Operational Support Desk Call Handler - BANKNHS

Job summary

Call Handlers are the first point of contact within the Operational Support Desk, handling calls and emails effectively and efficiently in a calm and professional manner.

Calls and emails are received from frontline colleagues, management, other internal departments and a variety of internal and external stakeholders. Calls can range from mechanical and equipment defects to event vehicle requests for sporting events and royal engagements. Call Handlers ensure all calls and requests are dealt with professionally and logged clearly on our systemsfor them to action

Main duties of the job

Working alongside OSD Logistics Coordinators you will be responsible for answering calls and emails relating to vehicle and equipment defects or any other fleet or equipment related concern.

Job description

1. To provide an effective and efficient support desk service via call handling and email administration, to include issues relating to vehicles, equipment, event vehicle requests, ID Card assignment and reassignment, out of hours estates faults and out of hours sickness calls.

2. To receive and accurately record all aspects of any request or issue reported to the Operational Support Desk, including the time taken to respond, actions taken, and the time when the issue or request has been resolved. Accuracy and speed of typing is essential in order to record all key information to enable the Call Handler to determine the correct course of action to resolve the issue quickly and effectively.

3. To correspond/communicate with internal and external stakeholders professionally, utilising telephone, email, SMS text message, online instant messaging and web-based chat as required.

4. To deliver excellent levels of customer service at all times and contribute towards service delivery targets of the department and ultimately frontline operations targets.

5. To provide protocol driven guidance to service users by utilising the Operational Support Desk Training Manual, Process Manual, Handbook and other department training guides.

6. To liaise with other departments and agencies as required to facilitate the resolution of faults and issues reported to the Operational Support Desk.

7. To work without direction supervision but seek guidance where appropriate.

8. To work closely with and follow the guidance of Operational Support Desk Logistics Coordinators when providing advice and resolutions to service users regarding vehicular or equipment issues to ensure an effective and efficient service..

9. To escalate serious incidents, accidents and issues to the Operational Support Desk Supervisor or Manager.

10. To report serious Ambulance Vehicle Incidents (AVIs) involving personal injury,fire or theft to Operational Support Desk Management, the Duty Silver Officer and Assistant Director of Operations Support Services.

11. To authorise, coordinate and arrange the use of external recovery and repair services to attend Fleet vehicles, using own discretion to determine the best course of action whilst considering costs, reliability and time constraints.

12. To liaise with frontline crews, clinical equipment teams, fleet workshops, external garages and contractors and champion complex planning tasks as required to minimise lost unit hours and ensure the swift resolution of faults/defects to vehicles and equipment.

13. To coordinate the weekly booking of vehicles by Fleet Workshops and the Make Ready Provider for Service/MOT/Deep Clean Audits and cascade this information to all relevant departments and Logistics Coordinators so that appropriate plans can be put in place for vehicle collection. Ensure this information is collated and stored on networked servers for access by the team.

14. To be flexible with workload and be able to change from one task to another as required based on demands and urgent external requests.

15. To utilise ICT, VDU and telephony equipment, including sitting/standing at a desk continuously whilst wearing a telephony headset.

16. Utilise standard keyboard skills and multiple software packages to carry out job role effectively.

17. To ensure that equipment used by the Operational Support Desk that could impact on service provision is functioning to a required standard and report any faults or issues.

18. To handle difficult, frustrating and occasionally distressing calls professionally, utilising conflict-management skills to de-escalate situations and provide a first-class service to the caller.

19. To maintain good working relations with frontline crews, Clinical Coordination Centre staff and any other service users internally or externally that contact the Operational Support Desk.

20. To assist in coaching and mentoring new members or less experienced members of the team as required, utilising Training Documents to assist in the learning process.

21. To continually seek to further develop the service provided by the Operational Support Desk. Suggesting new ways of working that minimise expenditure whilst maximising the efficiency of the service provided and presenting these ideas to the Operational Support Desk Supervisor or Manager.

22. Is managed against individual performance targets through measurable key performance indicators agreed locally and is expected to constantly achieve or exceed these.

23. Undertake regular workplace assessments throughout the year to monitor own knowledge and performance. Results are fed back through regular 1:1 meetings.

24. To undertake quarterly team audits to assess own competence against agreed levels.

25. To attend and participate in training courses as appropriate.

26. To take active participation in Teem Meetings where new ideas, innovations and way of working can be proposed and agreed upon.

27. To complete all statutory and mandatory e-learning as required and ensure all training is kepy up to date.

28. To promote and establish a healthy and safe working environment in-line with policies and procedures.

29. Assist in establishing good employee relations and effective working practices within the team.

30. To assist with special projects as and when required.

31. To participate in the Trusts annual individual Performance Review and Development Process.

About us

At South Central Ambulance Service (SCAS), every role plays an important part in helping people when they need us most. Whether you work in frontline care, Emergency Operations Centres, or corporate support services, your contribution makes a real difference every day.

Our values of Caring, Professional and Honest guide everything we do. We care for our patients, communities and colleagues, act professionally with pride and commitment, and work honestly to build trust through openness, integrity and respect.

We offer a range of benefits to support your career including:

• Full training and access to a variety of development opportunities
• Holiday entitlement of 27 days, rising to 29 days after 5 yrs and 33 days after 10 yrs' service, plus 8 bank holidays (pro rata)
• NHS Pension Scheme
• Ongoing professional development within SCAS and the wider NHS
• Occupational Health support, an Employee Assistance Programme and Health and Wellbeing services
• NHS discounts at over 200 retailer
• Opportunities to join staff networking groups

We work closely with our recognised trade unions, including Unison, Unite, GMB and RCN, which provide workplace support and representation.

SCAS is proud to be an inclusive employer, welcoming applications from people of all backgrounds. We are committed to equality, diversity and inclusion, creating a workplace where everyone feels valued, respected and able to reach their full potential.

Join SCAS and help us deliver exceptional care when it matters most.