At a Glance
- Tasks: Manage inbound calls and emails, providing essential support to patients and NHS colleagues.
- Company: Join the North West Ambulance Service NHS Trust, a vital healthcare provider.
- Benefits: Make a real difference while enjoying competitive pay and flexible hours.
- Other info: Dynamic role with opportunities for growth in a fast-paced environment.
- Why this job: Be part of a team that delivers life-saving care and support 24/7.
- Qualifications: Strong communication skills, attention to detail, and computer literacy required.
The predicted salary is between 37035 - 45265 £ per year.
Are you looking for a new career? One where you can really make a difference?
The ideal candidate will be responsible for managing inbound contacts ensuring they are managed appropriately in line with Trust policy and procedure, and ensuring the calls and emails are managed and directed appropriately. Inbound non-emergency calls will likely be received from various stakeholders, including patients and other NHS colleagues. The post holder will also use various elements of software in order to signpost and transfer patients to appropriate providers/services. The ideal candidate for this role will assess the information provided, provide clear, correct and appropriate advice whilst remaining calm under pressure.
NWAS call handlers provide a vital contribution to the provision of first class patient care, 24 hours a day, 7 days a week, 365 days a year. You will receive, understand, and assess contact/enquiries to establish the required service/solution, whilst simultaneously operating telephony and computer systems to manage calls and contacts; therefore, computer/data input skills are essential in the role.
Through the Integrated Contact Centre we receive around 1000 calls per day. The role requires working under pressure and can be challenging; however, knowing you have made a difference makes this an exciting and extremely rewarding role, where no two shifts are the same.
We are looking for candidates who are:
- Good communicators with an excellent telephone manner
- Organised with a strong attention to detail
- Good administration skills and enjoy working in a fast-paced environment
- Computer literate - including inputting and accessing Windows based packages together with a high standard of keyboard skills
- Highly motivated and passionate about delivering quality patient care
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport. Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed. We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need. Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident. We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Assessment Centre and Interviews - WC 23/11/26 (dates are subject to change). No leave permitted within the above training weeks - Courses run Full Time 37.5hrs pw. The hours for the role are as follows: Monday to Sunday availability 0600-0030.
Come and join our team, be valued for the work you do and make a real difference in people’s lives.
Please be aware that this role does not currently meet the criteria for Skilled Worker (or 'Health & Care Worker' as a sub-category) sponsorship. Candidates requiring sponsorship may wish to review their eligibility criteria at www.gov.uk before applying.
This advert closes on Sunday 22 Nov 2026.
Agile Call Handling Support - Estuary Point, Liverpool | North West Ambulance Service NHS Trust employer: North West Ambulance Service
At North West Ambulance Service NHS Trust, we are committed to fostering a dynamic and inclusive work environment where innovation in healthcare delivery is at the forefront. As a Pathway Development Lead, you will have the opportunity to collaborate with a diverse range of stakeholders, driving meaningful change that directly impacts patient outcomes. Our flexible hybrid working model, combined with a strong focus on professional development and community engagement, makes NWAS an exceptional employer for those looking to make a difference in urgent and emergency care.
Contact Details:
North West Ambulance Service Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Agile Call Handling Support - Estuary Point, Liverpool | North West Ambulance Service NHS Trust
✨Get Some Hands-On Experience
If you're looking to land that full-time gig in emergency medical services, don't underestimate the power of hands-on experience! Volunteering with local ambulance services or first aid organisations can give you a great insight into the field and show potential employers you’re dedicated.
✨Connect with EMS Communities
Join local EMS associations or online groups where professionals chat about job opportunities and trends. These communities are goldmines for networking, and you might just overhear about openings at places like North West Ambulance Service that aren't even advertised yet!
✨Showcase Your Skills Through Certifications
Make sure you’re up to date with your certifications—CPR, first aid, and any relevant EMS training. Having these on your CV or mentioned in interviews can really set you apart from the crowd when applying for that full-time role.
✨Leverage Local Job Fairs
Don’t forget about job fairs, especially those focused on healthcare and emergency services. These events are perfect for meeting representatives from companies like North West Ambulance Service face-to-face and making a lasting impression. Plus, they often have a ton of insider info about the hiring process!
We think you need these skills to ace Agile Call Handling Support - Estuary Point, Liverpool | North West Ambulance Service NHS Trust
Some tips for your application 🫡
Highlight Relevant Certifications:In the emergency medical services world, certifications like EMT or Paramedic are crucial. Make sure to prominently display any relevant qualifications on your CV to show you’re qualified and ready to jump in.
Showcase Your Experience in High-Pressure Situations:This isn’t just about ticking boxes; we want to see how you’ve handled emergencies. Share specific examples from your past roles, focusing on your ability to stay calm and effective under pressure—this will really make your CV stand out!
Craft a Personal Cover Letter:Use your cover letter to express your passion for EMS. Share a brief story about why you got into this field and what drives you. This personal touch helps us connect with you beyond just your qualifications.
Emphasise Teamwork and Communication Skills:Being part of an EMS team means communication is key. Highlight your experiences working in teams, especially in stressful environments, and how you effectively communicate with both your team and patients. This will show us you can thrive in our fast-paced world.
How to prepare for a job interview at North West Ambulance Service
✨Brush Up on Your Medical Knowledge
As we're stepping into the emergency medical services world, it's crucial to have a solid grasp on medical protocols and procedures. Expect to face scenario-based questions where you'll need to demonstrate your decision-making skills in high-pressure situations, so reviewing your medical textbooks or guidelines might just give you the edge!
✨Showcase Your Communication Skills
In EMS, teamwork and communication can literally save lives. Be prepared to discuss how you've effectively communicated in past settings or during training exercises. They might throw in questions about managing stressful interactions with patients or colleagues, so highlighting your soft skills could really set you apart.
✨Familiarise Yourself With Local Protocols
Since you'll be serving the community, knowing the specific EMS protocols and guidelines of North West Ambulance Service is key. Research their operations and any recent changes they might have implemented. Demonstrating that you're well-informed about local practices shows your commitment and readiness to hit the ground running.
✨Prepare for Practical Assessments
Don't be surprised if your full-time interview includes a hands-on assessment. Practising skills like CPR, patient assessment, and using EMS technology will show you're ready for the rigours of the job. So gather your training materials and maybe even practice with a mate to simulate the scenario-based tests you might encounter.
