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Call Handler Full Time

at Cardiff and Vale University Health Board Cardiff in Cardiff (Published at 03-05-2021)

Call Handler - Immediate starts available

CAV 24/7 - ?Right place, First Time?

Full, part time and flexible working options covering the 24/7 period Various Part Time vacancies available including weekend working

Based within one of our call centres (Currently located in Barry Communications Hub & Cardiff (CRI))

NHS Terms & Conditions ? Band 2

Urgent Primary Care access is changing in Cardiff and Vale and we are looking for Call Handlers to join and expand our existing multi-disciplinary Team.

What is CAV 24/7?

A comprehensive ?Phone First? service that provides enhanced clinical telephone triage to ensure the citizens of Cardiff and Vale access safe and effective urgent care, underpinned by the principle of ?right place, first time?.

About the role:
Working within a busy call centre environment, you will act as the first point of contact for our citizens with urgent health care needs. You will be responsible for answering calls, supported by computer software and patient protocols, which will enable you to establish the reason for the call. This is in line with our right place, first time principle.

You should have excellent team working skills and you must be reliable and flexible to meet the needs and demands of the service. There are full and part time positions available with this vacancy working across the 24/7 period. This role will include working unsociable hours, and there will also be a requirement to work during bank holiday periods.

About you:
Previous Call Handler experience would be highly advantageous, as you will be dealing with a high volume of inbound calls, however if you have previous customer service and administration experience (ideally gained within a healthcare environment) we are waiting to hear from you.

You will be required to have good communication skills, be computer literate with good keyboard skills and the ability to work well under pressure. Due to the environment and types of calls you may receive, the ability to stay calm will be essential.

If you are interested and able to start at short notice, please indicate this in your application form and we will contact you.

Training and Development

You will receive comprehensive training and support to enable you to thrive in this role, including regular supervision, audit, and feedback.

Your training will consist of classroom-based learning, followed by training in the live environment working alongside existing call handling staff; with social distancing always maintained and adhered to.

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

Closing date: 03/05/21

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