Call Handler - Cardiff, United Kingdom - Acorn Recruitment Limited

Acorn Recruitment Limited

Verified Company

Cardiff, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Acorn Recruitment is currently supporting their NHS client in the Cardiff area to recruit Welsh-English Bilingual Call handlers.

As a Call Handler you will provide a front-line Welsh/English bilingual service, answering incoming calls, dealing with routine, non-routine, and specialist enquiries in a professional and helpful manner, communicating relevant information to professionals, and referring to others as appropriate.

Further role responsibilities:

Answer incoming calls to the service promptly; accurate collection of demographic details in a professional manner to ensure the correct information is accessed and can be triaged accordingly
Using effective questioning techniques, negotiating and persuasive skills with the general public and professionals in relation to their requests to ascertain what advice is required and entering this information and/or requests accurately on to the relevant computer system. This may include providing and receiving complex or sensitive information in situations where the individual may become distressed or emotional
Utilising excellent tact or persuasive communication skills to convey information where there are barriers to understanding

Facilitating access to service resources e.g. text phone, interpretation services

Analyse previous records where appropriate to ensure advice is consistent
To be able to respond and prioritise efficiently in a demanding role with pressure from telephone calls whilst maintaining accuracy and ability to follow up all queries in a timely manner
Having to deal with routine and nonroutine queries and advice, task related problem solving and ensure that all complaints, comments and suggestions are dealt with appropriately, in accordance with policy, resolving where possible and escalating when appropriate
To participate in meetings and contribute to the development of the service
To manage and prioritise work effectively to meet deadlines raising issues as they develop
Liaise with other NHS Wales services as required ensuring a good working relationship is maintained
To run searches on our system(s) as needed/requested
To support line management through undertaking additional delegated administrative tasks when required to support effective service delivery e.g. entering information onto existing data bases
Identify and highlight appropriately any issues regarding a vulnerable child or adult
To inform the Shift Lead/Contact Centre Manager of any issue affecting service delivery at the time the issue is highlighted
To maintain a healthy and safe work environment for all staff and colleagues
To work cooperatively both within the organisation and external stakeholders, sharing and utilising areas of knowledge and skills to enhance NHS care

Hours:
Monday to Friday, 9am - 5pm

Pay:
£9.50 - £10.28

For more information on this job role, please get in touch with Laura Pinnock at Acorn Recruitment.

Acorn Recruitment Ltd is acting as an Employment Business in relation to this vacancy.