Mountain Healthcare provide holistic support and offer forensic services across the country. We are looking for Emergency Call Handlers to work in our 24/7 contact centre, based in Braintree.
Main duties of the job
The role is predominantly providing support for people affected by sexual assault and rape, whilst working with professionals such as Police and Social Services to arrange forensic examinations at one of our Sexual Assault Referral Centres.
About us
Founded by passionate clinicians on a mission to provide expert patient-centred services, Mountain Healthcare leads the clinical forensic healthcare provisions sector in the UK.
A premier partner of NHS England and the police, our unique provisions include Sexual Assault Referral Centres (SARCs), Police Custodial Healthcare, Secure Estate Healthcare and clinical telephone advice.
Driven by our values Be Kind and Do the Right Thing, Mountain Healthcare provides holistic and trauma-informed care that improves the immediate and long-term health outcomes of patients across the criminal justice system.
Through innovative technologies and strategic partnerships, our expert clinicians ensure equal, effective and efficient services to all our patients and always put their health, safety and rights first.
Join the Best Provider, Make the Greatest Difference. Clinical forensic healthcare is a rapidly growing career path as demand for specialist critical services has greatly increased in recent years.
At Mountain Healthcare, we understand that to provide the highest quality services for our patients and customers, our people must be the best in the field.
We are proud to offer unrivalled staff training and development opportunities such as our unique Forensic Practitioner Gateway, our wide range of accredited and Continuing Professional Development (CPD) courses, and access to events across the health and justice sector.
Job responsibilities
The right candidate needs to be able to multitask and work well under pressure. Its a very busy role, where no two days are the same. Excellent telephone and customer service skills, understanding of telephone triage, and previous experience as a Call Handler are essential.
We are looking for someone to join us 30 and 32 hours per week.
Benefits
* Enhanced sickness pay scheme
* Enhanced Maternity Pay after 1 year’s service
* Enhanced Neonatal/Adoption Pay after 1 year’s service
* Advanced rota planning for better work–life balance
* 6 weeks annual leave
* Pension Scheme
* Life Assurance
* Employee Assistant Programme
* Long Service/Team of the Month Awards
* A range of accredited and CPD training courses and masterclasses
* Funding for higher education courses after one year’s service
* Well‑being programme
* Apprenticeships
* Active team player culture
DE&I Mountain Healthcare aims to create and encourage an environment that is committed to promoting equality, diversity, working inclusively, and valuing the differences that individuals can bring to the workplace.
Qualifications
* Minimum of 3 GCSEs at grade C or above or equivalent
* A valid UK driving licence
* 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.
Experience
* Excellent telephone manner and effective social skills gained from experience dealing with the public
* Understanding of call handling and telephone triage roles
* Effective communicator (both verbal and written)
* Results‑orientated with good communication and interpersonal skills
* IT literate
* Ability to deal with confidential/sensitive and distressing information
* Able to work under pressure and manage stressful situations
* Knowledge of health and safety issues
* Ability to prioritise workload and meet performance targets
* Active team player and self‑motivated – able to work on own initiative and work effectively as part of a team
* Demonstrates flexibility in terms of location and working hours
* Experience of liaising with multi‑disciplinary agencies and resource planning & operational change implementation
* Experience with HR systems, training staff, and audit performance
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.
Equal Employment Opportunity
We welcome applications irrespective of age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexuality, or other personal circumstances. We uphold these principles in our organisational values and behaviours towards each other and our patients.
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