Operational Support Desk Call Handler

Transformationunitgm; Otterbourne; On-site; GBP 25,000; Part time

Job summary

A healthcare services organization in Otterbourne is looking for an Operational Support Desk Call Handler. This role involves handling calls and emails, providing customer service for vehicle and equipment concerns, and maintaining accurate records of interactions. Candidates should have GCSEs including English, customer service experience, and strong communication skills. The position offers flexible hours on a bank contract with a pro-rata salary of £24,465 annually, with benefits including NHS discounts and training support.

Benefits

27 days holiday

NHS Pension Scheme

Employee Assistance Programme

Qualifications

• Educated to GCSE level or equivalent with at least 3 passes at Grade C or above, including English Language.
• Experience of using a telephony system in a work environment.
• Previous experience in a Call Centre or Customer Service setting.

Responsibilities

• Handle incoming calls and emails regarding vehicle and equipment issues.
• Record and manage requests for support accurately.
• Provide professional customer service at all times.

Skills

Customer Service

Communication Skills

ICT Skills

Education

GCSEs or equivalent

Tools

Telephony system

Microsoft Office

Job description

Main area Admin Grade NHS AfC: Band 2 Contract Bank Hours

• Flexible Biblical
• Compressed hours
• Other

0 hours per week (BANK contract, up to 37.5 hours a week.) Job ref 195-26-310-KEH

Employer South Central Ambulance Service NHS Foundation Trust Employer type NHS Site Southern House Town Otterbourne Salary £24,465 Pro rata per annum Salary period Yearly Closing 28/01/2026 23:59

Operational Support Desk Call Handler - BANK

NHS AfC: Band 2

We understand that some applicants may choose to use AI tools to assist with completing their application. While this is not against our guidelines, it’s important that your application remains an accurate and honest reflection of your own skills, experience, and achievements. Please ensure that any content generated or supported by AI truly represents you and your capabilities, as this will Handlung; Assata, as this will form the basis of our assessment throughout the recruitment process.

Jobირი overview

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.

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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.

Working for our organization

Benefits we offer: क्षार्

• Full training and support when you join and ongoing throughout your employment with us.
• Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
• Enrolment into the NHS Pension Scheme.
• Access to continual professional development and opportunities within SCAS and the NHS.
• Occupational Health support along with an Employee Assistance Programme.
• NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
• Staff networking and support groups.

About Us

South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.

The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.

We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.

In SCAS, we know that colleagues who are cared for and valued are enabled to provide the right care, first time, every time. That is why we strive to foster a culture that balances fairness, compassion, learning, and accountability; a ‘just and learning culture’.

Detailed job description and main responsibilities

1. To eixo ineffective 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 assignment, out of hours estates faults and out of hours sickness畫 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, utilizing 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 התק Section 和 the department and ultimately frontline operations targets.

5. To provide protocol driven guidance to service users by utilizing 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 elevate serious incidents, accidents and issues to the Operational Support Desk Supervisor or Manager.

10. Totan?erge? Provide 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 Readyionale 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_EMP 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 utilize 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, utilizing conflict-management skills to de-escalate situations and provide a firstclass 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, utilizing 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 single performance. Results are fed back through regular 1:1 meetings.

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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 kept 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 Trust’s annual individual Performance Review and Development Process.

Person specification

έγινε Qualifications & Training

• Educated to GCSE level or equivalent with at least 3 passes at Grade C or above, one of which must be English Language.
• Customer Service Training
• Keys Skills level 2 or equivalent in Communication and ICT

Knowledge & Experience

• Experience of using a telephony system as a regular means of communication in a work environment.
• Experience of using Microsoft applications, including Windows OS and Microsoft Office in a work environment.
• Previous experience of working in a Call Centre or Customer Service Setting.
• Previous experience of a support desk based role either within the NHS or private sector.

We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans השר, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).

Please be assured that any requests for reasonable adjustments will not negatively affect your application.

As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff. You can find out more information here – scasjobs.co.uk/benefits

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