ICC Senior Call Handler

ICC Senior Call Handler focuses on 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.

What the role involves

• 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.
• Provide actionable feedback and improvement plans.
• · Deliver constructive feedback to individuals.
• · Maintain proficiency in call handling, software systems, and NWAS tools.
• · Provide non-clinical support 24/7 via the NCHG and escalate clinical concerns appropriately.
• · Carry out SMART Target audits to support Call Handlers in identified areas of deviation.

Skills and requirements

• 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.
• Collaborative approach to teamwork and the ability to build and sustain effective communication with other key roles.