Non Emergency Patient Transport Call Handler Full Time

South Central Ambulance Service NHS Foundation Trust; Otterbourne; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

NHS Pension Scheme

Training & development

Flexible working

Job summary

South Central Ambulance Service NHS Foundation Trust (SCAS) is seeking compassionate Call Handlers to join the Patient Transport Services Contact Centre in Otterbourne, Winchester. You will be the first point of contact for patients, GPs and healthcare professionals, processing transport requests and providing real-time ETA information.

Training is provided in a supportive team environment. Ideal candidates will have excellent communication skills, the ability to stay calm under pressure and a

Qualifications

• Excellent communication skills and customer service orientation.
• Ability to remain calm and professional when handling calls.
• Willingness to learn and follow NHS policies and procedures.

Responsibilities

• Handle patient transport requests via telephone and update bookings.
• Provide accurate ETA information and manage changes to requests.
• Ensure eligibility criteria are applied fairly and consistently.
• Support planning and dispatch teams to ensure smooth operations.
• Maintain confidentiality and comply with audit requirements.
• Deliver high standards of patient-focused service.

Skills

Communication skills

Calm under pressure

Customer service

Job description

South Central Ambulance Service NHS Foundation Trust (SCAS) is looking for compassionate, customer‑focused individuals to join our Patient Transport Services (NEPTS) Contact Centre in Otterbourne, Winchester as a Call Handler. This is an exciting opportunity to play a key role in supporting patients and healthcare professionals across Hampshire and Milton Keynes. The Call Handler role also offers an entry‑level pathway into the Ambulance Service, providing valuable experience and a foundation for those wishing to develop a career within the NHS.

About The Role

As a PTS Call Handler, you will be the first point of contact for patients, GPs and other healthcare professionals, taking and processing transport requests in accordance with ICB approved eligibility. You will provide accurate information, update booking details, and ensure that all calls are handled professionally and efficiently. You will provide real time estimated time of arrivals and process any cancellations or changes to requests. You will work in partnership with Planning and Dispatch roles within the department.

This role is ideal for someone with excellent communication skills, the ability to remain calm under pressure, and a passion for delivering outstanding customer service. Training will be provided, and you will work as part of a supportive team committed to SCAS values: Teamwork, Innovation, Professionalism and Caring.

Key Responsibilities

• Receive and process patient transport requests via telephone
• Provide accurate information on resource arrival times
• Amend and update patient booking details
• Ensure eligibility criteria are applied fairly
• Support colleagues and contribute to a positive team environment
• Follow all audit, policy and confidentiality requirements

At SCAS, every role helps make a difference to patients, communities and colleagues. Whether delivering frontline care, supporting emergency operations or working in support services, your contribution matters.

Our values of Caring, Professional and Honest underpin everything we do. We are committed to providing high-quality care, acting with integrity and professionalism, and treating everyone with respect.

SCAS offers excellent learning and development opportunities, wellbeing support and flexible working where service needs allow. We also work closely with recognised trade unions, including Unison, Unite, GMB and RCN, providing staff with workplace support and representation.

We are proud to be an inclusive employer and welcome applications from people of all backgrounds. We are committed to equality, diversity and creating a workplace where everyone feels valued and supported.

Benefits We Offer

• Full training and range of courses
• Holiday entitlement of 27 days, rising to 29 days after 5 years’ service and 33 days after 10 years’ service, and extra 8 days bank holiday (pro rata for part time)
• NHS Pension Scheme membership
• Access to CPD within SCAS and NHS
• Occupational Health support and access to Employee Assistance Programme and our Health & Wellbeing Team
• NHS Discounts in over 200 + stores saving money on holidays, car insurance, restaurants, clothing and much more
• Access to staff networking group

For further details / informal visits contact: Name: Sian Cardy-Johns Job title: Contact Centre Manager Email address: [e-mail]