Emergency Call Handler — Life-Saving Care, Liverpool

North West Ambulance Service; Liverpool; On-site; AUD 40,000 - 49,000; Full time

Job summary

North West Ambulance Service NHS Trust is seeking an ICC Call Handler to join the Liverpool contact centre. You will start with comprehensive training across 999, 111 and Patient Transport Services, then progress through conversion courses to cover all three areas.

The role requires handling distressed callers with care, performing remote assessments and delivering accurate, life-saving guidance when needed.

Qualifications

• Experience in handling urgent and sensitive calls
• Ability to gather information accurately from distressed callers
• Excellent listening and interpersonal skills
• Strong keyboard data-entry speed and accuracy

Responsibilities

• Be the main point of contact for callers across 999, 111 or Patient Transport Services
• Assess calls and provide clear, correct life-saving instructions if required
• Offer reassurance and calm support in high-pressure situations
• Complete patient assessments over the phone and gather essential details

Skills

Communication skills

Typing speed

Call centre experience

Customer service mindset

Job description

North West Ambulance Service NHS Trust is seeking an ICC Call Handler to join the Liverpool contact centre. You will start with comprehensive training across 999, 111 and Patient Transport Services, then progress through conversion courses to cover all three areas.

The role requires handling distressed callers with care, performing remote assessments and delivering accurate, life-saving guidance when needed.