, you will deliver accurate assistance to callers, appropriate software and triaging tools.
This role involves interaction with the public, health care professionals, emergency services, and community organisations, requiring availability for weekend shifts, bank holidays, and rostered duties including Christmas Day and Easter.

Key Responsibilities:

• Respond to operational calls promptly and professionally, serving as the first point of contact for the Trust's telephone callers.
• Record and manage incoming calls from various stakeholders, including hospital staff, healthcare professionals, and emergency services.
• Provide accurate advice to callers following clinical triage protocols and procedures, ensuring factual and precise documentation of each call.
• Demonstrate adaptability in communication methods to address diverse caller needs, especially in stressful situations.
• Handle emotionally charged or hostile situations with composure, defusing conflicts as necessary.
• Provide pre-arrival instructions to callers in alignment with clinical triage protocols.
• Identify and report concerns regarding the welfare of clients or vulnerable individuals to appropriate supervisors or clinicians.
• Facilitate effective service delivery during periods of high demand, prioritising tasks and multitasking as needed.
• Ensure adherence to Trust policies and procedures, promoting positive relations with the public, patients, and healthcare professionals.

Candidate Specifications:

• English and Maths GCSE grade D or above.
• Keyboard proficiency and familiarity with Windows applications.
• RSA Stage 1 Typing or ECDL certification (Desirable).
• NVQ Level 2 in Call Taking (Desirable).
• Good geographical knowledge of Norfolk & Suffolk.
• Excellent verbal communication skills.
• Minimum 6 months experience in customer service, preferably in a clinical or healthcare setting.
• Experience working as part of a team.
• Calm, assertive, and flexible demeanour.
• Ability to maintain composure under pressure.
• Strong attention to detail and organisational skills.Standard DBS (CRB) clearance.
• Ability to multitask efficiently.
  Note: This role may involve duties related to major incidents or emergencies, requiring adherence to procedures and policies.

Apply today to join the team and play a vital role in delivering exceptional service to the community.

Closing date: 4th March 2024