Job summary
- Main area
- Commercial Services Contact Centre
- Grade
- NHS AfC: Band 3
- Contract
- Fixed term: 2 years
- Hours
- Full time
- Other
- Job ref
- 247-SS-Disp-0424
- Employer
- East of England Ambulance Service Trust
- Employer type
- NHS
- Site
- St Andrews Business Park
- Town
- Norwich
- Salary
- £22,816 - £24,336 per annum pro rata
- Salary period
- Yearly
- Closing
- 05/05/2024 23:59
Employer heading
CallEEAST Dispatcher (2 Yr Fixed term)
NHS AfC: Band 3
Great healthcare requires great people. That’s why we are doing everything we can to recruit committed, skilled people – and to make sure we support our new and existing employees, so they choose to stay with us.
#WeAreEEAST
We encourage you to ensure that your application relates to the Person Specification (provided as part of the Job Description or as a separate attachment).
Please visit our recruitment support page for advice on completing your application.
Job overview
We are after Dynamic, fun, hardworking individuals to join our team within the AOC Contact Centre in Norwich, as a CALLEEAST Call Dispatcher.
Main duties of the job
The role of the Call Dispatcher is to ensure all messages are accurately passed to the relevant contract within an appropriate timeframe. This role requires a high level of accuracy. Dispatchers are also expected to answer operational calls that come into the contact centre and to provide assistance over the telephone using the appropriate software/triaging tools. If necessary, put the caller in touch with other Service providers, as appropriate. The position will require interaction not only with the public but also other healthcare professionals, emergency services and community organisations. The call centre has a 24 hour function and it is a requirement of the job that call handlers (whole time, part time or bank staff) will be available to work weekend and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties.
The CallEEAST Contact Centre provides a 24/7 non-emergency call handling service which includes Patient Transport Eligibility Screening, Telephone Answering Doctors Line , Message handling for Community Nursing and Midwifery Services. To clarify - we are NOT part of the 999 function within the Trust - our contracts are generally NON-EMERGENCY.
Working for our organisation
The Trust is looking for someone who is able to multi-task and prioritise as you will be dealing with a high volume of work and a variety of deadlines as well as liaising with numerous stakeholders both internal and external.
Detailed job description and main responsibilities
The role of a CallEEAST Call Handler/dispatcher is to provide basic and accurate assistance and call handling service, inputting the demographics and necessary detail in to the bespoke software. Ensuring that call are dispatched appropriately to relevant on call person, keeping track of mobile units and ensuring that cases are passed to them in a timely manner. Follow all protocols as laid down by the customers. The position requires interaction not only with the public but with other healthcare professionals, emergency services and community organisations
Person specification
Knowledge & Experience
Essential criteria
- Experience of working in a Call Centre
Desirable criteria
- Experience of working in HCP
Personal Aptitude
Essential criteria
- Can work under pressure
Desirable criteria
- Good Comm Skills
Personal Skills
Essential criteria
- Good attention to detail
Desirable criteria
- Organised
Employer certification / accreditation badges
Applicant requirements
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.
Documents to download
Further details / informal visits contact
- Name
- Damon Pritchard
- Job title
- CallEEAST Operations Manager
- Email address
- [email protected]
- Telephone number
- 07512 193653
- Additional information
Please note this is a 2 yr fixed term contract
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