Non Emergency Patient Transport Service Call Handler

Yorkshire Ambulance Service; Newton Hill; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Flexible working

Annual leave 27 days

Pension scheme

Car lease & benefits

Employee assistance

Career development

Job summary

Yorkshire Ambulance Service NHS Trust is seeking a Non Emergency Patient Transport Service Call Handler (Band 3) in Wakefield. The role entails speaking with patients and healthcare professionals to arrange NHS-funded journeys and recording details in the dispatch system.

A rota includes weekdays and weekends with bank holidays, with enhanced payments for unsocial hours. The department operates 365 days a year from the Wakefield HQ.

Qualifications

• Effective communicator (verbal and written)
• Proficient in use of Microsoft Office package including MS Word and Teams
• NVQ Level 2 in Customer Service or equivalent experience

Responsibilities

• Speak with patients, carers and healthcare professionals to arrange transport
• Accurately record information into the booking system
• Provide polite, professional service and ensure a pleasant caller experience

Skills

Effective communicator

IT literate

Customer service

Education

GCSEs 4-9 incl Maths & English

NVQ Level 2 in Customer Service

Tools

Microsoft Word

Teams

Job description

Non Emergency Patient Transport Service Call Handler

Band 3

Main area Call Handler Grade Band 3 Contract Permanent Hours

• Full time
• Part time

37.5 hours per week (Hours between 07:00-19:00 Monday to Friday, 08:00-1800 Saturday, Sunday, Bank Holidays (Part Time Rota may be available)) Job ref 174-PTSACH-061026

Site Yorkshire Ambulance Service, Headquarters Town Wakefield Salary £25,760 - £27,476 Per annum Salary period Yearly Closing 18/10/2026 23:59

Job overview

Visiting hospital is not fun and for some people, just getting to their hospital appointments and back home again is tough. It is for these reasons that we need people who can make arranging transport the easy part.

Our Patient Transport Service (PTS) provides NHS-funded transport for people who can’t get to their healthcare appointments by other means. Could you help arrange those journeys for our patients?

The department is open Monday to Friday between the hours of 7:00am and 7:00pm, and Saturdays and Sundays between 8:00am and 6:00pm, 365 days of the year including public holidays.

We are looking for staff to work a range of rota patterns, including some weekends, all of whom will be required to work on public holidays if that is how the rota falls. Hours worked on bank holidays and weekends attract additional unsocial payments.

This role is based in our contact centre at our headquarters in Wakefield.

Main duties of the job

We are looking for someone who likes to talk and is confident using IT.

The majority of your role will be speaking to patients, their carers and healthcare professionals who are looking to arrange journeys to and from healthcare settings, then accurately recording the information they give you into our booking system. Of course, it’s not always as easy as it sounds because everyone has their own challenges, but if you’re the sort of person who finds reward in helping people, then we’d love to hear from you.

To make sure we provide the right type of transport to the people who need it the most, we have set questions that we need to ask all callers. Sometimes you’ll need to speak slowly and clearly, sometimes you’ll need to repeat yourself several times, sometimes you’ll need to listen to someone’s troubles and concerns; but you’ll always need to be polite, professional and eager to make the caller’s experience a pleasant one.

Working for our organisation

Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.

We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.

We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.

Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.

• Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)
• 27 days annual leave, increasing to 33 with service.
• Contributory Pension.
• Car lease and other salary sacrifice schemes.
• Dedicated employee assistance and counselling service.
• Opportunities for research participation, career progression and ongoing development.
• Well respected, committed and supported staff networks for our workforce.

Our values: Kindness, Respect, Teamwork and Improvement, are at the heart of all we do.

Detailed job description and main responsibilities

Please see the attached job description for further information.

Person specification

• Effective communicator (verbal and written)

Qualifications / Knowledge

• 4 GCSE grades 4-9 (or equivalent) including Maths and English
• NVQ Level 2 in Customer Service or similar or equivalent customer service experience
• Proficient in the use of Microsoft Office package including MS Word and Teams
• Previous Cleric Experience

Experience

• Previous experience of providing excellent customer care
• Previous experience of working in a call centre

As an employer, we value the contribution that every individual makes to the success of the organisation, and we are committed to the NHS People Plan’s and our own Trust’s shared priority of “Looking after our People” by supporting the health and wellbeing of our employees. This includes those who may face barriers and disadvantages when applying for a role, carrying out their role or progressing their career at Yorkshire Ambulance Service NHS Trust due to a disability, impairment, long term health condition or neurodivergence. The Trust can provide various workplace adjustments which will support employees and candidates to overcome those barriers.

A s an applicant, it’s important that you have the time, resources and space to fully participate. We want to support you in showing your skills, values and competencies at every stage of the recruitment process. Please contact us via email [e-mail] if you need any further support or adjustments with your application.

Yorkshire Ambulance Service NHS Trust is committed to having a diverse and inclusive workforce which reflects the communities and patients we serve across the Yorkshire region. Our ambition is to work together to promote a more inclusive environment, which attracts candidates from all sections of the community and signals our commitment to embracing diversity and promoting inclusivity.

As an inclusive organisation we welcome applicants irrespective of people’s age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We particularly encourage applications from people who are underrepresented within our sector, including people with lived experienced from Black, Asian and minority ethnic backgrounds, people from the LGBT+ community, people with caring responsibilities and people with disabilities. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process, for applicants who meet the essential criteria for the job vacancy, and consideration of reasonable adjustments for people who have a disability under the “Disability Confident Scheme”.

Please note that the salary range stated in advertisements is calculated on a pro-rata basis if the vacancy is part-time. For zero-hours/bank worker positions, this is calculated on an hourly basis.

Please note that certain benefits may differ for zero hours (bank) workers, including annual leave entitlement which is calculated in line with Working Time Directive regulations.

Disclosure and Barring Service

Yorkshire Ambulance Service NHS Trust is committed to safeguarding & promoting the welfare of children & vulnerable adults. Many of our posts are subject to a Disclosure & Barring Service check (DBS). Should this position be subject to a DBS check the cost will be recovered from your salary as a one-off payment. Currently the charges made by the Disclosure and Barring Service (incl. application fee) are £46.70 for an enhanced check and £25.70 for a standard check.

Any correspondence regarding an application will be sent electronically via the Trac Jobs Website to the email address that was provided at the time of the application. It is important, therefore, that you read your emails on a regular basis and respond as necessary.

Please note, the selection processes at Yorkshire Ambulance Service are in place to ensure we recruit candidates with the right skills and values, please be advised that the use of Artificial Intelligence (AI) in applications are monitored. We remain vigilant against candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills, and you will be required to declare on your application if AI has been used before submitting your application.

Our values underpin everything we do and how we do it; Kindness, Respect, Teamwork, Improvement.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.