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Support Centre Advisor

North West Ambulance Service NHS Trust

The closing date is 05 May 2025

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Job summary

NWAS Support Centre Advisor - Location: Salkeld Hall, Carlisle.

Band 3 plus additional pay for unsocial hours

2 Posts available - Permanent - 37.5 hours per week, rotating shifts

Part-time hours will be considered

Due to the continued expansion and investment within the North West Ambulance Service Support Centre, vacancies have now arisen for Support Centre Advisors. These positions will be based at Salkeld Hall, Carlisle.

Interviews will be held on Tuesday 20th May

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 atwww.gov.uk before applying

Main duties of the job

Support Centre Advisor

This varied role entails managing incoming telephone calls relating to staffing issues, vehicle breakdowns, Airwave communication faults, patient pathway referrals, the safeguarding of vulnerable adults and children, plus a range of other matters which are dealt with by the Support Centre. Applications are welcomed from individuals who possess excellent keyboard skills, a professional telephone manner, along with the ability to deal with callers in a sensitive and compassionate way. Support Centre Advisors provide an invaluable service to the North West Ambulance personnel by providing signposting and troubleshooting advice over the phone. The ability to input accurate information and liaise with both internal and external agencies is essential. Full training will be provided to successful applicants.

You will be required to work rotating shifts providing cover 24 hours a day, seven days a week, including bank holidays, for which you will receive additional unsocial hours pay.

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

14 April 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,625 to £25,674 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

242-4636

Job locations

Support Centre, Salkheld Hall

Carlisle

CA2 7AN

Job description

Job responsibilities

Please ensure that you have read and understood the job description and person specification before applying.

Job description

Job responsibilities

Please ensure that you have read and understood the job description and person specification before applying.

Person Specification

Qualifications

Essential

Educated to GCSE standard or above, or equivalent vocational qualification (Certificates will need to be presented at Interview)

Desirable

NVQ Level 3 Call Handling

Skills and Abilities

Essential

Excellent keyboard and computer skills -minimum speed of 30 words per minute - applicants will be tested
Professional telephone manner -demonstrated in application, interview and reference
Excellent listening skills - applicants will be tested
Basic literacy skills -applicants will be tested

Knowledge and Experience

Essential

Experience of using computers - demonstrated in application and tested

Desirable

Experience of working in a call centre or customer focused environment -demonstrated in application

Personal Attributes

Essential

Ability to work effectively in a pressurised environment -demonstrated in application, interview and reference.
Ability to follow protocols -demonstrated in application, interview and reference
Excellent communication skills -demonstrated in application , interview and reference
Maintain confidentiality -demonstrated in application, interview and reference

Person Specification

Qualifications

Essential

Educated to GCSE standard or above, or equivalent vocational qualification (Certificates will need to be presented at Interview)

Desirable

NVQ Level 3 Call Handling

Skills and Abilities

Essential

Excellent keyboard and computer skills -minimum speed of 30 words per minute - applicants will be tested
Professional telephone manner -demonstrated in application, interview and reference
Excellent listening skills - applicants will be tested
Basic literacy skills -applicants will be tested

Knowledge and Experience

Essential

Experience of using computers - demonstrated in application and tested

Desirable

Experience of working in a call centre or customer focused environment -demonstrated in application

Personal Attributes

Essential

Ability to work effectively in a pressurised environment -demonstrated in application, interview and reference.
Ability to follow protocols -demonstrated in application, interview and reference
Excellent communication skills -demonstrated in application , interview and reference
Maintain confidentiality -demonstrated in application, interview and reference

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.