About Company
Join career.imfdirectgov and become the vital first point of contact for individuals facing critical situations. We understand the immense responsibility that comes with being an Emergency Call Handler, and we empower our team with comprehensive training and a supportive environment. Our mission is to provide rapid, compassionate, and effective assistance, ensuring every call receives the highest standard of care. At career.imfdirectgov, you’ll find a culture built on teamwork, resilience, and a shared commitment to public safety. We value your ability to remain calm under pressure and make a real difference, offering a fulfilling career where your dedication directly impacts lives.
Job Description
Are you a calm, compassionate, and resilient individual ready to make a tangible difference in people’s lives when it matters most? career.imfdirectgov is seeking dedicated Emergency Call Handlers for our critical Night Shift operations in Bournville, Birmingham. This isn’t just a job; it’s a vital public service where every decision, every word, and every action has a profound impact. You will be the reassuring voice at the end of the line, guiding callers through their most challenging moments, from medical emergencies and serious incidents to urgent requests for assistance.
Working as part of our highly skilled and supportive team, you will be trained to expertly assess incoming calls, gather crucial information rapidly and accurately, and dispatch appropriate resources using advanced systems. The night shift demands a unique blend of focus, vigilance, and the ability to maintain composure during high-pressure situations. You’ll be dealing with a diverse range of incidents, requiring quick thinking, exceptional communication skills, and an unwavering commitment to helping others. We understand the emotional demands of this role, and we provide robust support systems, including ongoing training, debriefing facilities, and a strong peer network, to ensure your well-being.
Your shift will involve navigating complex situations with professionalism and empathy, often under tight timescales. You’ll be a critical link in the chain of emergency response, coordinating with various services and ensuring that the right help gets to the right place, at the right time. This role offers unparalleled job satisfaction, knowing that your efforts directly contribute to saving lives and bringing comfort to those in distress. If you thrive in a fast-paced environment, possess an innate desire to serve your community, and are prepared for the unique challenges and rewards of night work, we encourage you to apply. Join career.imfdirectgov and become an indispensable part of our mission to deliver excellence in emergency response, round the clock.
Key Responsibilities
- Answer emergency calls promptly and professionally, adhering to strict service level agreements.
- Rapidly and accurately assess caller situations, identifying the nature and urgency of the incident.
- Gather essential information from callers, providing reassurance and guiding them through distressing situations.
- Prioritise calls effectively based on established protocols and severity.
- Dispatch appropriate emergency services (e.g., ambulance, fire, police) to incidents using advanced computer-aided dispatch systems.
- Provide clear, concise, and potentially life-saving advice to callers over the phone until help arrives.
- Maintain accurate and detailed records of all calls, actions taken, and incident outcomes.
- Work collaboratively with colleagues, supervisors, and other emergency service agencies to ensure coordinated response.
- Operate various communication systems, computer software, and databases efficiently and effectively.
- Adhere strictly to all confidentiality, data protection, and safeguarding guidelines.
- Participate in ongoing training and professional development sessions to enhance skills and knowledge.
Required Skills
- Excellent verbal communication and active listening skills, with a clear and calm telephone manner.
- Proven ability to remain calm, focused, and composed under pressure in high-stress situations.
- Strong problem-solving and rapid decision-making abilities, often with limited information.
- Exceptional empathy, compassion, and a non-judgmental approach to diverse callers.
- Proficient computer literacy and accurate data entry skills, with the ability to multitask across various systems.
- Ability to work effectively both independently and as an integral part of a dedicated team.
- Demonstrated resilience and emotional robustness to handle challenging and distressing calls.
- High level of reliability, punctuality, and commitment, especially for night shift working patterns.
Preferred Qualifications
- Previous experience in a high-volume call centre, customer service, or emergency services environment.
- Basic knowledge of medical terminology, geography of the West Midlands, or emergency response protocols.
- Possession of a First Aid certification or similar qualification.
- Ability to speak additional languages relevant to the local community.
- Prior experience working night shifts or unconventional hours.
Perks & Benefits
- Competitive salary with attractive unsocial hours enhancement.
- Comprehensive initial and ongoing paid training program.
- Generous pension scheme contributions.
- 25 days annual leave plus bank holidays (pro-rata for night shift patterns).
- Employee assistance program offering confidential counselling and support services.
- Opportunities for career progression and professional development within emergency services.
- A highly supportive team environment and regular debriefing facilities.
- Free on-site parking at our Bournville facility.
- Cycle to Work scheme to promote well-being and sustainable commuting.
How to Apply
To apply for this critical role and join our dedicated team, please click on the application link below. We encourage all interested and qualified candidates to submit their application promptly to be considered.
