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- Tasks: Be the first point of contact for patients calling 111, providing urgent support and advice.
- Company: Join the South East Coast Ambulance Service NHS Foundation Trust, a vital part of the NHS.
- Benefits: Enjoy competitive pay, generous leave, free parking, and access to discounts and wellbeing resources.
- Why this job: Make a real difference in people's lives while developing your career in a supportive environment.
- Qualifications: GCSE Maths and English at Grade C or above required; strong communication and empathy skills essential.
- Other info: Flexible shifts available, but must work 3 out of 4 weekends; full training provided.
The predicted salary is between 24938 - 26598 £ per year.
A Vacancy at South East Coast Ambulance Service NHS Foundation Trust.
111 Call Handler (Health Advisor) – Gillingham
Join your local Ambulance Service! Your NHS needs YOU!
Our NHS 111 Call Handlers (Health Advisors) are people just like you: people who have come to us from all walks of life, from different backgrounds and age groups, people who all have the same things in common.
You are the first person our patients speak to when they call 111, it could be urgent and they may require an ambulance. Alternatively, they simply are in need of some advice and support from you.
The 111 service receive a huge variety of calls which means no two days are ever the same.
Progression Opportunities
We offer excellent training and career development opportunities for ambitious employees both within the call centres and also opportunities to explore different roles within the wider Trust such as Human Resources and Administration and operational front-line roles, leading to a career as a Paramedic or in Senior Management.
What makes a great NHS 111 Call Handler (Health Advisor)?
• Our 111 Call Handlers are all caring and empathetic
• They all have great communication skills and love talking to people
• They\’re all happy and able to work flexibly
• They all love making a difference to people\’s lives
The role of a SECAmb Call Handler
When you ring 111 or 999, your call goes through to a call handler based in one of our 3 Emergency Operation/Contact Centres. These staff are trained to use the NHS Pathways system to provide assistance in a variety of situations, from minor illness to life threatening situations. The assistance you will provide will range from offering lifesaving advice whilst an ambulance is on route, to directing callers to other more suitable services.
This role can be demanding, challenging and ultimately very rewarding however, it\’s not for everyone. Applicants will need to have a range of skills to be able to deal with often stressful and emotional situations, whilst also demonstrating compassion and empathy to all callers, no matter what the situation.
As we are a 24/7 service, this role will involve working a varied shift pattern including earlies, lates and weekends but due to our flexible working, we will work with you to create a rota that gives you a great work/life balance whilst meeting the needs of the trust.
Please note that it is a requirement to work 3 out of 4 weekends, even if you are applying for a part time position. Please give this consideration before making your application.
Why Work At South East Coast Ambulance Service NHS Foundation Trust
(SECAMB)?
What we can offer you:
• Competitive salary of £24,938 – £26,598 with the earning potential of up to £30,000 per annum
• Any unsocial hours worked you will attract an enhancement in line with Section 2 Agenda for Change
• Generous NHS Pension Scheme
• 35 days’ annual leave inclusive of Bank Holidays (pro rata)
• Free parking
• Access to Blue Light discounts
• Award winning Wellbeing hub
• Staff networks
• Training and development
• Salary Sacrifice schemes for cars or push bikes
• Free Enhanced DBS check
• Bonus scheme
Training Provided
We will provide full training in a warm, friendly environment in our NHS 111 Call Centre.
Our comprehensive training programme:
• 9 weeks training
• Training will be full-time (even for part-time applicants)
• Has a ‘must’ attend policy and no annual leave is permitted during this period
• Comprises of classroom, observing and mentoring periods within the working environment
• Designed to fully support full transition to call handling independently
Training schedules
Weeks 1 – 3 – Classroom Training, Monday – Friday, 08:00 – 16:00 / 16:00 – 00:00
Week 4 & 5 – Mentoring, this will be a variable shift pattern whilst you shadow your coaches shifts
Weeks 6 – 9 – Diamond Pod, variable shift pattern
Applicant Requirements
Successful applicants will demonstrate high levels of personal commitment to facilitate the delivery of a patient focused service.
We need individuals who have the drive and passion to make a difference to people’s lives, but also the personal resilience to work in a high-pressured environment.
You will need to be able to work well within a team and independently, have fast/accurate typing skills and a good standard of education. Successful candidates must possess GCSE Maths and English (or equivalent qualifications) at Grade C or above (2018 Grade 4).
This role is suited to people who remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature.
Further Information
If you are successfully shortlisted, you will be required to complete an online Psychometric test as part of the recruitment process.
All successful applicants will be required to undertake an Enhanced DBS check for children and adults.
This advert closes on Wednesday 30 Jul 2025
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111 Health Advisor (Call Handler) - Gillingham employer: South East Coast Ambulance Service NHS Foundation Trust
Contact Detail:
South East Coast Ambulance Service NHS Foundation Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 111 Health Advisor (Call Handler) - Gillingham
✨Tip Number 1
Familiarise yourself with the NHS Pathways system, as this is crucial for the role. Understanding how it works will not only help you during the training but also demonstrate your commitment and readiness to learn.
✨Tip Number 2
Practice your communication skills by engaging in conversations with friends or family about various topics. This will help you become more comfortable talking to callers in potentially stressful situations.
✨Tip Number 3
Showcase your empathy and problem-solving skills in any interactions you have before the interview. Whether it's through volunteering or simply helping someone in need, real-life examples can make a strong impression.
✨Tip Number 4
Be prepared to discuss your availability and flexibility during the interview. Since the role requires working varied shifts, showing that you can adapt to different schedules will be a big plus.
We think you need these skills to ace 111 Health Advisor (Call Handler) - Gillingham
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a 111 Call Handler. Familiarise yourself with the skills required, such as empathy, communication, and the ability to work under pressure.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job description. Emphasise any previous roles that involved customer service, communication, or working in high-pressure environments.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping others and your understanding of the NHS values. Mention specific examples from your past experiences that demonstrate your suitability for the role.
Prepare for the Psychometric Test: If shortlisted, you'll need to complete an online Psychometric test. Brush up on your problem-solving and situational judgement skills to perform well in this assessment.
How to prepare for a job interview at South East Coast Ambulance Service NHS Foundation Trust
✨Show Your Empathy
As a Health Advisor, you'll be dealing with callers in various emotional states. Make sure to demonstrate your empathetic nature during the interview by sharing examples of how you've supported others in stressful situations.
✨Highlight Communication Skills
Effective communication is key for this role. Prepare to discuss your experience in communicating clearly and effectively, especially in high-pressure environments. Consider using the STAR method to structure your responses.
✨Demonstrate Problem-Solving Abilities
The role requires quick thinking and problem-solving skills. Be ready to provide examples of how you've successfully navigated challenging situations or made decisions under pressure in previous roles.
✨Understand the Role's Demands
Familiarise yourself with the specifics of the 111 service and the types of calls you might handle. Showing that you understand the demands of the role and are prepared for the shift patterns will impress your interviewers.
