999 Emergency Call Handler - Essex | East of England Ambulance Service Trust

East of England Ambulance Service NHS Trust; Chelmsford; On-site; GBP 20,000 - 25,000; Full time

Job summary

A regional ambulance service in Chelmsford is seeking Call Handlers to answer emergency calls and provide essential triage and pre-arrival advice. Effective candidates will have a good education background, strong computer skills, and be ready for a dynamic work environment. All necessary training will be provided. Flexible working arrangements are welcome.

Benefits

Flexible working requests

Qualifications

• No clinical experience is required.
• Some call-centre experience would be an advantage.
• Candidates will need to pass two online assessments.

Responsibilities

• Answer operational calls that come into the EOC.
• Utilise clinical triage software to prioritize calls.
• Enter information into the Computer Aided Dispatch system accurately.

Skills

Good standard of education

Good computer literacy

Education

4 GCSEs at Grade C or above (including English Language)

Job description

Overview

Can you keep a cool head at times of crisis? Do you care about others? Do you want a career helping those in need? If the answer is yes, then this could be the job for you!

We are looking for Call Handlers at our Emergency Operations Centre in Chelmsford.

Responsibilities

• Answer operational calls that come into the EOC.
• Utilise the chosen clinical triage software system in order to prioritise calls as soon as possible.
• Enter information into the Computer Aided Dispatch (CAD) system accurately and promptly.
• Provide pre-arrival advice to callers where appropriate.

What we offer and role details

Our emergency call handlers are hardworking, enthusiastic and must process information quickly and accurately to support patients ensuring that data is accurately input into the Computer Aided Dispatch system, whilst ensuring high levels of customer service. The information and advice you will be giving to patients is managed through a triage tool and will give you the essential information at the time. All the training and mentoring you will need to undertake this role will be provided – no clinical experience is required.

We need individuals who have a good standard of education to include 4 GCSEs at Grade C or above (including English Language), or equivalent qualifications or experience, and good computer literacy. No clinical experience is required, and although some call-centre experience would be an advantage, it is not essential. Candidates will need to pass two online assessments and we will need to carry out enhanced background checks.

Diversity, inclusion and work-life balance

You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east. At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire. We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

Pre-employment and application process

For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.

Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer. If full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.

How to apply

1. Read the advert and the Job Description and Person Specification (attached).
2. Complete the Supporting Statement - indicate how you meet each of the criteria contained within the Person Specification.
3. Complete the online application and upload your statement. Please note, CVs are not accepted.

This advert closes on Monday 29 Sep 2025