CallEEAST Ergea Dispatcher

We are after Dynamic, fun, hardworking individuals to join our team here at CallEEAST as a Call Handler/Dispatcher.

Main duties of the job

The role of the Ergea 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 Commercial Services 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.

This role is for our Ergea tm - M-F 37.5 hrs pw 08-16 or 10-18 hrs

About us

You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east. At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk. We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.

Person Specification Qualifications

• 4 GCSE's at grade C or above (equivalent qualification) including English.
• Customer Care Course

Experience

• Demonstrable experience message handling work in a busy call centre

Physical Health and Appearance

• Good general health, smart appearance and good attendance record

Skills and Knowledge

• Basic knowledge of Windows Word and Excel software

Personal Qualities, Abilities and Attributes

• Ability to work under own initiative and think constructively under pressure
• Ability to work in a busy stressful environment whilst maintaining a pleasant manner
• Able to delegate when required
• Team PlayerProblem solving

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.