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NB: This vacancy closed to applications on 18/10/2020.

Bank PTS Call Handler- Sussex

Job Reference: 195-20-PTSCH-SX

South Central Ambulance Service
195 19 PTS Contact Centre Sussex
£18,005 to £19,337 pa

Are you someone who is great with customers either on the phone or face to face? Do you have great levels of compassion and care about the people you come into contact with? Are you looking for a career and not just another job? Perhaps one where you can make a real difference to our patients.

South Central Ambulance Service (SCAS) and our Non-Emergency Patient Transport Service (NEPTS) is a progressive, innovative and caring NHS Trust. We need employees who can demonstrate a calm, professional and mature attitude, with a calm and articulate telephone manner. Accuracy and good keyboard skills are important in this role as is working well within a team environment and an ability to listen and record details accurately.

The bank employees will ensure that they work with maximum efficiency maintaining the highest standards of Customer Service, policy compliance and quality assessment. Previous experience of working in a Contact Centre environment, either within the public or private sector is desirable, although not essential as full training will be given. There is more information available on the attached person specification. To be successful at shortlisting, you will need to CLEARLY state how you meet all of the essential criteria.

We can offer ……

  • Access to continual professional development

  • Access to apply for other educational qualifications

  • Occupational Health support

  • NHS discounts with your staff card

This is a Bank agreement position, so you will need to be prepared to work duties between 8 and 12 hours in length. You will be taking calls throughout this time, working on computer systems and using multiple screens. Our shifts include days shifts, evenings, weekends and bank holidays including Christmas.

Unsocial hours are before 06:00 and after 20:00 weekdays and all weekends. This attracts an unsocial element of pay which is claimed every 9 weeks according to the shifts worked.

The calls that you will be taking will be on a virtual platform covering calls from Surrey, Sussex, Hampshire, Thames Valley and Milton Keynes.

The location for this role is in the Sussex Area

If you believe that you have the qualities and experience that we are looking for, then we would love to hear from you.

Shortlisted candidates will be invited to attend an interview virtually via Microsoft Teams.

Successful candidates will be notified following interview and any offer is conditional on completing pre-employment checks; occupational health medical and employment referencing.

Please note that the closing date given is a guide. We reserve the right to close this vacancy when we have received sufficient applications, so we advise you to submit your application as early as possible to prevent disappointment. Only those candidates who clearly demonstrate how they meet the person specification will be short listed for this role.


Whilst we would like to assure you that SCAS endeavours to continue with the recruitment for this position as planned, please bear in mind there may be COVID19 related Government guidelines for us to adhere to that may cause changes out of our control. These changes may mean that we must alter our training delivery in which case we would inform you of any changes to the plan as soon as we can.

We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBT and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets) Here at SCAS we are proud to have a workforce that reflects the diverse community we serve.

Communications regarding your application will be sent via NHS Jobs to your inbox. Please look out for e-mails from us relating to your application.

We do require three years’ worth of references (with no gaps) please be sure to provide sufficient information in the referencing section of your application form. We will only contact your referees after we have offered you a job.

The benefits bits:

  • Starting holiday entitlement is 27 days per annum, pro rata, plus bank holidays;
  • USH is paid in line with section 2;
  • All employees are automatically enrolled into the NHS Pension scheme (or NEST);
  • We operate from a comprehensive set of policies;
  • We operate regular staff surveys and our staff are encouraged to develop transferable skills and experience;
  • We work in partnership with our trade unions;
  • Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview;
  • As an employer of choice, we value the wellbeing of our staff and have support networks in place to offer assistance as required;
  • South Central Ambulance Service has a Freedom to Speak Up Guardian and a Freedom to Speak Up Policy. We believe that effective speaking and listening up arrangements protect patients and improve the experience of patients and NHS workers.

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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