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Form of work
SalaryJob Title:Call Handler
Location: Norwich
Salary: Band 2, 22,383 per annum
Contract: Temporary till end of May
Disclosure and Barring Service (DBS): Standard DBS required
An NHS Hospital department in Norwich is seeking a Call Handler to join the team. As a Call Handler, you will play a crucial role in providing operational support by answering calls in the contact centre. This temporary position requires individuals who can offer accurate assistance over the telephone using appropriate software and triaging tools.
Responsibilities:
- Answer operational calls in a timely and professional manner.
- Provide accurate assistance using triaging tools and software.
- Connect callers with other service providers when necessary.
- Interact with the public, healthcare professionals, emergency services, and community organizations.
- Work in a 24-hour call centre, including weekends, bank holidays, Christmas Day, and Easter on a rostered basis.
- Form part of a team of Call Handlers providing 24/7 non-emergency call handling service.
- Receive and record telephone calls from various personnel, including hospital staff, healthcare professionals, and emergency services.
- Provide advice to clients based on clinical triage protocols.
- Produce, maintain, and collate control records following Trust policy.
- Manage incoming calls professionally, treating patients, relatives, and the public with dignity and respect.
- Handle emotionally charged or challenging situations with verbal aggression or hostility.
- Provide pre-arrival instructions to callers following clinical triage protocols.
- Deal with distressed patients and relatives, including situations involving trauma or death.
Requirements:
- Minimum 6 months experience in a role dealing with the general public, either face to face or on the telephone.
- Good geographical knowledge of Norfolk & Suffolk.
If you are a dedicated and compassionate individual with the required experience, we invite you to apply for this important role.
To apply, please submit your CV addressing your suitability. The closing date for applications is Friday 1st March.
