Call Handler (999)

NHS; Llwyn Elwy; Remote; GBP 27,000 - 28,000; Full time

Job summary

The Welsh Ambulance Service University NHS Trust is seeking a 999 Call Handler to join the Clinical Contact Centre. You will input call details quickly and accurately, liaise with the public and health professionals, and provide compassionate customer care in a fast-paced environment.

The role requires flexible, shift-based work including days, nights, weekends and bank holidays; Welsh language skills are desirable and Welsh Language level 1 is preferred.

Qualifications

• Minimum 5 GCSEs at Grade C or above, including Maths and English.
• NVQ Level 2 in a professionally related subject.
• AMPDS course to commence on appointment.
• Ability to work within clearly defined limits and use initiative.

Responsibilities

• Liaise with the public and Health Care Professionals; emphasise communication and customer care.
• Input details quickly and accurately onto computer systems.
• Work in a pressured environment; handle variable shift patterns including weekends and bank holidays.

Skills

Excellent interpersonal skills

Clear communication with public

Team collaboration

Call centre experience

Work well under pressure

Analytical thinking

Punctual

Welsh language desirable

Education

GCSEs including Maths & English

NVQ Level 2 in related subject

Job description

Main area Emergency Services Grade Band 3 Contract Permanent Hours Full time - 37.5 hours per week (days, nights, evenings, weekends, bank holidays) Job ref 020-ACS082-1026

Employer Welsh Ambulance Service University NHS Trust Employer type NHS Site Ty Elwy Town St Asaph Salary £26,813 - £27,890 per annum Salary period Yearly Closing 01/11/2026 23:59

All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English

Job overview

The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a 999 Call Handler.

The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential.

The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.

Main duties of the job

As part of the role you will liaise with members of the public as well as Health Care Professionals and good communication and customer care are essential skills required by the post.

You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply. Welsh Language level 1 skills are desirable for this role.

Working for our organisation

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

Detailed job description and main responsibilities

Person specification

Qualifications and Knowledge

• Minimum 5 GCSE’s at Grade C or above, including Maths and English (or equivalent)
• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative
• To undertake AMPDS course upon commencement of the post
• NVQ Level 2 in a professionally related subject

Experience

• Dealing with the public on the phone
• Working as part of a team
• Experience of working in a call entre environment
• Experience of working within a multi-disciplinary, multi-agency team

Skills and Attributes

• Excellent interpersonal skills
• Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills.
• Able to work independently or as part of a team
• Self-Motivated
• Flexible approach to work
• Ability to follow and interpret policies and procedures
• Ability to work under pressure and remain calm
• Analytical approach to work
• Ability to use critical thinking skills
• Punctual
• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
• Evidence of self-development
• Evidence of assisting others to develop

Other

• Able to commute to work in unsociable hours, for regular shift work, including weekends and public holidays.

The Trust actively seeks to recruit and appoint people currently under represented in the workforce. This includes women, people with disabilities, LGBT, and those from minority ethnic groups. All staff are encouraged and supported to learn Welsh. Please be sure to provide full contact details for all referees, including email addresses where possible. Failure to do so may result in significant delays in your application.

To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK . If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.

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.