Emergency Call Handler

Overview

Are you looking for a new and exciting alternative career path within the forensic care sector? 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 Centre's.

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). We are looking for someone to join us 16 to 40 hours per week., various contracts available. This Emergency Call Handler role would suit candidates with excellent telephone and customer service skills, an understanding of telephone triage, and previous experience as a Call Handler.

Please note
, all successful candidates will be subject to pre-employment checks including an Enhanced DBS check, two satisfactory references, and Police vetting NVVP Level 2 checks.

• Provide support for people affected by sexual assault and rape, while coordinating with professionals (Police, Social Services) to arrange forensic examinations at Sexual Assault Referral Centres.
• Work in a 24/7 contact centre and manage inquiries with multitasking and the ability to work under pressure.
• Utilise IT skills and deliver strong customer service in a busy environment.
• Assist with telephone triage and ensure effective communication with callers and stakeholders.
• Understand and adhere to confidentiality, data protection, and safeguarding practices.
• Prioritise workload and meet performance targets in a team environment.
• Demonstrate sensitivity to the needs of individuals and groups and build professional relationships across levels.
• Be flexible regarding location and working hours.

• Excellent telephone manner and customer service skills
• Understanding of call handling and telephone triage roles
• Effective verbal and written communication
• Strong engagement, listening, and interpersonal skills
• Ability to work under pressure and manage stressful situations
• IT literate and able to use multiple applications
• Ability to handle confidential/sensitive information
• Able to prioritise workload and meet targets
• Demonstrates professional credibility with colleagues at all levels
• Self-motivated and capable of working on own initiative as well as part of a team
• Knowledge of health and safety issues
• Minimum of 3 GCSEs at grade C or above or equivalent
• Evidence of undertaking additional skills training and willingness to develop further
• Knowledge and understanding of equality and diversity issues
• Valid UK driving licence

• Ability to confidently use a computer and move between applications (e.g., web and email)
• Experience liaising with multi-disciplinary agencies
• Previous management experience or a similar senior role
• Experience with rota management
• Experience with team leading
• Experience with auditing staff performance
• Experience with one-to-one coaching and appraisals
• Experience with HR systems and processes
• Experience with training staff
• Experience with resource planning and implementing operational changes
• Experience collating data and information requests