Life-Saving ICC Call Handler — 24/7 Training & Pathway

North West Ambulance Service Nhs Trust; Manchester; On-site; GBP 26,000 - 27,000; Full time

Job summary

North West Ambulance Service NHS Trust is seeking ICC Call Handlers to join our contact centre teams across 999, 111 and Patient Transport Services. You will start training and become the main point of contact for callers, gathering information, assessing needs and providing life-saving instructions where appropriate.

Successful candidates will handle high-pressure calls with empathy, maintain calm under stress, and deliver clear, accurate advice.

Qualifications

• Keyboard/data entry skills required.
• Demonstrable verbal & written communication skills.
• Ability to follow and interpret policy and procedures.
• Demonstrable listening, analytical and decision-making skills.
• Empathy and compassion when dealing with public/patients.

Responsibilities

• Be the main point of contact for callers on 999, 111 or Patient Transport Services.
• Gather information, assess calls and provide clear, correct instructions.
• Handle calls under pressure with calmness and reassurance.
• Support unwell and upset patients and provide a compassionate service.

Skills

Data entry

Verbal & written communication

Empathy & compassion

Active listening

Education

GCSE standard or equivalent (English)

Job description

North West Ambulance Service NHS Trust is seeking ICC Call Handlers to join our contact centre teams across 999, 111 and Patient Transport Services. You will start training and become the main point of contact for callers, gathering information, assessing needs and providing life-saving instructions where appropriate.

Successful candidates will handle high-pressure calls with empathy, maintain calm under stress, and deliver clear, accurate advice.