999 Emergency Call Handler - Norwich

Transformation Unit; Norwich; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

East of England Ambulance Service Trust (EEAST) in Norwich is seeking a dedicated Emergency Call Handler (Band 3) to join the team on a full-time relief rota. The post offers 37.5 hours per week with a salary of £24,937–£26,598 per annum, paid yearly.

Training and mentoring are provided, with no clinical experience required. You will handle 999 calls, use dispatch software, remain calm under pressure, and provide empathetic support.

Qualifications

• Two GCSE Grade C (or above) of which one must be in English or Functional Skills Level 2 in English and Maths.
• Effective verbal and written communication skills
• Work on own initiative
• Prioritise and undertake numerous tasks simultaneously
• Remain calm under pressure
• Work as part of a high performance team

Responsibilities

• Answer 999 calls that come into the Emergency Operating Centre in a timely manner.
• Utilise the clinical triage software system and deliver appropriate category of response.
• Be polite, courteous and respectful at all times when talking to patients, callers and peers.

Skills

Verbal and written communication

Work on own initiative

Multitasking

Calm under pressure

Teamwork

Empathy

Education

Two GCSEs C or above (English & Maths)

Job description

Main area Emergency Operations Centre Grade Band 3 Contract Permanent: Relief rota Hours Full time - 37.5 hours per week (relief rota) Job ref 247-EOC-NorwichCall-101026

Employer East of England Ambulance Service Trust Employer type NHS Site Norwich EOC Town Norwich Salary £24,937 - £26,598 per annum Salary period Yearly Closing 24/10/2026 23:59

999 Emergency Call Handler - Norwich

Band 3

EEAST is a great place to work, great people, great career opportunities and a career that can take you anywhere. No two days are the same, if you are looking for a varied and supportive environment EEAST can offer you that and more!

Hear why our employees think it is such a great place to work:

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 to work 12 hour shifts from Monday to Sunday. This will be a mixture of day and night shifts

Our emergency call handlers are committed, enthusiastic individuals who care about people. They must have the ability to listen and respond, processing information quickly and accurately into the Computer Aided Dispatch system. Customer service skills are important and the ability to remain calm and supportive as some callers will be experiencing significant distress and trauma, including the loss of a loved one. Being able to remain focused on giving the right advice and support despite experiencing the emotions of others is a real skill and strong calm communication is required.

All the training and mentoring you will need to undertake this role will be provided – no clinical experience is required; however, we do ask that you read the pre employment guidance which will support you when you commence training.

Please be aware we are looking for Full Time staff only, the Training & Mentoring period is fully paid & hours are Full Time.

Main duties of the job

Answer 999 calls that come into the Emergency Operating Centre in a timely manner. Utilise the clinical triage software system you will have been trained in to deliver a category of response to our callers. Please note, there may be a change to this software, in the future and if so, full training will be provided. You are required to be polite, courteous and respectful at all times when talking to patients, callers and your peers, in line with the Trusts values and behaviours. Working for our organisation

EEAST provides emergency services across a diverse region. Our Call Centre teams are a dedicated and resilient group, as the first point of contact with patients in their time of need.

Working for our organisation

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.

Detailed job description and main responsibilities

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.

Person specification

Qualifications

• Two GCSE Grade C (or above) of which one must be in English or Functional Skills Level 2 in English and Maths. OR One GCSE Grade C (or above) and pass Functional Skills Assessment Level 2 in English as part of the recruitment process.
• Effective verbal and written communication skills
• Work on own initiative
• Prioritise and undertake numerous tasks simultaneously
• Remain calm under pressure
• Work as part of a high performance team

Personal Attributes

• High standards of personal professionalism
• Determination to meet targets
• Ability to judge priorities when dealing with emergency situations
• Willingness to learn
• Empathy and compassion

Candidates who require a Skilled Worker visa to work in the United Kingdom can determine the likelihood of obtaining a Certificate of Sponsorship for this position by assessing their circumstances against the criteria specified on the Check if you need a UK visa - GOV.UK website. We encourage all applicants to review these criteria carefully to understand their eligibility for sponsorship.

References and Employment History: All references from current and previous employers, will be sought via their Human Resources Department and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and email address of the Human Resources Department and indicate your current/previous line manager and their departmental details.

All appointments will be subject to currently having a clean disciplinary record.

Please be advised that a No Smoking Policy is in operation throughout the Trust.

Guaranteed Interview Scheme - Under the Trust's commitment 'Positive about Disabled People', if you consider yourself as having a disability and you meet the minimum selection criteria for any post, you will get an automatic interview. By minimum selection criteria we mean that you must provide us with evidence in your application form which demonstrates the essential requirements as set out in the person specification and advertisement for a post.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications, regardless of age, race, religion & belief, sex, gender reassignment, sexual orientation, marriage & civil partnership, pregnancy & maternity or disability.

If you have a disability and wish to send in an alternative format of the application form please contact the Recruitment Team on 01234 243200
PLEASE NOTE - If you use a hotmail, msn or yahoo e‑mail account, you will need to check your "junk" mail regularly as these e‑mail providers may divert any communications straight in to your "junk" inbox.
You may wish to add any addresses featuring 'trac.jobs' to a safe list.

The Trust reserves the right to close this vacancy before the advertised closing date if a large number of applications are received. If you would like to apply for this position then please keep this information in mind when preparing your submission.

Please note that if you have not had a response from us after one month of submitting your application, you have not been shortlisted for interview.

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.