111 Call Handler

Welsh Ambulance Service University NHS Trust; St Asaph; On-site; GBP 27,000 - 28,000; Full time

Job summary

The Welsh Ambulance Services University NHS Trust is hiring a NHS 111 Wales Call Handler at St Asaph. Permanent, full-time 37.5 hours or part-time shifts on a fixed rota. Salary £26,813–£27,890 per annum pro rata, with training provided and potential for weekend/evening/night shifts in a flexible rota.

You will answer calls from the public, demonstrate calm decision-making, and work as part of a team with strong communication and IT skills. Welsh language ability is desirable.

Qualifications

• Minimum 5 GCSEs or equivalent.
• NVQ Level 3 or equivalent.

Responsibilities

• Answer calls from the public for NHS 111 Wales.
• Work as part of a team in a call centre environment.
• Demonstrate excellent communication and customer service.
• Attend training and commit to learning during initial program.

Skills

Interpersonal skills

Confident communication

Flexible work approach

IT skills

Critical thinking

Policy interpretation

Welsh language

Education

GCSEs

NVQ Level 3

Job description

Main area Call Handling Grade Band 3 Contract Permanent: Contracted hours available - full time 37.5 and part time 30 / 24 / 22.5 / 20 / 18 / 15 all on a fixed rota. Hours

• Full time
• Part time

37.5 hours per week (Shifts will predominantly be during the weekends, evenings and bank holiday periods and will include night shifts and day shifts. A flexible approach is essential. Examples of full-time & part time rotas can be found in the attached documents.) Job ref 020-ACS088-1126

Site Ty Elwy Town St Aspah Salary £26,813 - £27,890 per annum, pro rata Salary period Yearly Closing 15/11/2026 23:59

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

Job overview

NHS 111 Wales, Call Handler, St Asaph

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

Location: NHS 111 Wales, Ty Elwy, Unit 7, Ffordd Richard Davies, St Asaph Business Park, St Asaph, Denbighshire, LL17 0LJ

Contracted hours available - full time 37.5 and part time 30 / 24 / 22.5 / 20 / 18 / 15 all on a fixed rota. Rota's attached.

Main duties of the job

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. For successful candidates, training will be provided and paid on a full-time basis (daytime hours for 5 weeks) and 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.

You must be aged 18 or over to start in this role.

Please note we are unable to offer sponsorship for this post.

Working for our organisation

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

Qualifications

• Minimum 5 GCSEs or equivalent
• NVQ Level 3 or equivalent

Experience

• Dealing with the public on the phone
• Working as part of a team
• Good telephony skills
• Experience of working in a call centre environment
• Health service experience

Skills

• Excellent interpersonal skills
• Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills
• Flexible approach to work
• Sound IT skills
• Able to use critical thinking skills
• Ability to follow and interpret policies and procedures
• Ability to speak Welsh

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.

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.