Mountain Healthcare
Emergency Call Handler PT/FT - Essex
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Emergency Call Handler PT/FT - Essex
Emergency Call Handler – Forensic Care Sector
Do you want an exciting career change within forensic care?
At Mountain Healthcare, we are a market-leading innovator in holistic support and forensic services. Join our 24/7 contact centre based in Braintree as an Emergency Call Handler—a role that truly makes a difference.
About the Role
We’re looking for compassionate, resilient individuals to provide critical support to victims affected by sexual assault and rape. In this role, you’ll:
- Handle urgent calls to assist victims during one of the most challenging times in their lives
- Act as a bridge between victims, Police, Social Services, and Sexual Assault Referral Centres (SARCs)
- Coordinate forensic examinations and ensure appropriate follow-up
- Work across a variety of cases, no two days alike—as a multitasker under pressure, handling high volumes of sensitive information efficiently
Key Responsibilities
- Provide empathetic, ražска oriented support to vulnerable individuals via phone and digital platforms
- Assess situations, apply clear telephone triage principles, and direct users to the most appropriate next steps
- Collaborate with external agencies to arrange urgent forensic medical examinations
- Maintain strict confidentiality while handling sensitive and distressing cases
- Use IT systems effectively to track calls, record information, and streamline processes
- Meet performance targets under tight deadlines, balancing prioritisation with care
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Who Are We Looking For?
Essential Skills & Experience
To succeed in this high-pressure role, you must have:
- Exceptional telephone manner and communicative skills—both verbal and written
- Strong customer service and crisis management experience (essential)
- A solid understanding of call triage, incident handling, and public-facing support
- Prior experience as a Call Handler (a must)
- IT literacy—comfort with computers, web browsers, emaшив, and rapid transitions between systems
- Ability to handle confidential/sensitive data and distressing situations with professionalism
- Proven ability to work under pressure and remain composed during high-stress incidents
- Minimum 3 GCSEs (Grade C or above) or equivalent qualifications
- Valid UK driving licence
- Knowledge of health and safety procedures
You’ll also need:
- Experience dealing with distressed individuals and demonstrating sensitivity to their needs
- Self-motivation and the flexibility to work independently and as part of a team
- Ability to multitask, prioritise, and meet tight deadlines
- Approval for pre-employment checks:
- Enhanced DBS check
- Two satisfactory references
- Police vetting (NVVP Level 2 checks)
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Desirable Traits & Extensions
If you bring the following qualities, they’ll make you a strong candidate:
- Fluency in computer systems (e.g., porting between web platforms, email, workflow management).
- Experience collaborating with multidisciplinary teams (e.g., police, NHS,.Social Services).
- Leadership experience: Previous involvement in any management, supervision, audit, team leading, or training roles.
- Familiarity with:
- HR processes
- Rota/performance appraisals (one-to-one and group)
- Data and information-gathering systems
- Strong resource and operational planning skills
- Teaching/Training: Ability or willingness to support team education
Working with Us
Mountain Healthcare thrives on professionalism, adaptability, and compassion. In this role, you’ll be a vital part of a team dedicated to supporting survivors with dignity, humanity, and efficiency.
Hours & Flexibility
- Part-time provisions: 16–40 hours per week
- Subject to roving shifts, including nights, weekends, and bank holidays to cover 24/7 operations
Ready to contribute in an impactful way? Send your CV and apply today.
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