ICC Call Handler - Parkway, Manchester

NHS; Manchester; In loco; GBP 26.000 - 27.000; Tempo pieno

Vantaggi offerti da questo lavoro

Pension scheme

33 days annual leave

Training and development opportunities

NHS discounts

Car Lease Scheme

Cycle to Work Scheme

NHS Mortgages

Childcare Vouchers

Descrizione del lavoro

North West Ambulance Service NHS Trust is seeking ICC Call Handler trainees to join a 24/7 contact centre. You will handle emergency and non-emergency calls, perform initial assessments, and provide reassurance and critical guidance under pressure. Full training is provided with a structured progression.

This role requires flexibility to work shifts including nights, weekends, and holidays. Training lasts 10 weeks full-time, with potential for 30+ hours as needed.

Competenze

• Experience handling a high volume of calls in a fast-paced environment.
• Strong verbal communication and listening skills.
• Ability to remain calm and provide accurate information under pressure.

Mansioni

• Manage a variety of calls from patients with care and compassion.
• Complete patient assessments over the phone.
• Provide clear, correct advice that could potentially save a life, staying calm under pressure.

Conoscenze

Call handling

Clear communication

Emotional resilience

Data entry

Descrizione del lavoro

Main area ICC Grade Band 3 Contract Permanent: We currently offer full-time positions (37.5 hours per week) but may consider 30+ hours (Although commitment to fulltime training would be required). All training is 10 weeks fulltime. Hours Full time - 37.5 hours per week (This service runs 24/7 365 days a year - A full range of shifts will need to be covered, including bank holidays, public holidays, weekends and include working nights / early hours.) Job ref 242-5342

Site Parkway Town Parkway Salary £25,760 - £27,476 per annum Salary period Yearly Closing 25/11/2026 23:59

North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.

At NWAS, we are committed to creating a diverse, inclusive and anti-racist workplace where everyone feels valued and has the opportunity to thrive. Our Anti-racist Statement sets out our commitment to becoming an anti-racist organisation and ensures these principles are embedded throughout our recruitment practices.

Our workforce is currently under-represented by people from black and minority ethnic backgrounds, and we encourage applications from people of all backgrounds. By building a workforce that better reflects the diverse communities we serve, we can provide the right care, at the right time, in the right place, every time.

The Trust reserves the right to close this vacancy early if a large number of applications are received.

Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion. When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.

• pension scheme
• up to 33 days Annual leave (exclusive of bank holidays)
• training and development opportunities
• access to NHS discounts
• Car Lease Scheme
• Cycle to Work Scheme
• NHS Mortgages
• Childcare Vouchers

Job overview

This is a vital role where you will initially start your training as an ICC Call Handler in one of our contact centre areas – 999, 111 or Patient Transport Services, overtime being placed on conversion courses & trained in all three areas.
As a Call Handler you will be the main point of contact for the person at the other end of the line.

• Manage a variety of calls from a wide range of different patients with care and compassion
• Complete patient assessments over the phone
• Where applicable, provide clear, correct advice that could potentially save a life whilst remaining calm under pressure
• Provide reassurance in what may be a very distressing situation

Handling a wide range of calls & thriving amid the challenges this presents requires an outstanding amount of resilience and emotional strength. You will be supporting unwell & upset patients at their time of need, which will make a difference to lives. It requires people who can be there for those that need it, sometimes in the face of adversity and trauma.

Main duties of the job

This is a highly pressurised environment where you may be in contact with people in extremely vulnerable or stressful situations; our callers can be upset, angry, anxious or hysterical.
For this we ask you would need to be confident in dealing with a range of people in varying situations, able to work in a fast-paced environment and must be adaptable to change quickly.
Your role is to gather as much information as possible, assess the call, and provide clear, correct advice or instructions that could potentially save a life, remaining calm and reassuring under pressure. Your support will make a difference to lives and requires people who can be there for those that need it, sometimes in the face of adversity and trauma.
You will need good data entry skills and a high standard of keyboard/typing ability. Experience in a call centre or customer service environment is advantageous. We are seeking individuals with a passion for excellent customer service, strong communication skills, and the resilience to thrive in a role that is both challenging and rewarding.

Working for our organisation

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.

Detailed job description and main responsibilities

Due to the nature of the hours only applicants over the age of 18 can apply for this role.

Visa sponsorship is not possible for this role for either candidates or existing employees.
Shifts:
This service runs 24/7 365 days a year- A full range of shifts will need to be covered, including bank holidays, public holidays, weekends and include working nights / early hours. Please read FAQ for details on shifts- Flexibility is required.

• You are to be contracted to hours not days. Shift lengths and rota patterns you work will vary subject to the operational needs of the business - you may be asked to work anything from 8,10,11, or 12 hour shifts including overnight shifts for example. Notice will be given of any changes.
• To consider staff wellbeing consecutive shifts will have similar start times. (Usually working to a 3hr window)
• Staff will tend to work 3 out of 4 weekends.
• Staff will have 4-6 weeks’ notice of their allocated shifts.
• Where possible Rest Days will be scheduled together.
• rota patterns are subject to change and working shift lengths can vary and are subject to change at any time and in such circumstances

Training:
Full training will be given to the successful candidates.

You will be placed on a training programme which will run Full Time 37.5 for the length of the course. It is a pre-requisite that candidates must successfully complete the each step of the training programme, including all examinations and Audits.
Continued employment is conditional upon the successful completion of the mandatory training programme, which includes all required assessments and a preceptorship period. You must achieve a satisfactory pass in all components of this programme.

Assessment Centre; W/C - 30/11/26 (These dates are subject to change)

Conversion Courses:
In time you will be placed on conversion classes covering all three areas, this is mandatory to the role (you will initially be allocated to one area which would primarily be 999, 111 and/or PTS). Each stage of the conversion training will include practical experience of working in that area. This offers a clear and structured career pathway, with ongoing development and training to support you in becoming fully skilled and competent ICC Call Handler

Failure to meet this requirement will be treated as a capability issue under the Employment Rights Act 1996 and NWAS Workforce Performance Management policy and