Emergency Call Handler – Life-Saving Support

North West Ambulance Service Nhs Trust; Horwich; On-site; GBP 22,000 - 26,000; Full time

Job summary

North West Ambulance Service NHS Trust is seeking an ICC Call Handler-in-training in our contact centre. You will start in one of our areas covering 999, 111 or Patient Transport Services and progress through conversion courses to all three streams.

You will be the main point of contact for callers, providing calm, clear, and effective advice in emergencies while maintaining composure under pressure. Full training will be provided and the role involves 37.5 hours per week across a 24/7 operation.

Qualifications

• Experience in handling a variety of calls with care and compassion.
• Ability to complete patient assessments over the phone.
• Calmly provide clear, correct advice in distressing situations.

Responsibilities

• Manage a variety of calls from patients with care and compassion.
• Complete patient assessments over the phone.
• Provide clear, correct advice to potentially save lives while staying calm under pressure.
• Provide reassurance in distressing situations.

Skills

Excellent customer service

Strong communication skills

Resilience

Data entry skills

Call centre experience

Job description

North West Ambulance Service NHS Trust is seeking an ICC Call Handler-in-training in our contact centre. You will start in one of our areas covering 999, 111 or Patient Transport Services and progress through conversion courses to all three streams.

You will be the main point of contact for callers, providing calm, clear, and effective advice in emergencies while maintaining composure under pressure. Full training will be provided and the role involves 37.5 hours per week across a 24/7 operation.