Job summary
Location: based at our Integrated Contact Centres (ICC) in Middlebrook in Bolton.Salary: Band 3. Basic pay £24,937 rising to £26,598 after two years. (Basic pay excludes shift enhancements/unsocial hour payments).Are you someone who thrives in high-pressure environments?
Do you have a passion for being the first point of contact for those in need when they need us the most?
Can you provide a voice of reassurance and support?If so, North West Ambulance Service is looking for individuals like you to join our team and make a real difference. Join our team - and take on a vital role as an ICC call handlerYou will need good data entry skills and a high standard of keyboard/typing ability. Experience in a call centre or customer service environment is advantageous. We are seeking individuals with a passion for excellent customer service, strongcommunication skills, and the resilience to thrive in a role that is both challenging and rewarding.Visa sponsorship is not possible for this role for either candidates or existing employees. The skill level and salary for this role does not meet the eligibility criteria for Skilled Worker/ Health and Care Worker visas as set out at gov.uk. Graduate visa holdersshould have no expectation of long-term employment through sponsorship. Additionally, your visa conditions and validityperiod must allow you to work in the role question and for a suitable period to allow training and execution without requiringsponsorship.
Main duties of the job
As a Call Handler you will be the main point of contact for the person at the other end of the line. Your role is to manage a variety of calls from a wide range of different patients with care and compassion. No day will ever be the same - This is a highly pressurised environment where you may be in contact with people in extremely vulnerable or stressful situations; our callers can be upset, angry, anxious or hysterical. For this we ask you would need to be confident in dealing with a range of people in varying situations, able to work in a fast-paced environment and must be adaptable to change quickly. We ask that you considering these points carefully before applying.Your role is to gather as much information as possible, assess the call, and provide clear, correct advice or instructions that could potentially save a life, remaining calm and reassuring under pressure. Your support will make a difference to lives and requires people who can be there for those that need it, sometimes in the face of adversity and trauma.It is recommended that you read the full advert and Job Description for this role's full details.
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.
Job description
Job responsibilities
This is a vital role where you will start your training as an ICC Call Handler in one of our contact centre areas 999, 111 or Patient Transport Services. In time you will be upskilled across all three areas, this is mandatory to the role (you will initially be allocated to one area which would primarily be 999, 111 and/or PTS). Each stage of upskilling taking around 9 months to complete, which also includes practical experience of working in that area. This offers a clear and structured career pathway, with ongoing development and training to support you in becoming fully skilled and confident ICC Call Handler.It is recommended that you read the Job Description and Frequently Asked Questions attached to this advert for further details before applying.Full training will be given to the successful candidates. It is a pre-requisite that candidates must successfully complete all stages of the training program, including all examinations. Initial training will be up to 10 weeks, full-time, with no annual leave permitted during this period. This service runs 24/7 365 days a year - A full range of shifts will need to be covered, including bank holidays, public holidays, weekends and include working nights / early hours. Due to the nature of the hours only applicants over the age of 18 can apply for this role. We currently offer full-time positions (37.5 hours per week) but may consider 30+ hours (Although commitment to fulltime training would be required). All training is 10 weeks fulltime. Shifts - Shift patterns / details associated to this job advert, and present in the attached FAQ are examples only. Please note rota patterns are subject to change in line with service delivery and/or business demand, staff will be given adequate notice of any changes.999 / HA Rota's PTS Rota's to be confirmed:As an ICC Call Handler you will work on a relief rota to meet the needs of the service. Full-time (37.5 hours per week) Part-time (30 hours per week) Shifts lengths can vary and could be 7 / 8 /10 or 12hrs Consecutive shifts will usually have similar start times (within a 3-hour window) to support staff wellbeing. You will usually work 2 / 3 out of 4 weekends. You will receive at least 6 weeks notice of your shifts. Rest days will, where possible, be scheduled together. This approach balances service demand and ensures fairness, flexibility, and service coverage while balancing staff wellbeing. .
Assessments will take place on either: 31-Oct-25 and or 3-Nov-25 at our Middebrook site and Interviews will be conducted on: W/E 08-Nov-2025 for those who pass the assessment.Candidates will only be invited to one site and will receive one interview and assessment therefore please ensure you apply for the correct location in which you would like to be based. Assessments will need to be passed before the candidates can progress to interview.Upcoming training courses will run on: 05-January-2026 26-January-2026 We have organised some support sessions for those interested in this role to enable better understanding of this role the application and process. To book your place please click the link below to select a date and time you wish to attend:https://forms.office.com/e/inTjFQ1dipAll employment checks will need to be successfully completed and approved 4 weeks before the course start date so your efficient cooperation with the recruitment team is greatly appreciated. By joining NWAS, you will not only have the opportunity to grow your career but also play a crucial role in supporting your community. You will be the first voice someone hears when they need us most.
