NHS 111 Call Handler

South Central Ambulance Service NHS Foundation Trust (SCAS) serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.

We’re looking to recruit a number of NHS 111 Call Handlers to join our team that is based our call center in Milton Keynes on a full and part time basis.

You'll receive full training on NHS Pathways (a clinical assessment tool), and following training, you’ll assess the needs of the patient and implement any necessary action ranging from dispatching an ambulance, making a referral to the clinical service or simply providing basic advice.

What do we need from you?

• Competence in the use of IT systems
• GCSE or equivalent A-C in Maths and English
• Customer service experience from a telephone or face to face role
• Ability to multi-task and manage competing priorities
• Good written and verbal communication skills
• Ability to listen and record information accurately

Why work at SCAS

• Starting salary £21,730 + unsocial hours payments (annual salary circa £25,000) (pro rata for part time)
• 27 days holiday plus bank holiday rising to 33 days (pro-rata for part time)
• Enrolment into the NHS pension scheme
• Access to many discounts
• Free onsite car parking
• Employee assistance program
• Rota basis

Being part of a service that operates 24/7, candidates will be required to work a variety of shifts which will include nights, weekends, bank holidays and religious holidays.

The Recruitment Process:

1. Please apply for the role via Indeed

2. Assessment session – We’ll notify you when you can attend an online assessment session; this will gauge your listening and understanding skills, critical thinking skills and problem-solving skills. You’ll need to have access to a webcam and a laptop or PC to do the assessments (you will need to use a keyboard).

3. Interview – an online interview with our NHS 111 Team, discussing your skills, experience and providing an opportunity for you to find out more about the role.

Qualifications and Training

Essential:

Good all-round education (i.e. 2 GCSEs at equivalent of grade 4 or above including English), or equivalent demonstrable experience in a similar role

Desirable:

• NHS Pathways Trained
• NVQ 2/3 Customer Services or equivalent demonstrable experience

Knowledge and Experience

Essential:

• Experience in a customer/patient services environment, dealing with the members of the general public
• Experience of using a computerised system
• Experience of using a telephone as a regular means of communication in a work environment

Desirable:

• Experience in a call centre environment
• Geographical knowledge of the operational area
• Experience of working rotating shifts
• Previous experience of working in the voluntary or health sector
• Previous experience of patient care
• Knowledge of first aid and/or anatomy

Successful applicants will be required to undertake an Enhanced DBS check for adults and children.

Disability support

If you have any queries relating to disability and the role or recruitment process, then please get in touch

Job Types: Full-time, Part-time, Permanent

Salary: £21,730.00-£25,000.00 per year

Benefits:

• Employee discount
• Free parking
• On-site parking

Schedule:

• Monday to Friday
• Weekend availability

Education:

• GCSE or equivalent (preferred)

Work Location: One location

Reference ID: 111MK