NWAS Call Handler 111

North West Ambulance Service NHS Trust

This job is now closed

Job summary

Are you looking for a new career? One where you can really make a difference?

Being an NWAS Call Handler is more than just answering calls, it's about providing an appropriate response to our patients urgent health care needs, offering advice and reassurance and signposting or transferring to appropriate providers.

Covering the whole of the North West of England, NWAS call handlers deal with both non-emergency and emergency calls, meaning you could be booking a GP appointment, advising patients to attend an out of hours service or even dispatching an ambulance.

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 be responsible for the assessment of clinical symptoms with the ability to document patient information quickly and accurately, therefore computer / data input skills are essential in the role.

Main duties of the job

On a typical weekday we receive around 6000 calls and up to 10,00 calls per day at the weekend. 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.

What you'll benefit from:

Basic Salary range £22,816 - £24,336 + unsocial hours payments
27 days annual leave per year pro rata, which increases with service
Enrolment into the NHS Pension Scheme
A nationally recognised qualification in NHS Pathways Licence
Free onsite parking
Access to extensive blue light discounts
Full training and support by our dedicated education team and an excellent career structure for future progression

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
Resilient, highly motivated and passionate about delivering quality patient care
Educated to GCSE level or equivalent vocational qualifications

About us

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.

Date posted

16 August 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,816 to £24,336 a year per annum

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

242-3937

Job locations

111 Operational Delivery Middlebrook

Middlebrook

Horwich, Bolton

BL6 6PQ

Job description

Job responsibilities

We are currently recruiting positions for 30 and 37.5 hours working between 0500-0200 Monday-Sunday. Please see our fact sheet for the details on available rota patterns.

The post holder must be available to attend and complete a 7 week Full Time training course starting 23rd October 2023.

This post is subject to Situational Judgement Test should you be shortlisted. Please ensure you read the full Job Description and Person Specification before applying for this role.

Job description

Job responsibilities

We are currently recruiting positions for 30 and 37.5 hours working between 0500-0200 Monday-Sunday. Please see our fact sheet for the details on available rota patterns.

The post holder must be available to attend and complete a 7 week Full Time training course starting 23rd October 2023.

This post is subject to Situational Judgement Test should you be shortlisted. Please ensure you read the full Job Description and Person Specification before applying for this role.

Person Specification

Education/Knowledge

Essential

5 GCSE's ( one of which must be English ) or equivalent or relevant previous experience.

Skills and experience

Essential

Evidence of delivering successfully in a customer focused environment.
Providing a service directly to the public with a significant proportion of time spent dealing with enquiries over the telephone.
Keyboard / data entry skills.

Desirable

Call centre experience.
Experience of working in a health or social care field.

Values and Behaviours

Essential

Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goals.

Person Specification

Education/Knowledge

Essential

5 GCSE's ( one of which must be English ) or equivalent or relevant previous experience.

Skills and experience

Essential

Evidence of delivering successfully in a customer focused environment.
Providing a service directly to the public with a significant proportion of time spent dealing with enquiries over the telephone.
Keyboard / data entry skills.

Desirable

Call centre experience.
Experience of working in a health or social care field.

Values and Behaviours

Essential

Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goals.

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information