Emergency Medical Advisor Support

North West Ambulance Service NHS Trust

The closing date is 01 May 2025

Job summary

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

Being an NWAS ICC Call Handling Support member of staff more than just answering calls. The ideal candidate will be responsible for managing inbound contacts ensuring they are managed appropriately in line with Trust policy and procedure, and ensuring the calls and emails are managed and directed appropriately. Inbound non-emergency calls will likely be received from various stakeholders, including patients and other NHS colleagues. The post holder will also use various elements of software in order to signpost and transfer patients to appropriate providers/services. The ideal candidate for this role will assess the information provided, provide clear, correct and appropriate advice whilst remaining calm under pressure.

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.

Through the Integrated Contact Centre we receive around 1000 calls per day. 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.

Main duties of the job

What you'll benefit from:

Basic Salary range £24,169 + unsocial hours payments

27 days annual leave per year pro rata, which increases with service

Enrolment into the NHS Pension Scheme

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

17 April 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£24,169 a day per annum

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

242-4647

Job locations

Trustwide

BL1 5DD

Job description

Job responsibilities

We are currently recruiting positions for staff to be based at any of our ICC sites in Manchester, Liverpool or Preston. The initial 3-week training will be facilitated at our ICC site in Manchester. Training will be full-time from 28 July 2025 until 12 August 2025, but part time applicants will be considered once training has been completed.

The hours for the role are as follows:

Monday to Sunday availability 0600-0030

Training will take place Monday to Friday 0800-1600, Week 1, 2 & 3 and must be attended in full.

Still Interested?

For further details please look at the Job Description and Person Specification attached to this advert.

Come and join our team, be valued for the work you do and make a real difference in peoples lives.

Assessments Centres and interviews will take place on the weekend of 18th May 2025 at Manchester, Parkway site. Assessments will need to be passed before the candidates can progress to interview.

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.

Job description

Job responsibilities

The hours for the role are as follows:

Monday to Sunday availability 0600-0030

Training will take place Monday to Friday 0800-1600, Week 1, 2 & 3 and must be attended in full.

Still Interested?

For further details please look at the Job Description and Person Specification attached to this advert.

Come and join our team, be valued for the work you do and make a real difference in peoples lives.

Assessments Centres and interviews will take place on the weekend of 18th May 2025 at Manchester, Parkway site. Assessments will need to be passed before the candidates can progress to interview.

Person Specification

Skills / Compentencies

Essential

Keyboard / data entry skills
Competent and confident user of computer-based information systems
Demonstrable verbal & written communication skills
Ability to follow and interpret policy and procedures
Demonstrable effective listening, analytical and decision-making skill
Ability to deal with queries from the public/patients in a tactful and appropriate manner, demonstrating empathy and compassio

Qualifications

Essential

Educated to GCSE standard or equivalent (one of which must be English), or in the absence of such, previous call handling/customer service experience

Values and Behaviours

Essential

Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable

Person Specification

Skills / Compentencies

Essential

Keyboard / data entry skills
Competent and confident user of computer-based information systems
Demonstrable verbal & written communication skills
Ability to follow and interpret policy and procedures
Demonstrable effective listening, analytical and decision-making skill
Ability to deal with queries from the public/patients in a tactful and appropriate manner, demonstrating empathy and compassio

Qualifications

Essential

Educated to GCSE standard or equivalent (one of which must be English), or in the absence of such, previous call handling/customer service experience

Values and Behaviours

Essential

Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable

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.