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Job overview
Can you remain calm and focused at times of pressure?
Can you make quick decisions and multitask?
Do you want to make a difference to patient care?
We are currently recruiting for Emergency Dispatchers to join our Control Room team at our Emergency Operations Centre in Chelmsford. The successful applicant will be responsible for the deployment of emergency ambulance resources and support the delivery of a high level of clinical quality and the best possible patient care. You will communicate with operational colleagues and teams within the Control Room to ensure the most appropriate emergency ambulance response and help is arranged.
Main duties of the job
Working as part of the wider control room team you will be responsible for the deployment of emergency ambulance resources across a specific geographical area in accordance with local and national performance targets and call triage categories. You will need to be resilient, professional and have good communication skills, work well within teams, be IT literate and have experience of using computerised systems, multitask and be able to remain calm and prioritise workloads to make quick decisions often at times of pressure. This is an exciting but busy role where no two days are ever the same.
We ask for at least 2 years experience within a customer focused environment where you have had to prioritise and manage your workload in a busy, challenging and fast paced environment. You should have some awareness of equality and diversity along with good geographical knowledge of the area and have experience of working as part of a team. You should want to make a difference to patient care.
It is necessary that you have 5 GCSE’s at grade C or above (or an equivalent qualification) including English. Ideally some understanding of the Ambulance Service/NHS would be beneficial but we do offer a robust training, mentoring and support package to guide you through the role and into your career with us.
This role involves working a rotating shift pattern which covers days and nights including weekends and special/public holidays.
Working for our organisation
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 and Cambridgeshire.
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.
Detailed job description and main responsibilities
For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.
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.
How to apply
Step 1 - Read the advert and the Job Description and Person Specification (attached)
Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.
Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.
Person specification
Skills & Knowledge
Essential criteria
1. Excellent computer skills including the use of Information Technology such as Windows-based systems, and Information Communication Technology such as Telephony, Email, MS Teams.
2. Effective verbal and written communication skills and good listening skills.
3. The ability to ensure pertinent information is accurately recorded, then assess that information for onward action and escalation.
4. Ability to work using own initiative.
5. Conflict management skills whilst remaining objective.
6. Able to prioritise and undertake numerous tasks simultaneously.
Desirable criteria
7. Understanding of the role of Emergency/Non-Emergency Ambulance provision.
8. Pre-existing basic understanding of medical terminology.
Personal Qualities, Abilities and Attributes
Essential criteria
9. Responsive, high standards of personal professionalism and a positive attitude and approach.
10. Self-motivated to achieve objectives, Key Performance Indicators and quality standards.
11. Ability to work consistently and stay calm in difficult and high-pressured situations.
12. Assertiveness.
13. Self-confidence.
14. Willing to undertake any training necessary to fully carry out the duties of the post.
15. Ability to maintain concentration and focus for sustained periods.
16. Excellent attention to detail.
17. Good situational awareness and capacity to absorb information from a range of sources and utilise it effectively.
18. The ability to manage and support a variety of stakeholders during times of crisis.
19. Flexibility to work rota hours and additional hours as required.
20. Willing to work in other areas of the Trust or Trust wide as and when required to do so.
Desirable criteria
21. Enthusiastic, happy to help and supportive of others.
22. An interest and enjoyment in developing new staff through mentorship.
Qualification
Essential criteria
23. 5 GCSEs at grade C or above (or an equivalent qualification) including English or equivalent suitable Call Centre experience
24. RSA Typing Level 2 or equivalent experience.
Desirable criteria
25. NVQ in Customer Services or equivalent experience.
26. MPDS Certification.
27. First Aid/First Person On Scene Qualification.
Experience
Essential criteria
28. Successful experience working/volunteering in a customer services environment.
29. Experience in adapting in an everchanging environment.
30. Experience working as part of successful team.
31. Able to self-identify areas for learning for Continuous Professional Development and committed to taking action to improve.
Desirable criteria
32. Previous experience in a logistics/call centre environment.
33. Previous experience working within the NHS.
34. Previous experience in mentoring others.
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Candidates who require a Skilled Worker visa to work in the United Kingdom can determine the likelihood of obtaining a Certificate of Sponsorship for this position by assessing their circumstances against the criteria specified on the Check if you need a UK visa - website. We encourage all applicants to review these criteria carefully to understand their eligibility for sponsorship.
References and Employment History: All references from current and previous employers, will be sought via their Human Resources Department and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and email address of the Human Resources Department and indicate your current/previous line manager and their departmental details.
All appointments will be subject to currently having a clean disciplinary record.
Please be advised that a No Smoking Policy is in operation throughout the Trust.
Guaranteed Interview Scheme - Under the Trust's commitment 'Positive about Disabled People', if you consider yourself as having a disability and you meet the minimum selection criteria for any post, you will get an automatic interview. By minimum selection criteria we mean that you must provide us with evidence in your application form which demonstrates the essential requirements as set out in the person specification and advertisement for a post.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications, regardless of age, race, religion & belief, sex, gender reassignment, sexual orientation, marriage & civil partnership, pregnancy & maternity or disability.