999 Call Handler (Emergency Medical Dispatcher) - Bristol

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

Job summary

Join a leading ambulance service as a Call Handler in Bristol, where you will be the first point of contact for emergency calls. Your role will involve recording vital patient information and providing support during medical emergencies. Enjoy competitive NHS benefits, a supportive team, and opportunities for career development.

Benefits

Competitive NHS salary

27 days holiday entitlement

Generous pension scheme

Pay enhancements for out-of-hours work

Car leasing scheme

Free parking across Trust sites

Wide range of discounts across the UK

Qualifications

• Experience dealing with the public in a customer service environment.
• Experience of inputting data accurately and quickly using a keyboard.

Responsibilities

• Handle emergency calls and record patient information.
• Provide advice and reassurance to callers.
• Work in a 24/7 shift pattern.

Skills

Customer Service

Data Entry

Computer Literacy

Education

RSA Stage 1 Keyboard Skills

First Aid at Work Course

Job description

Job summary

Ambulance Service: Is the patient breathing?

Do you want to make a difference to our patients as part of a supportive and motivated team?

Would you like NHS Benefits, including generous annual leave entitlement and NHS Pension?

Would you like to develop your career within the Emergency Operations Centre (EOC)?

If you answered yes to these questions, then start your career with the South Western Ambulance Service EOC, where the patient journey begins.

When you ring 999, your call goes through to one of our two Control Rooms based in Exeter and Bristol. Our trained Call Handlers are the first point of contact for the ambulance service for people experiencing a medical emergency. Not every call you deal with will be a matter of life or death, but the way you listen, interpret, and deal with the calls will make a vital difference to the patients we serve every day. When you receive a call, you are responsible for recording accurate information, sometimes under difficult circumstances, and offering advice or reassurance to the caller/patient. You will enter details onto a computer system about the patient and their condition, which establishes the seriousness of the illness or injury, ensuring that the patient receives the right care at the right time.

Main duties of the job

Please refer to the attached 'Full EMD advert' document for full details of this vacancy.

Part-time hours will be considered through a flexible working application, which will be reviewed on a case-by-case basis. For further information, please visit Balancing Patient Care and Employee Well-being.

Please note that this role is 24/7, 365 days a year (including bank holidays, weekends, days, nights, etc.), and we work shifts to achieve this.

Shortlisted candidates will be invited to attend an assessment centre.

For further insight into this role, please view the following video: https://vimeo.com/742269034/8e60f54da6

Please note, we are recruiting to a holding pool for our next course intakes.

About us

Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England and responding to an average of 2,650 incidents every day.

We are committed to ensuring the best possible care for all our patients, reflected in our new five-year strategy focused on continually improving patient care.

The role is based in Bristol, a lively yet laid-back city with top-class shopping, street food, dynamic events, friendly festivals, and excellent transport links.

If you embody our values of one team, compassion, and innovation, and are looking to make a real difference, we would love to hear from you.

We will provide you with the skills and resources to thrive in your role, with opportunities for career progression and continuous professional development.

Benefits

• Competitive NHS salary
• A standard 37.5-hour workweek
• Holiday entitlement of 27 days per year, plus public holidays, rising to 29 days after 5 years and 33 days after 10 years
• Pay enhancements for out-of-hours, shift, and overtime work
• Generous pension scheme
• Opportunities for career and salary progression
• Car leasing scheme
• Free parking across Trust sites
• Staff networks
• Wide range of discounts across the UK

Job details

Date posted: 16 May 2025

Pay scheme: Agenda for change

Band: Band 3

Salary: £24,625 to £25,674 per year

Contract: Permanent

Working pattern: Full-time

Reference number: 202-7200394

Job location: Bristol EOC, Bristol, BS32 4QJ

Job description

For further information about this role, please see the attached job description and person specification.

Person Specification

Qualifications - Essential:

• Experience of inputting data accurately and quickly using a keyboard
• Basic computer literacy

Qualifications - Desirable:

• RSA Stage 1 keyboard skills
• First Aid at Work Course

Previous Experience - Essential:

• Experience dealing with members of the public in a customer service environment

Other requirements

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

Applications from those requiring Skilled Worker sponsorship are welcome. For details, visit the UK Visas and Immigration website.

Applicants must present a criminal record certificate from each country of residence for 12 months or more over the past 10 years, including adult dependants over 18. More info: Criminal records checks for overseas applicants.

Employer details

Name: South Western Ambulance Service NHS Foundation Trust

Address: Bristol EOC, Bristol, BS32 4QJ

Website: https://www.swast.nhs.uk