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.

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 on 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. 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.

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.

Provide 24/7 support to people affected by sexual assault and rape, working with professionals such as Police and Social Services to arrange forensic examinations at our Sexual Assault Referral Centres. Deliver high‑quality telephone triage and call handling, manage a high volume of calls under tight deadlines, prioritise workload and meet performance targets.

• Enhanced sickness pay scheme
• Enhanced Maternity Pay after 1 year’s service
• Enhanced Neonatal/Adoption Pay after 1 year’s service
• Advanced rota planning for better work‑life balance
• 6 weeks annual leave
• Pension 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 year’s service

• Excellent telephone manner
• Effective social skills gained from experience dealing with the public
• An understanding of the call handling and telephone triage roles
• Effective communicator (both verbal and written)
• 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
• A valid UK driving licence
• Ability to confidently use a computer and move quickly between applications (e.g. web and Email).
• Experience of liaising with multi‑disciplinary agencies
• Experience with rota management.
• Experience with team leading.
• Experience with Auditing staff performance.
• Experience with one‑to‑one and appraisals.
• Experience with HR systems and processes.
• Experience with training staff.
• Experience with resource planning & implementing operational changes.
• Experience collaborating data & information requests.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.