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999 Call Handler - Norwich- £10.40p/h up to £17.57p/h

Closing date
7 Jul 2022

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Contract Type
Full Time
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I am pleased to be working alongside one of our national clients recruiting for 999 call handlers within the Norwich area.

Hours: Applicants must be flexible to work different shifts which includes days, nights and weekends.

Pay rates: Standard days- £10.40p/h

Nights and Saturdays- £14.39p/h

Sundays and Bank Holidays - £17.57p/h

Main Duties

Ensure the timely and accurate answering and recording of all requests for emergency resources using the Computer Aided Dispatch and appropriate clinical triage software.
Form part of a team of Call Handlers who will normally provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts. Respond to all incoming telephone calls, giving emergency calls priority.
Receive and record telephone calls from a range of personnel including hospital staff; other Health Service professionals and other Emergency Services.
Where rota's or staffing levels require it, carry out duties within the 'out of hours' control, either call handling or dispatching received calls. This requirement like all duties is subject to the post holder having had appropriate training.
Complete the clinical triage process for each emergency call received, to the fullest extent possible, to allow all emergencies to be marked with an appropriate priority. Ensure that patients receive a response intended to reach them in a timely manner for their condition and allocate the right type of resource.
To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate.
To produce, maintain and collate appropriate control records, comply with administrative procedures in accordance with Trust policy.
To take charge of an incoming call; managing patients, relatives, and the public in a calm professional manner and treating them with dignity and respect at all times.


Successful applicants will need to have at least 4 GCSEs, or a Level 2 equivalent, including maths and English.

Evidence of GCSEs achieved must all so provided.

Good Communication skills on the telephone are essential as well as being computer literate and great attention to detail

Empathy and Good listening skills required

Full training and guidance are provided

The Ideal candidates will be resilient and calm and looking for a new challenge in a rewarding role. If this sounds of interest to you, please apply now
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