Job Board

Companies

FCMS (NW) LTD

111 Health Advisor (Call Handler) in Blackpool, Lancashire

Blackpool Full-Time No home office possible

At a Glance

Tasks: As a 111 Health Advisor, you'll handle calls, provide support, and guide patients in emergencies.
Company: Join a dedicated team delivering essential health services since 1994, focused on community care.
Benefits: Enjoy flexible hours, NHS pension, career development, attendance bonuses, and free tea & coffee.
Why this job: Make a real impact in people's lives while thriving in a fast-paced, rewarding environment.
Qualifications: No specific qualifications required, but customer service or telephony experience is a plus.
Other info: Must be available for evening, weekend, and bank holiday shifts; training provided.

Post: 111 Health Advisor

Hours: We are looking for predominately evening and weekend staff.

Full Time/Part Time contracts available, including flexible and fixed hours.

Pay: £12.21 per hour whilst training and £12.67 per hour once the shadowing phase is passed.

Enhancements are available for shifts from 20:00-24:00 Mon-Fri 30% and all day on Saturday and Sunday 45%

Reports to:111 Operational Support team

Accountable to:111 Service Lead

Base: Newfield House, Vicarage Lane, Blackpool, Lancashire, FY4 4EW

Our Why:

To nurture an environment of inspiration, innovation, and disruption so that the people in our world receive exceptional care for this generation and the next.

Values:

Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:

Fun: People rarely succeed unless they are having fun. Happiness is healthy!

Awesome: We arent here to be average, were here to be awesome!

Humble: Were here to make a difference to the lives of others, NOT to see how important we can become

Brave: We challenge the norm. We have the courage to get the difficult jobs done

Oompf: We have natural oompf! Its infectious!

Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity

Our key expectations are:

Self-awareness Living authentically

Adaptability- Being ready to adjust depending on the situation

Openness What you see is what you get

Positivity with a real sense of being able to strive for the impossible

Generosity of spirit- Everyday should be an opportunity to act with kindness

Ability to have fun Taking the role seriously, whilst being yourself

Come and be a part of our amazing team!

We offer NHS Pension

Cycle to Work Scheme

Career Development Opportunities

Attendance Bonus

Staff Benefit Scheme

Free Tea & Coffee

Eye Care Contributions

About us

We have an established history of handling calls for both clinical and non-clinical services; ensuring that all services we operate are maintained at the highest level of quality and efficiency. We have been delivering local health care since 1994 during out of hours periods; taking calls for GP practices when they are closed which enables us to understand what the local population needs. Our knowledge puts us in the ideal position to deliver a range of services that our patients deserve. We are proud to deliver NHS 111 and local booking agent services.

Why work here?

You will be joining a team that is dedicated to supporting our community in some of their worst times. If you like a challenge and thrive working in a fast-paced environment, then 111 is an ideal role.

This role is so rewarding. Through callers challenging times, we make a real impact; ensuring assessments are timely, accurate and supportive, providing a service that will benefit the local community, and no doubt some of our family and friends.

What will the role involve?

The role of a 111 Health Advisor is a highly varied one and you can expect an incredibly busy work environment where no two days are the same. Patient care is our utmost priority, and you will remain calm and professional even when dealing with high call volumes and challenging or distressed customers. This is a hugely important role, and you can be supporting a mental health-based call, talking someone through CPR to raising an ambulance. FCMS Health Advisors answer approximately 27,400 call per week.

Flexibility to work a variety of shifts is essential in this role.

Nationally the 111 service is 24/7.

FCMS provide the 111 service between 7am 12 midnight, 365 days a year.

Therefore, you must be able to work shifts across evenings, weekends and Bank Holidays. Full-time and part-time are available, and we offer flexible and fixed contract shifts.

The responsibilities of a 111 Health Advisor.

By telephone, to provide a fast, accurate and effective 111 service to a patient in likely an emergency setting to identify the best route of care for them dependant on their symptoms.

To take, record and process highly personal information received, with accuracy and concisely using nationally recognised software. Relevant information will need to be identified and logged as data on to a computer. IT skills are important.

At the extreme, working in this role, you could save a life.

How we support our health advisors is to expect that they pass assessments at regular stages of a training course. In this role, you will complete an intensive training programme that we provide at the start of your journey with us. We will train you on a programme called NHS Pathways, that requires approximately 150 hours of training to be able to use the software in a safe, effective, and efficient manner alongside any other recognised training for development.

Part of the role can be to provide a professional and high-quality telephone call taking service for local health care services i.e., District Nurses/GP practices.

To be able to gather essential information in the least possible time while remaining polite and courteous we are trying to route our patients to the best care in the quickest way.

To be able to follow strict procedures and protocols at all times this is a high-pressured role, and we need to ensure that the patient is safe at all times.

Ensure full patient confidentiality at all times.

To work effectively under pressure in a calm and confident manner whilst remaining sensitive to the callers and patients needs

To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities

To be flexible and work in a service that delivers care from 0700-2400, 7 days a week.

There is a lot of opportunity to work daytime, evening, weekend, overnight shifts. 111 calls increase when traditional GP care routes are closed, so Bank holidays are some of our busiest times, we expect that all of our advisors work across this.

We welcome applications from candidates from a variety of backgrounds as we want our 111 Health Advisors to reflect the diverse patient population we serve.

