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

East of England Ambulance Service NHS Trust; Norwich; On-site; GBP 23,000 - 28,000; Full time

Job summary

A regional emergency services provider in England is looking for dedicated Call Handlers to support emergency responses across Norwich. This full-time role requires individuals who can maintain calm under pressure, provide exceptional customer service, and utilize clinical triage software. No prior clinical experience is necessary, but being a compassionate communicator is vital. Training and mentoring will be provided, and applicants from diverse backgrounds are encouraged to apply. The role entails working various shifts, including night and day.

Qualifications

• No clinical experience is required, but call-centre experience is advantageous.
• Ability to listen and respond accurately to distressed callers.
• Must pass pre-employment checks.

Responsibilities

• Answer 999 calls in the Emergency Operating Centre.
• Utilise clinical triage software to assess caller needs.
• Provide support and accurate advice to callers.

Skills

Customer service skills

Calm communication

Ability to process information quickly

Job description

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 focus 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.

All of the instructions and advice you will be giving to callers/patients is managed through a triage tool, it is intuitive and will present to you at the right time.

No clinical experience is required, and although some call‑centre experience would be an advantage, it is not essential.

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.

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.

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

This advert closes on Thursday 29 Jan 2026