This ICC Call Handler post with North West Ambulance Service NHS Trust starts in one of its 999, 111 or Patient Transport Services contact centre areas, then cross-trains in all three. The work is taking calls, assessing patients by phone and giving clear advice or reassurance, often in distressing situations. It is full-time on a 24/7 rota that includes nights, weekends and bank holidays, and a mandatory training course must be passed to keep the job. Visa sponsorship is not available.
What the job involves
- Take calls from a wide range of patients and callers with care and compassion
- Gather information and assess each call
- Complete patient assessments over the phone
- Give clear, correct advice or instructions that could save a life
- Stay calm and reassure callers in distressing situations
- Enter call and patient data accurately at a keyboard
- Complete the training programme across 999, 111 and PTS, including examinations, audits and assessments
- Complete conversion courses in all three areas, with practical experience in each
- Work rotas covering nights, weekends, and bank and public holidays
Qualifications
- GCSE standard or equivalent, including English, or previous call handling or customer service experience
Skills & knowledge
- Keyboard and data entry skills
- Competent use of computer-based information systems
- Strong verbal and written communication
- Following and interpreting policy and procedure
- Effective listening, analytical and decision‑making skills
- Tactful, empathetic handling of public and patient queries
Checks & eligibility
- Aged 18 or over
- Right to work in the UK for the full training period, without sponsorship
Other
- Excellent interpersonal skills, teamwork and use of own initiative
- Maintaining client confidentiality
- Proactive in identifying improvement and innovation
- Evidence of self‑development and helping others to develop
- Commitment to punctuality, flexible shifts and 24/7 rostering
- Commitment to the full training programme, with no leave in training weeks
Nice to have
- Experience in a call centre or customer service environment
What’s offered
- Full training provided
- Structured career pathway with ongoing development and training
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Contact Details:
The Methodist Church in Britain Recruitment Team
