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- Tasks: Handle 999 calls and provide vital support to patients in emergencies.
- Company: Join the South Western Ambulance Service NHS Foundation Trust, a leader in emergency care.
- Benefits: Enjoy generous annual leave, NHS pension, and career development opportunities.
- Other info: Flexible part-time hours available; work in a vibrant city with great transport links.
- Why this job: Make a real difference in people's lives while gaining valuable experience.
- Qualifications: Basic computer skills and customer service experience required.
The predicted salary is between 29970 - 36483 £ per year.
South Western Ambulance Service NHS Foundation Trust – closing date: 04 May 2026.
Do you want to make a difference to our patients as part of a supportive and motivated team? Would you like NHS Benefits, including generous annual leave entitlement and NHS Pension? Would you like to develop your career within the Emergency Operations Centre (EOC)? If you answered yes to these questions, then start your career with the South Western Ambulance Service EOC, where the patient journey begins.
When you ring 999 your call goes through to one of our two Control Rooms based in Exeter and Bristol. Our trained Call Handlers are the first point of contact to the ambulance service for people experiencing a medical emergency. Not every call you deal with will be a matter of life or death but the way you listen, interpret and deal with the calls will make a vital difference to the patients we serve every day.
When you receive a call, you are responsible for recording accurate information, sometimes under difficult circumstances and offering advice or reassurance to the caller/patient. You will enter details onto a computer system about the patient and their condition which establishes the seriousness of the illness or injury, ensuring that the patient receives the right care at the right time.
Main duties of the job
Please refer to the attached 'Full EMD advert' document for full details of this vacancy. Part‑time hours will be considered through a flexible working application which will be reviewed on a case‑by‑case basis.
Working hours
Role is 24/7, 365 days a year (including bank holidays, weekends, days, nights etc.) and is worked in shifts to achieve this. Shortlisted candidates will be invited to attend an assessment centre.
About us
Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England and responding to an average of 2,650 incidents every day. We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five‑year strategy which has continually improving patient care at its very core.
The role is based in Exeter, one of the most vibrant, attractive and historically interesting cities in England, with excellent transport links and a great mix of independent shops, cafes and bars. If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples' lives, then we would love to hear from you. In return we will equip you with the skills and resources you need to thrive in your role. You will have opportunities to progress to roles across the Trust and enjoy continuous professional development.
Benefits
- A standard working week of 37.5 hours.
- Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years.
- Pay enhancements for out of hours, shift and overtime working.
- Career and salary progression.
- Car leasing scheme.
- Free parking across Trust sites.
- Staff networks.
- Wide range of discounts from various organisations across the UK.
Responsibilities
- Receive 999 calls and act as the first point of contact for patients experiencing a medical emergency.
- Listen, interpret, and assess calls, providing advice or reassurance to callers or patients.
- Accurately record patient information in the computer system under varying circumstances.
- Determine the seriousness of the illness or injury and provide an appropriate response to ensure patients receive the right care at the right time.
Qualifications
- Experience of inputting data accurately and quickly using a keyboard.
- Basic computer literacy.
- RSA Stage 1 keyboard skills.
- First Aid at Work Course.
Previous Experience
- Previous experience of dealing with members of the public in a customer service environment.
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.
999 Call Handler (Emergency Medical Dispatcher) - Exeter in Devon employer: SWAST
Contact Detail:
SWAST Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 999 Call Handler (Emergency Medical Dispatcher) - Exeter in Devon
✨Tip Number 1
Get familiar with the role of a 999 Call Handler. Watch videos, read up on the responsibilities, and understand what it takes to be the first point of contact in emergencies. This knowledge will help you stand out during interviews.
✨Tip Number 2
Practice your communication skills! Role-play scenarios where you handle emergency calls. This will not only boost your confidence but also prepare you for the real deal when you get that call.
✨Tip Number 3
Network with current or former Call Handlers. They can provide insider tips and share their experiences, which can be invaluable as you prepare for your assessment centre.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the resources you need to ace the process right there.
We think you need these skills to ace 999 Call Handler (Emergency Medical Dispatcher) - Exeter in Devon
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of a 999 Call Handler. We want to see how you can make a difference in our team!
Showcase Your Communication Skills: As a Call Handler, communication is key! Use your application to demonstrate your ability to listen, interpret, and provide reassurance. Share examples that showcase your customer service experience.
Be Clear and Concise: When filling out your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your qualifications and experiences.
Apply Through Our Website: Don’t forget to submit your application through our official website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at SWAST
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a 999 Call Handler. Familiarise yourself with the types of calls you might receive and the importance of accurate information recording. This will help you demonstrate your knowledge and passion for the role.
✨Practice Active Listening
As a Call Handler, listening is key. During your interview, practice active listening by summarising what the interviewer says before responding. This shows that you value communication and can handle high-pressure situations, which is crucial in emergency scenarios.
✨Showcase Your Customer Service Skills
Highlight any previous experience dealing with the public or in customer service roles. Be ready to share specific examples of how you've handled difficult situations or provided reassurance to someone in need. This will illustrate your ability to remain calm and supportive under pressure.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to prioritise. Think about how you would respond to various emergency situations and be prepared to explain your thought process. This will show your critical thinking skills and readiness for the role.