Emergency Call Handler

Are you looking for a new and exciting alternative career path within the forensic care sector? How would you like to work for an innovative and market-leading organisation?

This is the perfect opportunity for a compassionate person with a desire to help others at the greatest time of need.

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.

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.

The right candidate needs to be able to multitask and work well under pressure. It’s a very busy role, where no two days are the same (IT skills and Customer Service experience will be essential).

This role is to cover Maternity for 14 hours a week.

This Emergency Call Handler role would suit candidates with excellent telephony and customer service skills, an understanding of telephone triage, and previous experience as a Call Handler.

Benefits

• Enhanced sickness pay scheme
• Employee wellbeing programme
• Advanced rota planning for better work-life balance
• Pension Scheme
• Bonus 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 years’ service

Essential Skills

To succeed in this Emergency Call Handler role, you will need:

• Excellent telephone manner
• Effective social skills gained from experience dealing with the public
• Customer service skills
• An understanding of the call handling and telephone triage roles
• Effective communicator (both verbal and written)
• Effective engagement skills
• Effective listening skills
• Results-orientated with good communication and interpersonal skills
• IT literate
• Ability to deal with confidential/sensitive and distressing information
• Able to work under pressure
• Knowledge of health and safety issues
• Ability to prioritise workload and meet performance targets
• Active team player
• Demonstrates sensitivity to the needs of individuals and groups
• Able to prioritise tasks, and to manage conflicting demands on time and resources, to deliver objectives
• Ability to develop effective working relationships and demonstrate professional credibility with colleagues at all levels
• Self-motivated – able to work on own initiative and work effectively as part of a team
• Able to manage stressful situations and make sound decisions
• Mature and professional approach to work.
• Able to demonstrate flexibility in terms of location and working hours
• Minimum of 3 GCSEs at grade C or above or equivalent
• Evidence of undertaking additional skills training, willingness to develop further
• Knowledge and understanding of equality and diversity issues

Desired Skills

• Ability to confidently use a computer and move quickly between applications e.g. web and Email
• Experience of liaising with multi-disciplinary agencies
• A valid UK driving licence

About Company

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.

Essential Requirements

To succeed in this Emergency Call Handler role, you will need:

• Excellent telephone manner
• Effective social skills gained from experience dealing with the public
• Customer service skills
• An understanding of the call handling and telephone triage roles
• Effective communicator (both verbal and written)
• Effective engagement skills
• Effective listening skills
• Results-orientated with good communication and interpersonal skills
• IT literate
• Ability to deal with confidential/sensitive and distressing information
• Able to work under pressure
• Knowledge of health and safety issues
• Ability to prioritise workload and meet performance targets
• Active team player
• Demonstrates sensitivity to the needs of individuals and groups
• Able to prioritise tasks, and to manage conflicting demands on time and resources, to deliver objectives
• Ability to develop effective working relationships and demonstrate professional credibility with colleagues at all levels
• Self-motivated – able to work on own initiative and work effectively as part of a team
• Able to manage stressful situations and make sound decisions
• Mature and professional approach to work.
• Able to demonstrate flexibility in terms of location and working hours
• Minimum of 3 GCSEs at grade C or above or equivalent
• Evidence of undertaking additional skills training, willingness to develop further
• Knowledge and understanding of equality and diversity issues