(EOC) Non-Emergency Call Handler Apprentice

Customer Service

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At a glance

Date Posted: 16/08/2019

Expiry Date: 31/10/2019

Vacancy reference: 1537797

Wage: £7,605.00 (per annum)

Location: Wakefield

Apprenticeship Type/Name: Customer Service Practitioner

Working week/hours: 37.5

Apprenticeship duration: 15 Months Maximum with future full time position available for the right candidate.

Apprenticeship level: Intermediate (Level 2)


Qualifications required:

  • Minimum of 5 GCSE or equivalent including Maths & English at Grade C/4 or above

Desired skills:
  • Good interpersonal and communication skills
  • Ability to handle internal and external relationships with sensitivity and diplomacy
  • Good time management skills including ability to work to set deadlines
  • Effective engagement and influencing skills
  • Develop and maintain positive working relationships
  • Ability to work as part of a team
Personal qualities:
  • Professional appearance, to inspire confidence when representing the Trust
  • Can demonstrate self-awareness which includes awareness of impact on others
  • Highly motivated and enthusiastic
  • Committed to promoting diversity and awareness of equal opportunities
  • Ability to pass pre-employment checks
  • Friendly and respectful of colleagues

Training provided:

  • Candidates will complete a Customer Service Practitioner Standard
  • Maths and English up to level 2

Apprenticeship standard

Customer service practitioner


Non-Emergency Call Handler Apprentice within the Emergency Operations Centre (EOC) you will be the first point of contact for Health Care Professionals. You will make transport booking arrangements and Operational Resources requesting information or requiring to capture additional information ascertaining to the incident they are deployed to.

  • Effectively handle all appropriate types of calls received into the EOC in polite and professional manner
  • To achieve daily individual key performance indicators (KPIs) and standards, by ensuring you are available to take incoming calls for the majority of your shift
  • Be fully adverse with guidance on the Health Care Professional booking criteria within EOC
  • Deal with sensitive, complex or contentious information regarding patient’s conditions
  • Ensure all relevant information is captured within CAD, and that the information is precise, accurate and completed in line with the Departments procedures and guidelines
  • Use negotiating skills when handling calls
  • Receive and deal with enquiries from HCPs, and where necessary escalating any enquiries you are unable to deal with to a Team Leader
  • Signpost queries and calls for support/information from Operational Resources to the appropriate teams with EOC
  • Use excellent communication skills when liaising with internal and external stakeholders, ensuring a professional approach at all times
  • Ensure that all relevant training is completed at the earliest opportunity, ensuring you are fully conversant of changes in working practice that directly impact on your day to day duties
  • Be competent with the IT equipment required for the Non-Emergency Call Handler role, and be able to identify and escalate when issues occur with said equipment
  • Be fully knowledgeable of the procedures to follow if there is a system failure or system take down


Name: Karam Sidhu

Email: karam.sidhu@yh-group.co.uk

Phone number: 01484 515156

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