Agile Call Handling Support - Estuary Point, Liverpool | North West Ambulance Service NHS Trust

North West Ambulance Service; Liverpool; On-site; GBP 17,000 - 22,000; Full time

Job summary

North West Ambulance Service NHS Trust is seeking Agile Call Handling Support at Estuary Point in Liverpool. The role handles inbound non-emergency calls and emails, signs post to appropriate NHS services, and assists patients under pressure using Windows-based software.

You will work in a 24/7 Integrated Contact Centre environment, with shifts that include early mornings and weekends. Training weeks and assessment are part of the selection process.

Qualifications

• Excellent telephone manner
• Strong attention to detail
• Able to work in a fast-paced environment
• Computer literate with Windows-based packages

Responsibilities

• Manage inbound calls and emails in line with Trust policy
• Signpost and transfer patients to appropriate services
• Assess information and provide clear, correct advice under pressure

Skills

Clear communication

Telephone handling

Attention to detail

Computer literacy

Job description

Agile Call Handling Support - Estuary Point, Liverpool | North West Ambulance Service NHS Trust

Are you looking for a new career? One where you can really make a difference?

The ideal candidate will be responsible for managing inbound contacts ensuring they are managed appropriately in line with Trust policy and procedure, and ensuring the calls and emails are managed and directed appropriately. Inbound non-emergency calls will likely be received from various stakeholders, including patients and other NHS colleagues. The post holder will also use various elements of software in order to signpost and transfer patients to appropriate providers/services. The ideal candidate for this role will assess the information provided, provide clear, correct and appropriate advice whilst remaining calm under pressure.

NWAS call handlers provide a vital contribution to the provision of first class patient care, 24 hours a day, 7 days a week, 365 days a year.

You will receive, understand, and assess contact/enquiries to establish the required service / solution, whilst simultaneously operating telephony and computer systems to manage calls and contacts, therefore computer / data input skills are essential in the role.

Through the Integrated Contact Centre we receive around 1000 calls per day. The role requires working under pressure and can be challenging however knowing you have made a difference makes this an exciting and extremely rewarding role, where no two shifts are the same.

We are looking for candidates who are:

• Good communicators with an excellent telephone manner
• Organised with a strong attention to detail
• Good administration skills and enjoy working in a fast-paced environment
• Computer literate - including inputting and accessing Windows based packages together with a high standard of keyboard skills
• Highly motivated and passionate about delivering quality patient care

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.

We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Assessment Centre and Interviews -WC 23/11/26(dates are subject to change)

No leave permitted within the above training weeks - Courses run Full Time 37.5hrs pw

The hours for the role are as follows:

• Monday to Sunday availability 0600-0030

For further details please look at the Job Description and Person Specification attached to this advert.

Come and join our team, be valued for the work you do and make a real difference in people’s lives.

Please be aware that this role does not currently meet the criteria for Skilled Worker (or 'Health & Care Worker' as a sub-category) sponsorship. Candidates requiring sponsorship may wish to review their eligibility criteria at www.gov.uk before applying.

This advert closes on Sunday 22 Nov 2026