Job overview

ICC Senior Call Handler:

The role 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.

It involves delivering preceptorship and coaching to new and developing staff, ensuring adherence to call handling protocols and national standards.

 The post holder works closely with management and training teams to improve call quality and performance, supports the Non-Clinical Hunt Group (NCHG), and maintains their own skills and NHS Pathways license

Main duties of the job

Key Responsibilities:

· Conduct quality audits and evaluate call performance against national standards.

· Identify trends and provide actionable feedback and improvement plans.

· Deliver constructive feedback to individuals and support learning needs through CPD and training re...