Are you looking for a new and exciting alternative career path within the forensic care sector? How would you like to work for an innovative and market-leading organisation? This is the perfect opportunity for a compassionate person with a desire to help others at the greatest time of need.
Mountain Healthcare provides holistic support and offers forensic services across the country. We are looking for Emergency Call Handlers to work in our 24/7 contact centre, based in Braintree. The role is predominantly providing support for people affected by sexual assault and rape, while working with professionals such as Police and Social Services to arrange forensic examinations at one of our Sexual Assault Referral Centres.
The right candidate needs to be able to multitask and work well under pressure. It’s a very busy role, where no two days are the same (IT skills and Customer Service experience will be essential). We are looking for someone to join us 16 to 40 hours per week, with various contract options available.
This Emergency Call Handler role would suit candidates with excellent telephone and customer service skills, an understanding of telephone triage, and previous experience as a Call Handler.
Pre-employment checks
Please note, all successful candidates will be subject to pre-employment checks including an Enhanced DBS check, two satisfactory references, and Police vetting NVVP Level 2 checks.
Requirements
* Excellent telephone manner
* Effective social skills gained from experience dealing with the public
* Customer service skills
* An understanding of the call handling and telephone triage roles
* Effective communicator (both verbal and written)
* Effective engagement skills
* Effective listening skills
* Results-oriented with good communication and interpersonal skills
* IT literate
* Ability to deal with confidential/sensitive and distressing information
* Able to work under pressure
* Knowledge of health and safety issues
* Ability to prioritise workload and meet performance targets
* Active team player
* Demonstrates sensitivity to the needs of individuals and groups
* Able to prioritise tasks, and to manage conflicting demands on time and resources, to deliver objectives
* Ability to develop effective working relationships and demonstrate professional credibility with colleagues at all levels
* Self-motivated – able to work on own initiative and work effectively as part of a team
* Able to manage stressful situations and make sound decisions
* Mature and professional approach to work.
* Able to demonstrate flexibility in terms of location and working hours
* Minimum of 3 GCSEs at grade C or above or equivalent
* Evidence of undertaking additional skills training, willingness to develop further
* Knowledge and understanding of equality and diversity issues
* A valid UK driving licence
Desirable skills
* Ability to confidently use a computer and move quickly between applications e.g. web and Email.
* Experience of liaising with multi-disciplinary agencies
* Previous management experience (or similar senior role)
* Experience with rota management
* Experience with team leading
* Experience with Auditing staff performance
* Experience with one-to-one’s and appraisals
* Experience with HR systems and processes
* Experience with training staff
* Experience with resource planning & implementing operational changes
* Experience collaborating data & information requests
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