ICC Senior Call Handler

Job overview

ICC Senior Call Handler:

The role of Senior Call Handler supports the Integrated Contact Centre (ICC) by conducting quality assurance audits on NHS 111, 999, and dual-trained call handlers using NHS Pathways.

It involves delivering preceptorship and coaching to new and developing staff, ensuring adherence to call handling protocols and national standards.

The post holder works closely with management and training teams to improve call quality and performance, supports the Non-Clinical Hunt Group (NCHG), and maintains their own skills and NHS Pathways license

Main duties of the job

Key Responsibilities:

· Conduct quality audits and evaluate call performance against national standards.

· Identify trends and provide actionable feedback and improvement plans.

· Deliver constructive feedback to individuals and support learning needs through CPD and training resources.

· Analyse call and performance data to support decision-making and investigations.

· Maintain proficiency in call handling, software systems, and NWAS tools.

· Develop and share training aids; promote peer/self-audit culture.

· Act as a preceptor and mentor for new and developing staff.

· Provide non-clinical support 24/7 via the NCHG and escalate clinical concerns appropriately.

· Participate in major incident support and maintain frontline resilience when needed.

· Travel between ICC sites and adapt to evolving responsibilities in line with service changes.

· Carry out SMART Target audits to support Call Handlers in identified areas of deviation.

Working for our organisation

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Person specification

Skills / Competencies

Essential criteria

• Ability to maintain confidentiality and deal with situations in a sensitive manner
• Able to communicate across wide demographic boundaries in an appropriate manner
• Able to operate all equipment safely and in accordance with Trust policy, procedures and protocols
• Self-motivation and initiative, with excellent organisation and time management skills
• Assertiveness and willingness to challenge unacceptable practice
• The ability to have a strong impact and influence on key decisions
• Collaborative approach to teamwork and the ability to build and sustain effective communication with other key roles
• Able to communicate difficult / sensitive information tactfully, sometimes in highly emotive situations
• Cultural/diversity awareness and evidence of non-discriminatory practice
• Fair and balanced approach
• Flexibility to working patterns
• Positive and enthusiastic approach to work and challenging situations
• Excellent presentation skills
• Flexible and highly motivated
• Project a professional image
• Willingness and ability to travel to all ICC sites as required

Qualification and Knowledge

Essential criteria

• Experience in a Contact Centre environment
• Hold an NHS Pathways Competency Qualification
• Detailed knowledge of NHS Pathways
• Recognised Pathways Trained Coach and Preceptor or willing to commit to training and developments as a Recognised Pathways Trained Coach and Preceptor
• Be able to commit to a training and development programme and be prepared to work to achieve the required NHSP auditing standard

Experience

Essential criteria

• Significant or demonstrable NHS Pathways experience
• Ability to interpret statistical data effectively in order to make meaningful judgements
• Proven ability to give constructive performance related feedback to colleagues as part of audit feedback and whilst support the nonclinical hunt group.
• Experience of developing and implementing performance related action plans for individuals
• In-depth understanding of the Call Handler role and the scope of practice of NHS Pathways HAs / EMAs
• Computer literate with good working knowledge of all Microsoft Office Applications, particularly Excel

Values and Behaviours

Essential criteria

• Working together – demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
• Being at our best – professional and adaptable and takes pride in work
• Making a difference – act with compassion, kindness and integrity towards everyone