Life-Saving Call Handler – NHS 111/999, 24/7 Training

North West Ambulance Service NHS Trust; Liverpool; On-site; GBP 21,000 - 28,000; Full time

Job summary

North West Ambulance Service NHS Trust is recruiting for an ICC Call Handler based at Estuary Point in Liverpool. The role starts with full training in a high‑pressure contact centre environment (999/111/Patient Transport) and involves handling calls with care, gathering information, and giving clear, life‑saving guidance.

Applicants should have GCSEs or equivalent (English essential) or call handling/customer service experience, plus strong data entry and communication skills.

Qualifications

• GCSEs or equivalent; English must be one of them.
• Experience in call handling or customer service is a plus.
• Strong data entry and keyboard skills are essential.

Responsibilities

• Handle a variety of calls with care and compassion.
• Assess and gather information to provide clear, correct guidance.
• Offer reassurance in distressing situations while remaining calm.
• Operate in a fast-paced, 24/7 shift environment with accuracy.

Skills

Data entry

Keyboard skills

Communication skills

Empathy

Education

GCSEs or equivalent

Job description

North West Ambulance Service NHS Trust is recruiting for an ICC Call Handler based at Estuary Point in Liverpool. The role starts with full training in a high‑pressure contact centre environment (999/111/Patient Transport) and involves handling calls with care, gathering information, and giving clear, life‑saving guidance.

Applicants should have GCSEs or equivalent (English essential) or call handling/customer service experience, plus strong data entry and communication skills.