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NB: This vacancy closed to applications on 28/10/2021.

Call Handler

Job Reference: 020-ACS069-1021

Welsh Ambulance Service NHS Trust
Call Handling
Vantage Point House, Cwmbran
£20,330 - £21,777 per annum

Applicants are advised to apply early as we reserve the right to close a vacancy prior to the closing date if a high number of applications have been received. If you are successful and short listed for interview you will be contacted by email using the address with which you registered. Therefore, please ensure you check your email account regularly

Applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

NHS 111 Wales, Call handlers

Permanent - full time - 37.5 hours per week - shift work .

Location: NHS 111 Wales, Vantage Point House, Cwmbran, Gwent NP44 7HF.
Salary £20,330 - £21,777 per annum pro rata plus shift enhancements for unsociable hours.

Can you remain calm and assertive in challenging situations? Are you looking for a rewarding role where no two calls are the same? Do you have the right attitude and skills to help us deliver our Mission of Right Care, Right Place, Right Time?

You will be answering calls from the public for the NHS 111 Wales Service (part of the Welsh Ambulance Service NHS Trust).

The ability to actively listen, make considered decisions and respond quickly and confidently is key to this role. The successful applicants will need to demonstrate they have worked as part of a team, ideally with a call centre background and will possess excellent communication skills. Excellent computer and keyboard skills are required as you will be entering patient information speedily and accurately onto a computer system.

Equally important is an ability to treat our patients with dignity, empathy and respect.

Shifts will predominantly be during the weekend, evening and bank holiday periods and will include day and night shifts. A flexible approach to work shifts is essential.

All shortlisted applicants will be required to undertake an initial telephone-based interview and if successful at that stage will then be invited to attend for a formal remote interview via Microsoft Teams.

For successful candidates, training will be provided and paid on a full-time basis (daytime hours for approx. 5 weeks) - you must be able to commit to this and complete the training.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.


For further details / informal visits contact:

For further information, please contact

Liam Masurier

Call Handler Co -ordinator

01633 626303

Sandra Pollard

Clinical Manager

01633 626301/03


The Trust actively seeks to recruit and appoint people currently under represented in the workforce. This includes women, people with disabilities, LGBT, and those from minority ethnic groups. All staff are encouraged and supported to learn Welsh. Please be sure to provide full contact details for all referees, including email addresses where possible. Failure to do so may result in significant delays in your application.

To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK. If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.

Please note that the inbox is not monitored. If you have any queries please contact the Recruitment Helpdesk on 02920 905353.

Disclosure and Barring Service (DBS) Check

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order (as amended) and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (DBS) to check for any previous criminal convictions.

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