ICC Call Handler - Estuary Point, Liverpool | North West Ambulance Service NHS Trust

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

ICC Call Handler - Estuary Point, Liverpool | North West Ambulance Service NHS Trust

This is a vital role where you will initially start your training as an ICC Call Handler in one of our contact centre areas – 999, 111 or Patient Transport Services, overtime being placed on conversion courses & trained in all three areas.

As a Call Handler you will be the main point of contact for the person at the other end of the line.

• Manage a variety of calls from a wide range of different patients with care and compassion
• Complete patient assessments over the phone
• Where applicable, provide clear, correct advice that could potentially save a life whilst remaining calm under pressure
• Provide reassurance in what may be a very distressing situation

Handling a wide range of calls & thriving amid the challenges this presents requires an outstanding amount of resilience and emotional strength. You will be supporting unwell & upset patients at their time of need, which will make a difference to lives. It requires people who can be there for those that need it, sometimes in the face of adversity and trauma.

Course Dates; 22nd February 2027

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.

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.

You 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, strong communication skills, and the resilience to thrive in a role that is both challenging and rewarding.

We have organised some support sessions for those interested in this role to enable better understanding of this role, the application and recruitment process.

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.

Due to the nature of the hours only applicants over the age of 18 can apply for this role.

Visa sponsorship is not possible for this role for either candidates or existing employees.

Shifts:

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. Please read FAQ for details on shifts- Flexibility is required.

• You are to be contracted to hours not days. Shift lengths and rota patterns you work will vary subject to the operational needs of the business - you may be asked to work anything from 8,10,11, or 12 hour shifts including overnight shifts for example. Notice will be given of any changes.
• To consider staff wellbeing consecutive shifts will have similar start times. (Usually working to a 3hr window)
• Staff will tend to work 3 out of 4 weekends.
• Staff will have 4-6 weeks’ notice of their allocated shifts.
• Where possible Rest Days will be scheduled together.
• rota patterns are subject to change and working shift lengths can vary and are subject to change at any time and in such circumstances

Training:

Full training will be given to the successful candidates.

You will be placed on a training programme which will run Full Time 37.5 for the length of the course. It is a pre-requisite that candidates must successfully complete the each step of the training programme, including all examinations and Audits.

Continued employment is conditional upon the successful completion of the mandatory training programme, which includes all required assessments and a preceptorship period. You must achieve a satisfactory pass in all components of this programme.

Assessment Centre; W/C - 16.11.2026 (These dates are subject to change)

Conversion Courses:

In time you will be placed on conversion classes covering all three areas, this is mandatory to the role (you initially allocated to one area which would primarily be 999, 111 and/or PTS). Each stage of the conversion training will include practical experience of working in that area .. 

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Sponsorship:

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 holders should have no expectation of long-term employment through sponsorship. Additionally, your visa conditions and validity period must allow you to work in the role question and for a suitable period to allow training and execution without requiring sponsorship.

This advert closes on Wednesday 11 Nov 2026