Job summary
The Role Be the calm voice people turn to when they need help most. Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support. As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time. No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment. This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day. The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.
Main duties of the job
Be the calm voice people turn to when they need help most. As an IC24 Health Advisor, thousands of people contact NHS 111 looking for advice and support daily. You'll be the first point of contact, using guided assessment pathways to assess patients' needs and ensure they access the right care at the right time. No two calls are the same: you may reassure a parent worried about their child or assist someone in a mental health crisis. This role requires balancing compassion with professionalism while making safe decisions in a fast-paced environment. Working at NHS 111 is more than a customer service role; it's a position with real purpose and the chance to make a difference every day. The work can be emotionally demanding, but you will receive comprehensive training, coaching, and support from experienced colleagues and clinicians. Full office attendance is required for this significant role, supported by ongoing learning and development opportunities.
About us
Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care, and urgent care services to over six million patients across the UK. As an organisation, IC24 is dedicated to helping patients access the care they need when they need it the most. They prioritize patient safety and support individuals in finding the right care and advice, ensuring that each patient receives adequate assistance in their time of need. IC24 values inclusion and respect for all people, encouraging applications from under-represented groups to ensure an inclusive environment where everyone feels they belong. By focusing on training, coaching, and providing continued support for their employees, IC24 aims to develop the confidence and skills necessary for excellence in patient care. The organisation is committed to equal opportunities and workplace adjustments, ensuring that all recruitment processes are accessible to everyone. They're proud of their commitment to safeguarding those in their care and creating a work environment where employees can continuously grow and thrive.
Job description
Job responsibilities
Package Description:
The Role
Be the calm voice people turn to when they need help most.
Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support.
As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time.
No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment.
This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day.
The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.
To learn more about a day in the life of a Health Advisor click here to watch our video.
100% office attendance required
What you'll be doing
Being the first point of contact for patients
Answer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.
Assessing patient needs safely
Use NHS Pathways and approved processes to assess both urgent and non-urgent conditions, ensuring patients receive safe and appropriate outcomes.
Directing people to the right care
Signpost callers to the most appropriate service, whether that's self-care advice, primary care, urgent treatment, community services or an emergency response.
Managing challenging conversations
Support callers who may be distressed, anxious or vulnerable, demonstrating empathy while maintaining professionalism and appropriate boundaries.
Multitasking with accuracy
Navigate multiple IT systems, record information accurately and follow established processes while speaking with callers.
Delivering high-quality care
Work to quality standards, service expectations and compliance requirements while keeping patient safety at the heart of every decision.
Learning and developing
Take part in training, coaching, competency assessments and ongoing development to continually build your knowledge and confidence.
Supporting safe patient care
Recognise safeguarding concerns, escalate where appropriate and demonstrate IC24's values of Care, Excellence, Respect and Innovation in every interaction.
Who this role suits
You don't need previous healthcare experience to succeed as a Health Advisor.
What matters most is your ability to communicate, stay calm under pressure and genuinely care about helping people. We'll teach you the clinical systems and processes - you bring the right attitude, and we'll help you develop the rest.
You'll thrive in this role if you:
- Care about making a positive difference to people's lives.
- Communicate confidently, listen actively and build rapport with people from all walks of life, with excellent spoken and written English.
- Stay calm, show empathy and make sound decisions in fast-paced or emotionally challenging situations.
- Are confident using technology, navigating multiple computer systems and multitasking accurately.
- Learn quickly, welcome feedback and are committed to continuous development.
- Are reliable, take responsibility for your attendance and performance, and can work a 24/7 rota, including weekends.
- Values inclusion, dignity, confidentiality and respect for everyone
Who are we?
Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK.
Every day, our people help patients access the care they need, when they need it most.
Why IC24?
Working in NHS 111 is rewarding, but it comes with challenges. At IC24, you'll never face those challenges alone.
You'll receive comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians who want to see you succeed. Whether you're joining from customer service, retail, hospitality or healthcare, we'll help you build the confidence and skills to become an outstanding Health Advisor.
Let's be honest about the role
This role isn't for everyone.
Calls can be back-to-back, and you'll regularly speak with people who are worried, distressed or experiencing serious symptoms. The pace is fast, the training is intensive and there's a lot to learn as you build confidence using NHS Pathways, clinical processes and multiple computer systems.
Some new starters underestimate:
- The intensity and volume of calls.
- The emotional impact of difficult conversations.
- The level of multitasking and IT skills required.
- The importance of attendance, punctuality and personal resilience.
- How quickly safe decisions sometimes need to be made.
- The ongoing learning, coaching and quality assessments that support safe patient care.
What can't easily be taught is resilience, emotional intelligence, compassion and a genuine desire to help people.
Working HoursAll Health Advisors must be able to work at least 50% of weekends.
Full-Time OptionsYoull work a mix of early and late shifts, starting at 7am or 8am and finishing later than 10pm. If preferred, you can choose to work only late shifts or night shifts (typically 10pm to 6am). Weekend shifts are required every other weekend, but you can opt to work more if youd like.
Part-Time OptionsPart-time roles mainly focus on evening and weekend shifts, but a mix of early and evening shifts may be offered.
Weekday shifts are between 4-6-hours, either early between 6am-12noon or late from 4pm and longer shifts on the weekends.
Weekend-only roles are also available, and additional hours may be offered during busy periods
Training and Start DatesWere looking for candidates who can start training in January. Please note, the training for this role runs for 5 weeks and is full time (37.5 hours per week). We offer these courses in two timetables, either Monday-Friday 9am-5pm or Evening and Weekends.
What's in it for you?
- £12.75 per hour, plus enhancements of up to 60% for unsociable hours.
- NHS Pension Scheme
- 33 days annual leave
- Enhanced family leave policies.
- Wellbeing support, Employee Assistance Programme and occupational health services.
- Ongoing training, coaching and career development opportunities.
- Blue Light Card eligibility and access to employee reward and discount schemes.
- The opportunity to do meaningful work that genuinely makes a difference to people's lives.
Employment is subject to proof of eligibility to work in the UK, a satisfactory Enhanced DBS with Barred Lists check, and three years of satisfactory references.
Come and Meet UsIf you are shortlisted, we will invite you to an assessment evening at our Peterborough Care Coordination Centre, PE7 8HPThis is a great opportunity to learn more about the role, meet the team and take part in a face-to-face interview.
We celebrate brave ideas and brave people.
We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.
We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.
If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.
Person Specification
Qualifications
Essential
- No previous healthcare experience is required for this role. Key qualifications include the ability to communicate effectively, stay calm under pressure, show empathy, work with accuracy, and demonstrate a genuine desire to help people. Confidence in using technology and navigating multiple computer systems is also essential.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Integrated Care 24 Ltd
Address
IC24
Peterborough
PE7 8HP
United Kingdom
Employer's website
https://careers.ic24.org.uk/ (Opens in a new tab)
NHS 111 Health Advisor in Peterborough employer: INTEGRATED CARE 24
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