Job overview
South Central Ambulance Service are looking to recruit a number of 111 Call operators to join our team that is based from our Bicester site in Oxfordshire.
As a 111 call handler / operator, you will be responsible for answering calls from members of the public and providing them with an appropriate response for their healthcare needs.
You will receive full training on NHS Pathways (a clinical assessment tool), you will assess the needs of the patient and implement any necessary action ranging from; dispatching an ambulance, making a referral to the clinical service or simply providing basic advice.
Roles and responsibilities of 111 call handler / call operator include:
* Answer and respond to incoming 111 calls
* Ensure Pathways is followed, and the correct advice and outcome is selected
* Always maintain a calm and professional manner
Main duties of the job
To be successful in this role we require candidates to meet the following criteria:
* Competent in the use of IT systems
* Good all round education (i.e. 2 GCSEs at equivalent of grade 4 or above including English), or equivalent demonstrable experience in a similar role
* Customer service experience from a telephone or face to face role
* Ability to multi-task and manage competing priorities
* Good written and verbal communication skills
* Ability to listen and record information accurately
If you have any questions about the minimum requirements or want more information about the role, please contact us at ccc.recruitment@scas.nhs.uk
Working for our organisation
Benefits we offer:
* Full training and support when you join and ongoing throughout your employment with us.
* Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
* Enrolment into the NHS Pension Scheme.
* Access to continual professional development and opportunities within SCAS and the NHS.
* Occupational Health support along with an Employee Assistance Programme.
* NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
* Staff networking and support groups.
About Us
South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.
The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.
We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.
Detailed job description and main responsibilities
The Recruitment Process
The recruitment process consists of 3 stages. Candidates successful at each stage will progress to the next stage.
1. Application – online application form, answering questions explaining clearly how you meet the essential and desirable criteria for the role. Use the additional information section to provide information on all relevant experience.
2. Assessment session – an online assessment session gauging your listening and understanding skills, critical thinking skills and problem-solving skills. You will need to have access to a webcam and a laptop or PC to do the assessments (you will need to use a keyboard).
3. Interview – an online interview with a 111 Health Advisor Call Handler from the ambulance service, discussing your skills, experience and providing an opportunity for you to find out more about the role.
We are looking for people who can demonstrate:
- Great customer services experience that involves talking to people and helping them
- Good communication skills (written and verbal)
- Basic computer literacy (full systems training will be given)
- A passion to help people (tell us about this on the application form)
- Attention to detail (we read your application form carefully)
Further information and videos about becoming a 111 Health Advisor Call Handler can be found on our SCAS website.
For full information on the role and essential and desirable criteria, please see the links to Job Description and Person Specification to the right of the advert.
Disability support
If you have any queries relating to disability and the role or recruitment process, get in touch at ccc.recruitment@scas.nhs.uk
Please be advised that South Central Ambulance Service reserves the right to close this campaign earlier than the advertised closing date.
Person specification
Qualifications
Essential criteria
* Good all round education (i.e. 2 GCSEs at equivalent of grade 4 or above including English), or equivalent demonstrable experience in a similar role
Desirable criteria
* NHS Pathways Trained
* NVQ 2/3 Customer Services or equivalent demonstrable experience
Knowledge
Essential criteria
* Experience in a customer/patient services environment, dealing with the members of the general public
* Experience of using computerised systems
* Experience of using a telephone as a regular means of communication in a work environment
Desirable criteria
* Experience in a call centre environment
* Geographical knowledge of the operational area
* Experience of working rotating shifts
* Previous experience of working in the voluntary or health sector
* Previous experience of patient care
* Knowledge of first aid and/or anatomy
We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).
Please be assured that any requests for reasonable adjustments will not negatively affect your application.
As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff.