North West Ambulance Service NHS Trust

Support Centre Advisor

The closing date is 07 October 2025

Job summary

A vacancy has arisen for a Support Centre Advisor within the North West Ambulance Service. Based at Salkeld Hall, Carlisle, this varied role entails managing incoming telephone calls, providing support and advice in relation to staffing issues, vehicle breakdowns, communication equipment faults, patient pathway referrals, plus the safeguarding of vulnerable adults and children.

Main duties of the job

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 manner.

Support Centre Advisors provide an invaluable service to the North West Ambulance. 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

23 September 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£27,485 to £30,162 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

242-4804

Job locations

10 400 NWAS Support Centre S2

Carlisle

CA2 7AN

Job description

Job responsibilities

Please ensure you have read the full Job Description and Person Specification before applying for this role.

The Trust reserves the right to close this vacancy early if a large number of applications are received.

Interviews will be held on Wednesday 29th October

Job description

Job responsibilities

Please ensure you have read the full Job Description and Person Specification before applying for this role.

The Trust reserves the right to close this vacancy early if a large number of applications are received.

Interviews will be held on Wednesday 29th October

Person Specification

Skills

Essential

Ability to work effectively in a pressurised ever-changing environment
Ability to maintain confidentiality and deal with situations in a sensitive manner
Able to communicate across wide demographic boundaries
Excellent listening skills and the need to concentrate continuously when dealing with and evaluating complex situations
To build relationships and trust with multiple agencies and colleagues to ensure quality of service are delivered and maintained

Qualifications

Essential

Educated to GCSE standard or above, or equivalent vocational qualifications
NVQ Level 3 call handling

Experience

Essential

Experience of working in a call centre and/or customer focused environment

Values & Behaviours

Essential

Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
Being at our best - professional and adaptable and takes pride in work
Making a difference - act with compassion, kindness and integrity towards everyone

Person Specification

Skills

Essential

Ability to work effectively in a pressurised ever-changing environment
Ability to maintain confidentiality and deal with situations in a sensitive manner
Able to communicate across wide demographic boundaries
Excellent listening skills and the need to concentrate continuously when dealing with and evaluating complex situations
To build relationships and trust with multiple agencies and colleagues to ensure quality of service are delivered and maintained

Qualifications

Essential

Educated to GCSE standard or above, or equivalent vocational qualifications
NVQ Level 3 call handling

Experience

Essential

Experience of working in a call centre and/or customer focused environment

Values & Behaviours

Essential

Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
Being at our best - professional and adaptable and takes pride in work
Making a difference - act with compassion, kindness and integrity towards everyone

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.

Employer details

Employer name

North West Ambulance Service NHS Trust

Address

10 400 NWAS Support Centre S2

Carlisle

CA2 7AN

Employer's website

https://www.nwas.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

North West Ambulance Service NHS Trust

Address

10 400 NWAS Support Centre S2

Carlisle

CA2 7AN

Employer's website

https://www.nwas.nhs.uk/ (Opens in a new tab)