Belmont Recruitment are currently seeking an experienced Call Handler to work with the East of England Ambulance Service NHS Trust on a temporary basis. The role sits within the Trust’s CallEEAST Contact Centre team in Norwich.
The incoming Call Handler will act as a first point of contact for a wide range of callers, including patients, carers, healthcare professionals, emergency services, and partner organisations. You will provide advice, reassurance, and accurate information, ensuring callers are directed to the right service quickly and efficiently.
Key Responsibilities
* Answer and record incoming calls from patients, families, and professionals
* Provide advice and signposting in line with clinical triage protocols and procedures
* Manage challenging calls, including distressed or vulnerable individuals, with empathy and professionalism
* Support colleagues, including mentoring new team members during their training
* Ensure compliance with confidentiality, safeguarding, and data protection standards
* Contribute to team performance by meeting KPIs and call handling targets
About You
* Strong communication skills with the ability to remain calm under pressure
* Experience working in a customer service/call centre environment, ideally within a health and social care environment
* Enhanced DBS clearance
* Ability to adapt communication styles to meet the needs of different callers
* IT literate and able to accurately record information using software systems
* Flexible to work shifts across days, nights, weekends and bank holidays
* A caring, professional approach with a commitment to high standards
If your skills match the above criteria, please apply with your up-to-date CV