ICC Call Handler - Broughton, Preston

Location: based at our Integrated Contact Centres (ICC) in Broughton, PrestonSalary: Band 3. Basic pay £25,760 rising to £27,476 after two years. (Basic pay excludes shift enhancements/unsocial hour payments).Are you someone who thrives in high-pressure environments?

Do you have a passion for being the first point of contact for those in need when they need us the most?

Can you provide a voice of reassurance and support?If so, North West Ambulance Service is looking for individuals like you to join our team and make a real difference. Join our team - and take on a vital role as an ICC call handlerYou will need good data entry skills and a high standard of keyboard/typing ability. Experience in a call centre or customer service environment is advantageous. We are seeking individuals with a passion for excellent customer service, strongcommunication skills, and the resilience to thrive in a role that is both challenging and rewarding.Visa sponsorship is not possible for this role for either candidates or existing employees. The skill level and salary for this role does not meet the eligibility criteria for Skilled Worker/ Health and Care Worker visas as set out at gov.uk. Graduate visa holders should have no expectation of long-term employment through sponsorship. Additionally, your visa conditions and validity period must allow you to work in the
role question and for a suitable period to allow training and execution without requiring sponsorship, As a Call Handler you will be the main point of contact for the person at the other end of the line. Your role is to manage a variety of calls from a wide range of different patients with care and compassion.No day will ever be the same - This is a highly pressurised environment where you may be in contact with people in extremely vulnerable or stressful situations; our callers can be upset, angry, anxious or hysterical. For this we ask you would need to be confident in dealing with a range of people in varying situations, able to work in a fast-paced environment and must be adaptable to change quickly. We ask that you considering these points carefully before applying.Your role is to gather as much information as possible, assess the call, and provide clear, correct advice or instructions that could potentially save a life, remaining calm and reassuring under pressure. Your support will make a difference to lives and requires people who can be there
for those that need it, sometimes in the face of adversity and trauma.

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.