This is a demanding role, working with members of the public in sometimes particularly difficult and distressing circumstances. To thrive in this role, previous experience in an extremely busy telephony-based role / care setting or customer service-based role OR a desire to work in this type of environment is necessary.

This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be required that we will submit a Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Before you start, this will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references, and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

Disability Confident Employer – As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

Person Specification

Qualifications -Desirable

GCSE/O Level English and Maths

Values & Behaviours -Essential

Commitment to providing a service that meets the demanding needs of the patients.

Ability to work effectively in a team to achieve shared goals for the interest of the patient.

Ability to accept feedback for the opportunity to enhance performance.

A dedication to providing a service that you would wish your friends and family to receive.

Skills & Capabilities -Essential

Excellent interpersonal skills including verbal and written communication as you will be inputting whilst talking into the computer.

Ability to remain calm under pressure.

IT skills, and the confidence to input data as you talk.

Excellent organisational skills, there are lots of parts of the process to delivering great care.

Competent, reliable, and conscientious person who can work on their own initiative and maintain strict confidentiality.

Flexibility of working hours to support core needs of 111 service delivery, that can also include annual leave and sickness

Experience -Essential

Knowledge that you want to work in this environment

Desirable

Telephony experience Health Care Setting

Customer Service experience

Demands of the role -Essential

To be able to speak to people by telephone in a busy virtual care setting.

Ability to pass all assessments in the training setting, to train for approximately 150 hours and then have appropriate shadowing to show competence in the role.

Mental pressure this role expects you to receive phone calls that discuss a variety of symptoms, that include mental health, declining illness, and serious injury

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

111 Health Advisor (Call Handler) in Blackpool, Lancashire employer: FCMS (NW) LTD

At FCMS, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work environment in Blackpool. Our team thrives on fun, bravery, and positivity, ensuring that every Health Advisor feels valued and empowered to make a real difference in the community. With flexible working hours, comprehensive training programs, and opportunities for career development, we are committed to nurturing your growth while you provide vital care to those in need.

Contact Detail:

FCMS (NW) LTD Recruiting Team

View FCMS (NW) LTD Profile

StudySmarter Expert Advice 🤫

We think this is how you could land 111 Health Advisor (Call Handler) in Blackpool, Lancashire

✨Tip Number 1

Familiarize yourself with the NHS Pathways system, as this is crucial for the role. Understanding how to navigate and utilize this software will give you a significant advantage during the training phase.

✨Tip Number 2

Highlight any previous experience in high-pressure environments, especially in telephony or customer service roles. This will demonstrate your ability to remain calm and professional when handling challenging calls.

✨Tip Number 3

Showcase your adaptability and flexibility in your application. Since the role requires working evenings, weekends, and bank holidays, expressing your willingness to work varied shifts can set you apart from other candidates.

✨Tip Number 4

Emphasize your commitment to patient care and community support. Sharing personal anecdotes or experiences that reflect these values can resonate well with the hiring team and align with the organization's culture.

We think you need these skills to ace 111 Health Advisor (Call Handler) in Blackpool, Lancashire

Excellent Interpersonal Skills

Verbal and Written Communication

Calmness Under Pressure

Data Inputting Skills

Organizational Skills

Confidentiality Maintenance

Flexibility in Working Hours

Ability to Work in a Team

Customer Service Experience

Telephony Experience

Adaptability

Empathy and Sensitivity

Problem-Solving Skills

Commitment to Patient Care

Some tips for your application 🫡

Understand the Role: Make sure to thoroughly read the job description for the 111 Health Advisor position. Understand the key responsibilities and expectations, especially the importance of providing exceptional care in a high-pressure environment.

Highlight Relevant Experience: In your application, emphasize any previous experience in telephony-based roles, customer service, or healthcare settings. Mention specific situations where you demonstrated calmness under pressure and effective communication skills.

Showcase Your Values: Align your application with the company's values: Fun, Awesome, Humble, Brave, Oompf, and Go-getting. Provide examples from your past experiences that reflect these values and how they relate to the role of a Health Advisor.

Tailor Your CV and Cover Letter: Customize your CV and cover letter to match the job requirements. Use keywords from the job description and ensure that your documents are clear, concise, and free of errors. Highlight your adaptability and commitment to patient care.

How to prepare for a job interview at FCMS (NW) LTD

✨Show Your Passion for Patient Care

Make sure to express your genuine interest in helping others and providing exceptional care. Share any relevant experiences that highlight your commitment to patient welfare, especially in high-pressure situations.

✨Demonstrate Adaptability

Since the role requires flexibility in working hours and adapting to various situations, be prepared to discuss how you've successfully adjusted to changing environments or unexpected challenges in previous roles.

✨Highlight Your Communication Skills

Effective communication is key in this role. Be ready to provide examples of how you've communicated clearly and empathetically with customers or patients, especially in stressful scenarios.

✨Emphasize Teamwork and Collaboration

The ability to work well within a team is crucial. Share instances where you collaborated with others to achieve a common goal, particularly in a healthcare or customer service setting.

111 Health Advisor (Call Handler) in Blackpool, Lancashire

Blackpool

Full-Time

Application deadline: 2027-03-18
FCMS (NW) LTD

View FCMS (NW) LTD Profile

Similar positions in other companies

UK’s top job board for Gen Z

Discover now