Non Emergency Patient Transport Service (NEPTS) Call Taker

Transformation Unit; Cwmbran; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

Welsh Ambulance Service University NHS Trust is seeking a Non-Emergency Patient Transport Service (NEPTS) Call Taker (Band 2) based at the NET Centre in Cwmbran. The role requires handling inbound calls, coordinating non-emergency ambulance transport for patients with NHS partners, and operating within a 37.5-hour week on a Monday–Friday rota.

Applicants should have excellent communication, typing and IT skills; Welsh language ability is highly desirable and may be essential in some shifts.

Qualifications

• GCSE level or equivalent
• Good typing and IT skills
• Ability to communicate in Welsh

Responsibilities

• Handle telephone enquiries from patients and hospitals for non-emergency transport
• Input requests speedily and accurately into the computer system
• Identify arrival times and support planning/day control teams in NEPTS

Skills

Typing speed

Communication skills

Welsh language

Education

GCSE level or equivalent

Job description

Main area Service Delivery Grade Band 2 Contract Permanent: Monday - Friday 08:00 - 18:00 - 37.5 hours Hours

• Full time
• Part time

37.5 hours per week (Monday - Friday 08:00 - 18:00) Job ref 020-AC075-0926

Employer Welsh Ambulance Service University NHS Trust Employer type NHS Site WAST, Vantage Point House Town Cwmbran Salary £26,300 per annum, pro rata Salary period Yearly Closing 11/10/2026 23:59

Non Emergency Patient Transport Service (NEPTS) Call Taker

Band 2

Applicants are advised to apply early as we reserve the right to close a vacancy prior to the closing date if a high number of applications have been received. If you are successful and short listed for interview you will be contacted by email using the address with which you registered. Therefore, please ensure you check your email account regularly

All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Job overview

The ability to converse in both English and Welsh is highly desirable for this role . The Non-Emergency Patient Transport Service is responsible for providing non-emergency and pre-planned transport, to and from hospitals and treatment centres for patients who have appointments at out-patient clinics, day surgery units, and day centres. The service acts as a vital link between communities and is an important and integral part of the overall package of health care provided by the Ambulance Service in Wales.

The successful applicants will have a can do attitude, demonstrate that they have worked as part of a team, possess excellent communication and active listening skills, ideally have experience in working in a customer focused environment.

We currently have permanent contracts for 37.5 hrs per week in our NET Centre site in Cwmbran. The successful candidates will be expected to work to cover any hours between 0800-1800 weekdays on a rota basis to match the service demands.

The ability to speak Welsh is highly desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Main duties of the job

The successful post holder will be required to work within a team dealing with all telephone enquiries from patients and hospitals for all issues associated with Non-emergency ambulance transport this includes, processing telephone calls from members of the public and hospital staff requesting non-urgent ambulance transport, working through an established criteria staff will assess the most appropriate method of transport for patients, and then accurately process this request accordingly utilising the Trusts databases. Duties also include checking systems to see if transport has been booked, inputting requests, identifying arrival times of transport on the day of journey, and providing support to the planning and day control teams within the NEPTS department.

The position involves inputting details speedily and accurately onto a computer system; therefore excellent keyboard skills are essential. The successful applicant should be competent when undertaking given tasks, have good interpersonal skills, be educated to a good educational standard and possess typing and I.T. skills.

A good knowledge of the geographical areas of all Wales would be advantageous and the ability to converse in the Welsh Language is essential for these posts.

Working for our organisation

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents.

Person specification

Qualifications

• A good standard of education at GCSE level or equivalent experience
• Possesses good typing and I.T. skills
• The ability to communicate in Welsh

Experience

• Meets all essential criteria as per attached job description/person specification
• Previous experience in an administrative role in the NHS or similar organisation

Abilities and skills

• Meets all essential criteria as per attached job description/person specification
• Good interpersonal and communication skills, able to establish effective working relations with internal and external contacts
• The post also requires excellent communication skills
• Good Map reading skills and area knowledge

The Trust actively seeks to recruit and appoint people currently under represented in the workforce. This includes women, people with disabilities, LGBT, and those from minority ethnic groups. All staff are encouraged and supported to learn Welsh. Please be sure to provide full contact details for all referees, including email addresses where possible. Failure to do so may result in significant delays in your application.

To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa , unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK . If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.