ICC Call Handler - Middlebrook, Bolton

The Methodist Church in Britain; Low Bolton; On-site; GBP 21,000 - 27,000; Full time

Job summary

North West Ambulance Service NHS Trust is seeking a dedicated Call Handler for a 24/7 rota across 999, 111 and Patient Transport Services. You will take calls, assess patients remotely, and provide clear, urgent advice to callers in distress.

A mandatory training course must be passed to remain in post. Role requires GCSE English or equivalent, strong communication, and the ability to remain calm under pressure.

Qualifications

• GCSE standard or equivalent, including English, or previous call handling or customer service experience.

Responsibilities

• Take calls from a wide range of patients and callers with care and compassion.
• Gather information and assess each call.
• Complete patient assessments over the phone.
• Give clear, correct advice or instructions that could save a life.
• Stay calm and reassure callers in distressing situations.
• Enter call and patient data accurately at a keyboard.
• Complete the training programme across 999, 111 and PTS, including examinations, audits and assessments.
• Complete conversion courses in all three areas, with practical experience in each.
• Work rotas covering nights, weekends, and bank and public holidays.

Skills

Keyboard data entry

Computer systems

Verbal communication

Written communication

Policy and procedure

Analytical skills

Decision-making

Empathy

Education

GCSE English

Job description

This ICC Call Handler post with North West Ambulance Service NHS Trust starts in one of its 999, 111 or Patient Transport Services contact centre areas, then cross-trains in all three. The work is taking calls, assessing patients by phone and giving clear advice or reassurance, often in distressing situations. It is full-time on a 24/7 rota that includes nights, weekends and bank holidays, and a mandatory training course must be passed to keep the job. Visa sponsorship is not available.

What the job involves

• Take calls from a wide range of patients and callers with care and compassion
• Gather information and assess each call
• Complete patient assessments over the phone
• Give clear, correct advice or instructions that could save a life
• Stay calm and reassure callers in distressing situations
• Enter call and patient data accurately at a keyboard
• Complete the training programme across 999, 111 and PTS, including examinations, audits and assessments
• Complete conversion courses in all three areas, with practical experience in each
• Work rotas covering nights, weekends, and bank and public holidays

Qualifications

• GCSE standard or equivalent, including English, or previous call handling or customer service experience

Skills & knowledge

• Keyboard and data entry skills
• Competent use of computer-based information systems
• Strong verbal and written communication
• Following and interpreting policy and procedure
• Effective listening, analytical and decision‑making skills
• Tactful, empathetic handling of public and patient queries

Checks & eligibility

• Aged 18 or over
• Right to work in the UK for the full training period, without sponsorship

Other

• Excellent interpersonal skills, teamwork and use of own initiative
• Maintaining client confidentiality
• Proactive in identifying improvement and innovation
• Evidence of self‑development and helping others to develop
• Commitment to punctuality, flexible shifts and 24/7 rostering
• Commitment to the full training programme, with no leave in training weeks

Nice to have

• Experience in a call centre or customer service environment

What’s offered

• Full training provided
• Structured career pathway with ongoing development and training