Job summary The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a Support Coordinator currently based within the Clinical Contact Center at Llanfairfechan, but relocating to St Asaph in the near future.
Main duties of the job You will support the Response Coordinator in all operational and administrative matters that would otherwise detract from the primary role of the Response Coordination team in managing their resources, and call take on a rotational basis.You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system.
Listening and keyboard skills are essential.The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.Due to the nature of working hours and shift patterns applicants must be aged 18 years or over to comply with 'Young Workers at Work Regulations'.The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us #RemarkablePeopleOur workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year.
Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters.
We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service.
Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.
Job description Job responsibilities You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification Qualifications and Knowledge Essential 5 GCSEs (or equivalent qualifications) at Grade C or above including English Language and Maths, and or suitable relevant experience Medical Priority Dispatch System certified, due to dual role, and or willing to obtain within 12 months Awareness of EMSC SOPs and Trust Policies.
NVQ Level 3 Call Centre within 12 months of appointment.
Commitment to continuous professional development.
Trained loggist Desirable Understanding change management and the impact on individuals, teams and organisation.
JESIP trained Call centre call handling and dispatch experience.
NHS Experience Experience Essential Experience of supporting Emergency Contact Centre colleagues.
Ability to demonstrate good working knowledge of call flow, skills and systems, response systems, staff management including rostering.
Experience within a customer orientated organisation.
Experience of managing challenging situations.
IT literacy Analytical ability and problem solving Desirable Experience working in a call centre environment.
Delivering organisational outcomes through internal and external engagement and participation.
Optimising performance Delivering outcomes in line with the values and required behaviours of the organisation.
Analytical ability and problem solving Implementation of equal opportunities Ability to demonstrate a good working knowledge of systems.
Aware of service delivery KPIs and able to demonstrate appropriate actions to address any deviations Skills and Attributes Essential Good written and verbal communication skills Good oral communication Ability to work as part of a team Ability to handle multiple tasks effectively Ability to work to defined policy, procedures, practice, and instructions Standard Keyboard Skills High standards of personal professionalism Responsive professional and positive attitude and approach Desirable Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh Able to create effective working relationships with work colleagues to promote good / best practice Awareness of personal strategies deployed when faced with distressing situations Knowledge of analysing information in a meaningful manner in order to inform service provisions Values Essential Ownership of the Trust behaviours Other Essential Ability to work shift patterns Ability to travel within geographical area Flexible approach to work