111 Health Advisor (Call Handler) - Crawley

NHS; Crawley; On-site; GBP 24,000 - 26,000; Full time

Job summary

An established industry player is seeking passionate individuals to join their team as 111 Call Handlers. In this vital role, you will be the first point of contact for patients calling for urgent assistance or advice. You will receive comprehensive training to equip you for the challenges of this demanding yet rewarding position. The role requires excellent communication skills and the ability to remain calm under pressure while providing empathetic support. With flexible shifts and opportunities for career advancement, this position offers a fulfilling pathway in the healthcare sector for those dedicated to making a difference in people's lives.

Benefits

Competitive salary

35 days' annual leave

Free parking

Access to Blue Light discounts

Training and development

Salary Sacrifice schemes

Free Enhanced DBS check

Qualifications

• Candidates must have GCSE Maths and English at Grade C or above.
• Experience in a computer-based role with strong IT skills is essential.

Responsibilities

• Assist callers in various situations, providing lifesaving advice.
• Demonstrate commitment to delivering a patient-focused service.

Skills

Caring and empathetic

Excellent communication skills

Flexible and adaptable

Problem-solving

Fast/accurate typing skills

Education

GCSE Maths and English

Functional Skills in Maths, English, and ICT

Tools

NHS Pathways system

Computer-based role

Job description

111 Health Advisor (Call Handler) - Crawley

111 Call Handler (Health Advisor) - Crawley

Join your local Ambulance Service! Your NHS needs YOU!

Our NHS 111 Call Handlers (Health Advisors) are people just like you: individuals from various backgrounds and age groups, united by a common goal.

You are the first person our patients speak to when they call 111, whether it’s urgent and they may require an ambulance, or they simply need advice and support.

The 111 service receives a wide variety of calls, meaning no two days are the same.

We offer excellent training and career development opportunities for ambitious employees within the call centres and the wider Trust, including roles in Human Resources, Administration, and operational front-line roles, leading to a career as a Paramedic or in Senior Management.

What makes a great NHS 111 Call Handler (Health Advisor)?

• Caring and empathetic
• Excellent communication skills and a love for talking to people
• Flexible and adaptable
• Passionate about making a difference in people's lives

Main duties of the job

The role of a SECAmb Call Handler

As a call handler, you will assist callers in various situations, from minor illnesses to life-threatening emergencies, using the NHS Pathways system. Your assistance may include providing lifesaving advice while an ambulance is en route or directing callers to more suitable services.

This role can be demanding and challenging but ultimately rewarding. Applicants should possess a range of skills to handle stressful and emotional situations while demonstrating compassion and empathy.

As we operate 24/7, this role requires a varied shift pattern, including earlies, lates, and weekends. We will work with you to create a rota that balances your work and life commitments.

Please note that working 3 out of 4 weekends is a requirement, even for part-time positions.

About us

Why Work At South East Coast Ambulance Service NHS Foundation Trust (SECAMB)?

What we can offer you:

• Competitive salary of £24,071 - £25,674 with potential earnings up to £30,000 per annum
• Enhancements for unsocial hours worked in line with Section 2 Agenda for Change
• 35 days' annual leave inclusive of Bank Holidays (pro rata)
• Free parking
• Access to Blue Light discounts
• Staff networks
• Training and development
• Salary Sacrifice schemes for cars or push bikes
• Free Enhanced DBS check

Training Provided

We provide full training in a supportive environment in our NHS 111 Call Centre.

• Training will be full-time (even for part-time applicants)
• Must-attend policy with no annual leave permitted during this period
• Includes classroom training, observation, and mentoring
• Designed to support full transition to independent call handling

Weeks 4 & 5 - Mentoring with variable shift patterns while shadowing coaches

Weeks 6 - 9 - Diamond Pod with variable shift patterns

Job responsibilities

Successful applicants will demonstrate a strong commitment to delivering a patient-focused service. We seek individuals with the drive and passion to make a difference in people's lives and the resilience to work in high-pressure environments.

Applicants must work well within a team and independently, possess fast/accurate typing skills, and have a good standard of education. Successful candidates must have GCSE Maths and English (or equivalent qualifications) at Grade C or above (2018 Grade 4).

This role is suited for individuals who remain calm under pressure, are good at problem-solving, and possess excellent interpersonal skills with an empathetic nature.

Applicant Requirements

Successful applicants will need to demonstrate high levels of personal commitment and resilience in high-pressure situations.

All candidates must complete an online Psychometric test as part of the recruitment process and will be required to undergo an Enhanced DBS check for children and adults.

Qualifications/Training

• Educated to GCSE or Functional Skills in Maths, English, and ICT skills OR evidence of using Maths and English to GCSE level or higher in previous employment
• NHSP Pathways trained or other medical triage system background

Experience

• Previous experience working and communicating with the public
• Ability to communicate with diverse individuals and build rapport
• Experience in a computer-based role with strong IT skills
• Experience working within a team or with stakeholders across various settings

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a submission for Disclosure to the Disclosure and Barring Service will be necessary to check for any previous criminal convictions.

£24,071 to £25,674 a year + unsocial enhancements for evenings, weekends, and bank holidays.