Operational Support Desk Call Handler - BANK

Main area Admin Grade NHS AfC:
Band 2 Contract Bank Hours

• Flexible working
• Compressed hours
• Other

0 hours per week (BANK contract, up to 37.5 hours a week.) Job  
-KEH

Employer South Central Ambulance Service NHS Foundation Trust Employer type NHS Site Southern House Town Otterbourne Salary £24,465 Pro rata per annum Salary period Yearly Closing 28/01/2026 23:59

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Call Handlers are the first point of contact within the Operational Support Desk, handling calls and emails effectively and efficiently in a calm and professional manner.

Calls and emails are received from frontline colleagues, management, other internal departments and a variety of internal and external stakeholders. Calls can range from mechanical and equipment defects to event vehicle requests for sporting events and royal engagements. Call Handlers ensure all calls and requests are dealt with professionally and logged clearly on our systems for them to action

Working alongside OSD Logistics Coordinators you will be responsible for answering calls and emails relating to vehicle and equipment defects or any other fleet or equipment related concern.

Benefits we offer:

• Full training and support when you join and ongoing throughout your employment with us.
• Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
• Enrolment into the NHS Pension Scheme.
• Access to continual professional development and opportunities within SCAS and the NHS.
• Occupational Health support along with an Employee Assistance Programme.
• NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
• Staff networking and support groups.

About Us

South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.

The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.

We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.

In SCAS, we know that colleagues who are cared for and valued are enabled to provide the right care, first time, every time. That is why we strive to foster a culture that balances fairness, compassion, learning and accountability; a ‘just and learning culture’.

1. To provide an effective and efficient support desk service via call handling and email administration, to include issues relating to vehicles, equipment, event vehicle requests,  assignment and reassignment, out of hours estates faults and out of hours sickness calls.

2. To receive and accurately record all aspects of any request or issue reported to the Operational Support Desk, including the time taken to respond, actions taken, and the time when the issue or request has been resolved. Accuracy and speed of typing is essential in order to record all key information to enable the Call Handler to determine the correct course of action to resolve the issue quickly and effectively.

3. To correspond/communicate with internal and external stakeholders professionally, utilising telephone, email, SMS text message, online instant messaging and web-based chat as required.

4. To deliver excellent levels of customer service at all times and contribute towards service delivery targets of…