Call Handler Coordinator

Job overview

A vacancy exists for a Call Handler Co-ordinator based at Snowdon House, Bangor. This is an exciting and diverse role for an experienced manager possessing a business or management qualification.

NHS 111 Wales is a Health Advice and Information Service available 24 hours a day, every day. The service helps you get the right information at the right time and in the right place. The Clinical Contact Centre is staffed by teams of Call Handlers, and Clinicians taking calls from the public. The service acts as a vital link between the community and health care provision and is an important and integral part of the overall package of health care provided by the Welsh Ambulance Service Trust.

Main duties of the job

The successful post holder will pro-actively manage a team of Call Handlers as well as managing the call flow into the NHS 111 Wales service whilst carrying out operational duties. These include monitoring and reporting on everything that impacts on service delivery across the sites in Wales using call flow analysis software and working closely with Operational Managers to improve performance and maximise call handling capacity in real time in order to achieve the Trust’s KPIs. Duties also include auditing, carrying out development and performance plans and supporting the service as and when the service demand requires. The post will offer an opportunity to work within a busy and challenging team led environment. Co-ordinating and problem solving daily makes the post both demanding and interesting. This role currently operates 7 days per week, 365 days a year, 24 hours a day, and you are required to work a range of shifts. NHS 111 Wales is a bilingual service. We actively seek Welsh speakers to join the team.

Successful candidates will be invited for formal interview when a presentation will also be required.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Detailed job description and main 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