NHS 111 Flexible Relief Rota Call Handler - Welwyn Garden City

HUC; Welwyn Garden City; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

A healthcare organization in Welwyn Garden City is seeking a Relief Rota Call Handler to provide urgent care support through the NHS 111 service. In this role, you will be trained to assist patients while working flexible shifts. You need to be a calm communicator and a team player, committed to a six-week training program. The position offers a salary of £26,685 during probation, rising to £27,734 annually.

Benefits

Paid training

NHS and Blue Light discounts

Free 24/7 counselling and wellbeing support

On-site parking

Qualifications

• Must be aged 18 or over due to legislative requirements.
• Must commit to full-time training for six weeks.
• Must reside within a 60-minute commute.

Responsibilities

• Answer calls from patients with care and professionalism.
• Guide people to the right service using NHS Pathways software.
• Support colleagues in a caring and collaborative environment.

Skills

Calm communication

Empathy

Team player

Customer service experience

Job description

Every day thousands of people across Hertfordshire and beyond dial NHS 111 for urgent help. As a Relief Rota Call Handler, you'll be the first voice they hear. You'll calm worried parents, support people in distress, and make sure they get the right care quickly. It's a role where you finish each shift knowing you've made a real difference.

About Us

At HUC we're here for people every day of the year, 24/7, through our NHS 111 service. We're a not-for-profit social enterprise, trusted by the NHS to support over 4.5 million people across our communities.

Our teams describe the role as "rewarding, challenging, and never boring." You'll work with people who care deeply about patients and each other. At the end of every shift, you'll know you've helped someone when they needed it most.

Main duties of the job

About the Flexible Relief Rota role

If you value variety, teamwork, and purpose, this role gives you the flexibility to make work fit your life. You'll work a mix of shifts that could include days, evenings, weekends, and bank holidays, supporting patients whenever they need us most.

We know flexibility works both ways. You'll always get at least five weeks' notice of your rota, and shifts vary in length and start times across early morning, daytime, and late evening. This gives you freedom to plan ahead and keep a healthy work-life balance.

You'll join a supportive, friendly team where every call makes a difference, whether you're offering reassurance, advice, or guiding someone to the right care.

Training that gets you ready

You don't need healthcare experience before you start. We'll give you six weeks of full-time, paid training.

Weeks 1-4: Monday to Friday, 9am-5pm, classroom-based with all the support you'll need.

Weeks 5-6: On the call floor with a mentor, putting learning into practice with real-time support.

By the end, you'll have a nationally recognised NHS Pathways qualification and the confidence to assist patients safely and effectively.

Please note, you'll need to complete the full six-week training before starting regular shifts.

Dates for our next NHS Pathways Course - Monday 5th January 2026

About us

What we offer

Paid training and nationally recognised qualification

Salary £26,685 during probation, rising to £27,734 once completed (37.5-hour week)

32-hour option: £22,768 rising to £23,762 after probation

NHS and Blue Light discounts

Free 24/7 counselling and wellbeing support

On-site parking

Opportunities to grow into coaching, leadership, or wider NHS roles

What you'll do

Answer calls from patients with care and professionalism

Use NHS Pathways software to guide people to the right service

Work alongside nurses, paramedics, and clinicians who support you every step of the way

Be part of a team that's caring, collaborative, and proud of what they do

What you'll bring

Calm, clear communicator who stays composed under pressure

Empathy and patience to support people in distress

Team player who helps colleagues and embraces learning

Commitment to complete six weeks of full-time training before starting shifts

The difference you'll make

This isn't just a call centre job. Patients often describe our call handlers as "lifelines." You'll build skills and confidence that stay with you for life, while being part of a team that is trusted and valued across our communities.

Please note: Applicants must be aged 18 or over due to legislative requirements

Job responsibilities

For a full job description and full person specification, along with more details about our organisation, please see attached documentation,

Person Specification

Address

• Lives within 60 minute commute
• Has Customer Service Experience
• Has the right to work in the UK
• Can commit to 6 weeks full time training (9am-5pm Monday- Friday)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£26,685 to £27,734 a yearper annum (pro-rata if part time)