Neidio i'r prif gynnwys
Arhoswch, yn llwytho

Crynodeb o'r swydd

Prif leoliad
ICC
Gradd
Band 2
Contract
Parhaol
Oriau
Llawnamser - 37.5 awr yr wythnos
Cyfeirnod y swydd
242-5339
Cyflogwr
North West Ambulance Service NHS Trust
Math o gyflogwr
NHS
Gwefan
Estuary Point
Tref
Estuary Point, Liverpool
Cyflog
£25,272 per annum
Cyfnod cyflog
Yn flynyddol
Yn cau
22/11/2026 23:59

Teitl cyflogwr

North West Ambulance Service NHS Trust logo

Agile Call Handling Support - Estuary Point, Liverpool

Band 2

North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.

At NWAS, we are committed to creating a diverse, inclusive and anti-racist workplace where everyone feels valued and has the opportunity to thrive. Our Anti-racist Statement sets out our commitment to becoming an anti-racist organisation and ensures these principles are embedded throughout our recruitment practices.

Our workforce is currently under-represented by people from black and minority ethnic backgrounds, and we encourage applications from people of all backgrounds. By building a workforce that better reflects the diverse communities we serve, we can provide the right care, at the right time, in the right place, every time.

The Trust reserves the right to close this vacancy early if a large number of applications are received.

Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion. When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.

We also offers a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.

 

Trosolwg o'r swydd

Are you looking for a new career? One where you can really make a difference?

The ideal candidate will be responsible for managing inbound contacts ensuring they are managed appropriately in line with Trust policy and procedure, and ensuring the calls and emails are managed and directed appropriately. Inbound non-emergency calls will likely be received from various stakeholders, including patients and other NHS colleagues. The post holder will also use various elements of software in order to signpost and transfer patients to appropriate providers/services. The ideal candidate for this role will assess the information provided, provide clear, correct and appropriate advice whilst remaining calm under pressure.

Prif ddyletswyddau'r swydd

NWAS call handlers provide a vital contribution to the provision of first class patient care, 24 hours a day, 7 days a week, 365 days a year.

You will receive, understand, and assess contact/enquiries to establish the required service / solution, whilst simultaneously operating telephony and computer systems to manage calls and contacts, therefore computer / data input skills are essential in the role.

Through the Integrated Contact Centre we receive around 1000 calls per day. The role requires working under pressure and can be challenging however knowing you have made a difference makes this an exciting and extremely rewarding role, where no two shifts are the same.

We are looking for candidates who are:

· Good communicators with an excellent telephone manner

· Organised with a strong attention to detail

· Good administration skills and enjoy working in a fast-paced environment

· Computer literate – including inputting and accessing Windows based packages together with a high standard of keyboard skills

· Highly motivated and passionate about delivering quality patient care

Gweithio i'n sefydliad

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

Assessment Centre and Interviews  - WC 23/11/26 (dates are subject to change)

No leave permitted within the above training weeks – Courses run Full Time 37.5hrs pw

The hours for the role are as follows:

- Monday to Sunday availability 0600-0030

Still Interested?

For further details please look at the Job Description and Person Specification attached to this advert.

Come and join our team, be valued for the work you do and make a real difference in people’s lives.

Please be aware that this role does not currently meet the criteria for Skilled Worker (or ‘Health & Care Worker’ as a sub-category) sponsorship. Candidates requiring sponsorship may wish to review their eligibility criteria at www.gov.uk before applying.

Manyleb y person

Skills / competencies

Meini prawf hanfodol
  • Keyboard / data entry skills.
  • Competent and confident user of computer-based information systems
  • Demonstrable verbal & written communication skills.
  • Ability to follow and interpret policy and procedures
  • Demonstrable effective listening, analytical and decision-making skills
  • Ability to deal with queries from the public/patients in a tactful and appropriate manner, demonstrating empathy and compassion.

Values and behaviours

Meini prawf hanfodol
  • Working together – demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable

Qualifications

Meini prawf hanfodol
  • Educated to GCSE standard or equivalent (one of which must be English), or in the absence of such, previous call handling/customer service experience.

Bathodynnau ardystio / achredu cyflogwyr

Trust IDVeteran AwareApprenticeships logoNo smoking policyAge positiveDisability confident leaderImproving working livesMindful employer.  Being positive about mental health.Race at WorkDefence Employer Recognition Scheme (ERS) - GoldApprenticeships Top 100 Employers 2024ENEI 2024 Gold

Gofynion ymgeisio

Mae'r swydd hon yn ddarostyngedig i Orchymyn Deddf Adsefydlu Troseddwyr 1974 (Eithriadau) 1975 (Diwygio) (Cymru a Lloegr) 2020 a bydd angen cyflwyno Datgeliad i'r Gwasanaeth Datgelu a Gwahardd.

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