Job description
Job responsibilities
This is a vital role where you will start your training as an ICC Call Handler in one of our contact centre areas 999, 111 or Patient Transport Services. In time you will be upskilled across all three areas, this is mandatory to the role (you will initially be allocated to one area which would primarily be 999, 111 and/or PTS). Each stage of upskilling taking around 9 months to complete, which also includes practical experience of working in that area. This offers a clear and structured career pathway, with ongoing development and training to support you in becoming fully skilled and confident ICC Call Handler.It is recommended that you read the Job Description and Frequently Asked Questions attached to this advert for further details before applying.Full training will be given to the successful candidates. It is a pre-requisite that candidates must successfully complete all stages of the training program, including all examinations. Initial training will be up to 10 weeks, full-time, with no annual leave permitted during this period. This service runs 24/7 365 days a year - A full range of shifts will need to be covered, including bank holidays, public holidays, weekends and include working nights / early hours. Due to the nature of the hours only applicants over the age of 18 can apply for this role. We currently offer full-time positions (37.5 hours per week) but may consider 30+ hours (Although commitment to fulltime training would be required). All training is 10 weeks fulltime. Shifts - Shift patterns / details associated to this job advert, and present in the attached FAQ are examples only. Please note rota patterns are subject to change in line with service delivery and/or business demand, staff will be given adequate notice of any changes.999 / HA Rota's PTS Rota's to be confirmed:As an ICC Call Handler you will work on a relief rota to meet the needs of the service. Full-time (37.5 hours per week) Part-time (30 hours per week) Shifts lengths can vary and could be 7 / 8 /10 or 12hrs Consecutive shifts will usually have similar start times (within a 3-hour window) to support staff wellbeing. You will usually work 2 / 3 out of 4 weekends. You will receive at least 6 weeks notice of your shifts. Rest days will, where possible, be scheduled together. This approach balances service demand and ensures fairness, flexibility, and service coverage while balancing staff wellbeing. .
Assessments will take place on either: 31-Oct-25 and or 3-Nov-25 at our Middebrook site and Interviews will be conducted on: W/E 08-Nov-2025 for those who pass the assessment.Candidates will only be invited to one site and will receive one interview and assessment therefore please ensure you apply for the correct location in which you would like to be based. Assessments will need to be passed before the candidates can progress to interview.Upcoming training courses will run on: 05-January-2026 26-January-2026 We have organised some support sessions for those interested in this role to enable better understanding of this role the application and process. To book your place please click the link below to select a date and time you wish to attend:https://forms.office.com/e/inTjFQ1dipAll employment checks will need to be successfully completed and approved 4 weeks before the course start date so your efficient cooperation with the recruitment team is greatly appreciated. By joining NWAS, you will not only have the opportunity to grow your career but also play a crucial role in supporting your community. You will be the first voice someone hears when they need us most.
Person Specification
Skills/Competencies
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 skills
- Ability to deal with queries from the public/patients in a tactful and appropriate manner, demonstrating empathy and compassion
Qualifications, Knowledge & Experience
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 & Behaviours
Essential
- Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
- Commitment to providing service that meets the changing needs of healthcare.
- Ability to work effectively in a team, providing support as appropriate, to achieve shared goals.
- Focus on constructive evaluation and challenge of own and team performance.
- Proactive in identifying opportunities for improvement and innovation.
- Ability to work as part of a team.
- Ability to use own initiative.
- Ability to demonstrate Resilience.
- Maintaining and understanding client confidentiality.
- Computer literate with a working knowledge of Microsoft Office applications.
- Excellent interpersonal skills.
- Able to cope under pressure and deal tactfully with difficult situations.
- Demonstrable evidence of empathy and social understanding.
- Evidence of self-development and assisting others to develop.
- Commitment to punctuality, flexible shift working, and understanding of 365 day/24 hour rostering.
Person Specification
Skills/Competencies
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 skills
- Ability to deal with queries from the public/patients in a tactful and appropriate manner, demonstrating empathy and compassion
Qualifications, Knowledge & Experience
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 & Behaviours
Essential
- Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
- Commitment to providing service that meets the changing needs of healthcare.
- Ability to work effectively in a team, providing support as appropriate, to achieve shared goals.
- Focus on constructive evaluation and challenge of own and team performance.
- Proactive in identifying opportunities for improvement and innovation.
- Ability to work as part of a team.
- Ability to use own initiative.
- Ability to demonstrate Resilience.
- Maintaining and understanding client confidentiality.
- Computer literate with a working knowledge of Microsoft Office applications.
- Excellent interpersonal skills.
- Able to cope under pressure and deal tactfully with difficult situations.
- Demonstrable evidence of empathy and social understanding.
- Evidence of self-development and assisting others to develop.
- Commitment to punctuality, flexible shift working, and understanding of 365 day/24 hour rostering.
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.
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