Non Emergency Patient Transport Call Handler Full Time

South Central Ambulance Service Nhs; Winchester; In loco; GBP 21.000 - 25.000; Tempo pieno

Vantaggi offerti da questo lavoro

Full training and courses

27 days holiday + rising entitlement

NHS Pension Scheme

CPD access

Health & Wellbeing Team

Staff networking group

Descrizione del lavoro

South Central Ambulance Service NHS Foundation Trust in Otterbourne, Winchester is seeking compassionate Call Handlers for the Non-Emergency Patient Transport Service. You will be the first point of contact for patients and healthcare professionals, handling transport requests and updating bookings with accurate arrival times.

Training is provided, and this role offers an entry‑level pathway into the NHS Ambulance Service, with Band 2 pay and unsocial hours allowance under the Agenda for Change.

Competenze

• GCSE English / Maths and ICT or equivalent at grade 4/C or above.
• NVQ 3 in Customer Service, or equivalent.

Mansioni

• 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.

Conoscenze

Strong communication

Customer service

Busy environment

Formazione

GCSE English/Maths/ICT

NVQ 3 in Customer Service

Strumenti

Windows

Microsoft Word

Excel

Descrizione del lavoro

Job overview

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.

Main duties of the job

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

Working for our organisation

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

Detailed job description and main responsibilities

What We’re Looking For:

• Strong communication and customer service skills
• Ability to work in a busy contact centre environment
• Professional, courteous and patient approach
• Willingness to learn and adapt

Role Details:

• Job Title: Non Emergency Patient Transport Service Call Handler (NEPTS)
• Location: Patient Transport Services – Contact Centre, Otterbourne Winchester
• Pay Band: Band 2 + Unsocial Hours Allowance (Agenda for Change)
• Hours: Full Time

Working Pattern:

Our Non‑Emergency Patient Transport Service operates 365 days a year. Call Handlers work between 08:00 and 20:00, seven days per week, on a rolling 8‑week rota. The rota includes varying shift lengths between 6 hours and 11.5 hours; however, the pattern is static and repeats every 7 weeks, meaning your shift pattern is predictable and does not change from cycle to cycle. Your working hours will be averaged of 37.5 hours per week.

Training/Start date for the role:

Training/start date will begin on either 18th January 2027 or 1st March 2027 which will be classroom based for 3 days from 08:00am until 16:00pm at Southern House, Otterbourne, Winchester. This will be followed by a crew day and finally a day for eLearning. You will then move into observation shifts in the live environment before formally joining the rolling rota.

A Standard DBS check will be required for this role.

Safeguarding, Values and Conduct

SCAS is committed to safeguarding children, young people and adults at risk. All staff are expected to promote and uphold the Trust’s values and operate in line with policies on equality, diversity, confidentiality, infection prevention and health and safety.

Essential criteria

• GCSE English / Maths and ICT or equivalent at grade 4/C or above.

Desirable criteria

• NVQ 3 in Customer Service, or equivalent.

Essential criteria

• Previous customer service experience.
• Geographical knowledge of SCAS commercial areas.
• Experience of working in a busy office environment.
• Skilled use in all latest Windows and Microsoft software e.g. operating systems and Word, Excel

Desirable criteria

• Logistical background.
• Radio communication experience.
• Map reading skills.

Essential criteria

• Ability to effectively prioritise own workload.
• Ability to elevate problems / enquiries as necessary.
• Ability to work under own initiative and think constructively under pressure.
• Good communication skills, confident telephone manner.

We understand that some applicants may choose to use AI tools to assist with completing their application. While this is not against our guidelines, it’s important that your application remains an accurate and honest reflection of your own skills, experience, and achievements. Please ensure that any content generated or supported by AI truly represents you and your capabilities, as this will form the basis of our assessment throughout the recruitment process.

We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).

Please be assured that any requests for reasonable adjustments will not negatively affect your application.

As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff.