111 Health Advisor (Call Handler) - Gillingham

South East Coast Ambulance Service NHS Foundation Trust; Gillingham; On-site; GBP 24,000 - 27,000; Full time

Job summary

A regional ambulance service in Gillingham is hiring a 111 Call Handler. As the first point of contact, you'll provide compassionate support to callers in need and manage urgent situations. Successful candidates will demonstrate empathy, resilience, and excellent communication skills, and will require GCSE Maths and English. The role includes varied shifts, with opportunities for training and professional development.

Benefits

Generous NHS Pension Scheme

35 days annual leave (pro rata)

Qualifications

• High personal commitment to patient-focused service.
• Ability to work under high pressure and remain calm.
• Fast and accurate typing skills.

Responsibilities

• Provide patient-focused advice and support to callers.
• Manage high-pressure situations with professionalism.
• Work a varied shift pattern within a 24/7 service.

Skills

Communication skills

Empathy

Resilience

Teamwork

Problem-solving skills

Education

GCSE Maths and English at Grade C/4

Job description

Overview

A Vacancy at South East Coast Ambulance Service NHS Foundation Trust.

111 Call Handler (Health Advisor) – Gillingham

Join your local Ambulance Service! Your NHS needs YOU!

Role

You are the first person our patients speak to when they call 111. Calls may be urgent and require an ambulance, or callers may simply need advice and support. The 111 service receives a variety of calls, so no two days are the same.

Responsibilities

• Provide compassionate, patient-focused advice and support to callers using the NHS Pathways system.
• Offer lifesaving advice while an ambulance is on route or direct callers to the most appropriate services.
• Manage high-pressure, potentially emotional situations with empathy and professionalism.
• Work within a 24/7 service with varied shift patterns, including earlies, lates and weekends.

Skills and Qualities (What makes a great NHS 111 Call Handler)

• Caring and empathetic with excellent communication skills.
• Ability to work flexibly and enjoy making a difference to people’s lives.
• Resilience to work in a high-pressured environment and the ability to stay calm under pressure.

Training and Progression

We offer excellent training and career development opportunities for ambitious employees within the Call/Emergency Operations Centres and within the wider Trust, with potential progression to roles in Human Resources, Administration, frontline operational roles, or Paramedic/management pathways.

Progression Opportunities

There are opportunities to explore different roles within the Trust, leading to a career as a Paramedic or in Senior Management.

Salary and Hours

• Base Salary – Band 3 – £24,937 to £26,598 per annum (full time 37.5 hours per week).
• Hours available – 15, 16, 17, 20, 24, 25, 30 and 37.5 hours per week. Rota options are attached to the vacancy.
• 3 out of 4 weekends are required, even for part-time applicants.
• Unsocial hours enhancements per NHS Terms & Conditions Agenda for Change Section 2 (typical FTE £22,816 to £24,336 including enhancements).
• Generous NHS Pension Scheme and 35 days’ annual leave (pro rata).
• As a 24/7 service, a varied shift pattern including earlies, lates and weekends.

Applicant Requirements

• Demonstrate high levels of personal commitment to deliver patient-focused service.
• Drive and passion to make a difference, with personal resilience for a high-pressured environment.
• Ability to work well in a team and independently, fast/accurate typing skills, and a good standard of education.
• GCSE Maths and English (or equivalent) at Grade C or above (2018 Grade 4).
• Calm under pressure, good problem-solving skills, and excellent interpersonal skills with an empathetic nature.

Training Programme

• 9 weeks training (7.5 hours per day unless stated).
• Full-time commitment during training; no annual leave permitted.
• Details on social or unsocial options provided after successful application.
• Combination of classroom, observation and mentoring; aimed at full transition to independent call handling.

Training Schedules

• Weeks 1–3: Classroom Training, Mon–Fri, 08:00–16:00 or 16:00–00:00.
• Weeks 4–5: Mentoring with variable shift patterns.
• Weeks 6–9: Diamond Pod with variable shift patterns.

Further Information

• If shortlisted, you will be required to complete an online psychometric test.
• All successful applicants will undertake an Enhanced DBS check for adults and children.
• High application volume may mean not all applicants are interviewed.
• This advert closes on Wednesday 24 Sep 2025.