Job Description

The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a 999 Call Handler.The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential.The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.The role is currently based in Bryn Tirion, Llanfairfechan with a relocation to St Asaph in the very near futureMain duties of the jobAs part of the role you will liaise with members of the public as well as Health Care Professionals andgood communication and customer care are essential skills required by the post.You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.About us#RemarkablePeopleOur workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.Date posted11 February 2025Pay schemeAgenda for changeBandBand 3Salaryxc2xa324,433 to xc2xa326,060 a year per annum, pro rataContractPermanentWorking patternFull-time, Part-timeReference number020-ACS016-0225Job locationsTy ElwyRichard Davies RoadSt AsaphLL17 0JLJob descriptionJob responsibilitiesYou will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in TracPerson specification Qualifications Essential criteria

• Minimum 5 GCSEs or NVQ Level 3 (or equivalent)

Experience Essential criteria

• Dealing with the public on the phone
• Working as part of a team
• Good Telephony Skills

Desirable criteria

• Health service experience
• Experience of working in a Call Centre environment
• Experience of working within a multi-disciplinary / multi-agency team.

Skills Essential criteria

• Excellent interpersonal skills
• Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills
• Able to work independently or as part of a team
• Ability to follow and interpret policies and procedures
• Analytical approach to work
• Ability to work under pressure and remain calm
• Typing / word processing skills
• Flexible approach to work

Knowledge Essential criteria

• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative

Special Requirements Essential criteria

• Regular shift work, including weekends and public holidays
• Able to commute to work in unsociable hours

Desirable criteria

• Ability to speak Welsh

Job descriptionJob responsibilitiesYou will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in TracPerson specification Qualifications Essential criteria

• Minimum 5 GCSEs or NVQ Level 3 (or equivalent)

Experience Essential criteria

• Dealing with the public on the phone
• Working as part of a team
• Good Telephony Skills

Desirable criteria

• Health service experience
• Experience of working in a Call Centre environment
• Experience of working within a multi-disciplinary / multi-agency team.

Skills Essential criteria

• Excellent interpersonal skills
• Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills
• Able to work independently or as part of a team
• Ability to follow and interpret policies and procedures
• Analytical approach to work
• Ability to work under pressure and remain calm
• Typing / word processing skills
• Flexible approach to work

Knowledge Essential criteria

• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative

Special Requirements Essential criteria

• Regular shift work, including weekends and public holidays
• Able to commute to work in unsociable hours

Desirable criteria

• Ability to speak Welsh

Person SpecificationQualifications and KnowledgeEssential

• Minimum 5 GCSE's at Grade C or above, including Maths and English (or equivalent)
• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative
• To undertake AMPDS course upon commencement of the post

Desirable

• NVQ Level 2 in a professionally related subject

ExperienceEssential

• Dealing with the public on the phone
• Working as part of a team
• Good Telephony skills

Desirable

• Health Service experience
• Experience of working in a call entre environment
• Experience of working within a multi-disciplinary, multi-agency team

Skills and AttributesEssential

• Excellent interpersonal skills
• Excellent communication skills
• Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills.
• Able to work independently or as part of a team
• Self-Motivated
• Flexible approach to work
• Ability to follow and interpret policies and procedures
• Ability to work under pressure and remain calm
• Analytical approach to work
• Ability to use critical thinking skills
• Punctual

Desirable

• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
• Evidence of self-development
• Evidence of assisting others to develop

OtherEssential

• Able to commute to work in unsociable hours, for regular shift work, including weekends and public holidays.

Person SpecificationQualifications and KnowledgeEssential

• Minimum 5 GCSE's at Grade C or above, including Maths and English (or equivalent)
• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative
• To undertake AMPDS course upon commencement of the post

Desirable

• NVQ Level 2 in a professionally related subject

ExperienceEssential

• Dealing with the public on the phone
• Working as part of a team
• Good Telephony skills

Desirable

• Health Service experience
• Experience of working in a call entre environment
• Experience of working within a multi-disciplinary, multi-agency team

Skills and AttributesEssential

• Excellent interpersonal skills
• Excellent communication skills
• Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills.
• Able to work independently or as part of a team
• Self-Motivated
• Flexible approach to work
• Ability to follow and interpret policies and procedures
• Ability to work under pressure and remain calm
• Analytical approach to work
• Ability to use critical thinking skills
• Punctual

Desirable

• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
• Evidence of self-development
• Evidence of assisting others to develop

OtherEssential

• Able to commute to work in unsociable hours, for regular shift work, including weekends and public holidays.

NHS