Job summary Call handler Permanent - Part Time and Full Time available - Full Time is 37.5 hours per week Shifts will predominately be during the weekend, evening and bank holiday periods and will include day and night shifts. A flexible approach to work shifts is essential. One example of a Full-Time rota can be found in the attached documents. Main duties of the job Can you remain calm and assertive in challenging situations? Are you looking for a rewarding role where no two calls are the same? Do you have the right attitude and skills to help us deliver our Mission of Right Care, Right Place, Right Time? You will be answering calls from the public for the NHS 111 Wales service as part of the Welsh Ambulance Service NHS Trust.The ability to actively listen, make considered decisions and respond quickly and confidently is key to this role. The successful applicants will need to demonstrate they have worked as part of a team, ideally with a call centre background and will possess excellent communication skills. Excellent computer and keyboard skills are required as you will be entering patient information speedily and accurately onto a computer system.Equally important is an ability to treat our patients with dignity, empathy and respect. For successful candidates, training will be provided and paid on a full-time basis (daytime hours for approx. 5 weeks) and you must be able to commit to this and complete the training. The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply. About us RemarkablePeople Our 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 BME communities and disability groups. Careers within the Welsh Ambulance Services 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. All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English Applicants are advised to apply early as we reserve the right to close a vacancy prior to the closing date if a high number of applications have been received. Date posted 03 January 2025 Pay scheme Agenda for change Band Band 3 Salary £24,433 to £26,060 a year per annum, pro rata Contract Permanent Working pattern Full-time, Part-time Reference number 020-ACS001-0125 Job locations Thanet House Phoenix Way, Llansamlet Swansea SA7 9EH Job description Job responsibilities You 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 Trac. Job description Job responsibilities You 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 Trac. Person Specification Qualifications Essential Minimum 5 GCSEs or equivalent Desirable NVQ Level 3 or equivalent Experience Essential Dealing with the public on the phone Working as part of a team Good telephony skills Desirable Experience of working in a call centre environment Health service experience Skills Essential 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 Flexible approach to work Sound IT skills Able to use critical thinks skills Problem solving skills Ability to follow and interpret policies and procedures Desirable Ability to speak Welsh Person Specification Qualifications Essential Minimum 5 GCSEs or equivalent Desirable NVQ Level 3 or equivalent Experience Essential Dealing with the public on the phone Working as part of a team Good telephony skills Desirable Experience of working in a call centre environment Health service experience Skills Essential 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 Flexible approach to work Sound IT skills Able to use critical thinks skills Problem solving skills Ability to follow and interpret policies and procedures Desirable Ability to speak Welsh Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Welsh Ambulance NHS Trust Address Thanet House Phoenix Way, Llansamlet Swansea SA7 9EH Employer's website https://www.ambulance.wales.nhs.uk/en/5 (Opens in a new tab)