111 Call Handler

NHS; Swansea; Remote; GBP 27,000 - 28,000; Full time

Job summary

Welsh Ambulance Service University NHS Trust in Swansea is seeking an NHS 111 Wales Call Handler. The role is permanent, with full-time 37.5 hours or part-time shifts on a fixed rota, including evenings, weekends and bank holidays, with night shifts possible.

Welsh language ability is desirable but all applicants are welcome. Training is provided and paid for; you must be able to commit to this program and meet the minimum qualification requirements listed.

Qualifications

• Minimum of 5 GCSEs or equivalent.
• NVQ Level 3 or equivalent.
• Experience dealing with the public on the phone.
• Experience in a call centre environment.
• Health service experience is advantageous.

Responsibilities

• Answer calls from the public for NHS 111 Wales Service.
• Demonstrate calm, assertive communication in challenging situations.
• Listen actively, make quick, informed decisions, and enter data accurately.
• Work as part of a team and adapt to shift patterns including nights and weekends.

Skills

Interpersonal skills

Telephony skills

IT skills

Critical thinking

Policy interpretation

Welsh speaking ability

Education

GCSEs (min 5) or equivalent

NVQ Level 3 or equivalent

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.) Job ref 020-ACS081-1026

Employer Welsh Ambulance Service University NHS Trust Employer type NHS Site Matrix House Town Swansea Salary £26,813 - £27,890 per annum, pro rata Salary period Yearly Closing 30/10/2026 23:59

Job overview

NHS 111 Wales, Call Handler, Swansea

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

Location: NHS 111 Wales, Matrix House, Parc Matrix, Swansea, SA6 8RE

Salary £26,813 - £27,890 per annum pro rata plus shift enhancements for unsociable hours.

Contracted hours available – full time 37.5 and part time 30 / 24 / 22.5 / 20 / 18 / 15 all on a fixed rota.

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

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.

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.

Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.

Person specification

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

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.