Call Handler

Job Title: Call Handler
Location: Norwich (NR7)
Hourly Pay Rate:
Weekdays - £11.45
Evenings and Saturdays - £16.14
Sundays and Bank Holidays - £20.95
Hours: 37.5 per week (Monday to Friday between hours of 08:00 and 20:00) - Must be flexible to work some weekends and Bank Holidays
Length of the contract: 12 weeks with potential to go permanent depending on progress

Gi Group are now seeking to appoint a Call Handler to our Public Sector client based in Hellesdon, Norwich. Our client provides healthcare services for Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk, and Cambridgeshire. The role of the Call Handler will be to answer operational calls that come into the contact centre. The Call Handler will provide accurate assistance over the telephone using the appropriate software/triaging tools. If necessary, the Call Handler will 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.

Duties of the Call Handler

• Form part of a team of Call Handlers who will normally provide the first point of contact with telephone callers to the company, on a 24/7 basis, working rotating shifts.
• Take calls from Public relating to both Transport Bookings and District Nurse and Doctor enquires.
• Receive and record telephone calls from a range of people/personnel including hospital staff; other health service professionals and other Emergency Services. This will also cover other clients and contracts that the contact centre handles.
• Provide advice to clients as directed by clinical triage protocols and procedures. This will involve following a set process when applying the clinical triage software.
• Ensure that the clinical triage process for each call received is factual and recorded accurately, to the fullest extent possible.
• Ensure ICT systems are used appropriately, and report systems failures to the Contact Centre Supervisor. In the event of a systems failure all staff are required to initiate any appropriate steps in line with standard operating procedures, to support the Contact Centre in maintaining business continuity.
• Deal with highly emotional, verbally aggressive, abusive, or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.

Role Criteria

• Literate to tested level and ability to communicate clearly.
• Keyboard skills.
• Windows application literate.
• Good geographical knowledge of Norfolk and Suffolk (you are likely to develop this skillset further whilst carrying out the role).
• Excellent verbal communication skills.
• Experience in a role dealing with the general public, face to face, or via the telephone.
• Working as part of a team.
• Willing to undergo Enhanced DBS (CRB) clearance.
• Strict adherence to eligibility and confidentiality protocols.
• Ability to multi-task.

Hiring Contact: Tiegan Clark
Agency: Gi Group