Job Description

Are you looking for a new career? One where you can really make a difference?



Being an NWAS ICC Call Handling Support member of staff more than just answering calls. The ideal candidate will be responsible for managing inbound contacts ensuring they are managed appropriately in line with Trust policy and procedure, and ensuring the calls and emails are managed and directed appropriately. Inbound non-emergency calls will likely be received from various stakeholders, including patients and other NHS colleagues. The post holder will also use various elements of software in order to signpost and transfer patients to appropriate providers/services. The ideal candidate for this role will assess the information provided, provide clear, correct and appropriate advice whilst remaining calm under pressure.



NWAS call handlers provide a vital contribution to the provision of first class patient care, 24 hours a day, 7 days a week, 365 days a year. You will be responsible for the assessment of clinical symptoms with the ability to document patient information quickly and accurately, therefore computer / data input skills are essential in the role.



Through the Integrated Contact Centre we receive around 1000 calls per day. The role requires working under pressure and can be challenging however knowing you have made a difference makes this an exciting and extremely rewarding role, where no two shifts are the same.

What you'll benefit from:

Basic Salary range 24,169 + unsocial hours payments 27 days annual leave per year pro rata, which increases with service Enrolment into the NHS Pension Scheme Free onsite parking Access to extensive blue light discounts Full training and support by our dedicated education team and an excellent career structure for future progression

We are looking for candidates who are:

Good communicators with an excellent telephone manner Organised with a strong attention to detail Good administration skills and enjoy working in a fast-paced environment Computer literate - including inputting and accessing Windows based packages together with a high standard of keyboard skills Resilient, highly motivated and passionate about delivering quality patient care Educated to GCSE level or equivalent vocational qualifications

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.



Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.

We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.



Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.



We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.



We are currently recruiting positions for staff to be based at any of our ICC sites in Manchester, Liverpool or Preston. The initial 3-week training will be facilitated at our ICC site in Manchester. Training will be full-time from 28 July 2025 until 12 August 2025, but part time applicants will be considered once training has been completed.

The hours for the role are as follows:

Monday to Sunday availability 0600-0030

Training will take place Monday to Friday 0800-1600, Week 1, 2 & 3 and must be attended in full.



Still Interested?



For further details please look at the and Person Specification attached to this advert.



Come and join our team, be valued for the work you do and make a real difference in people's lives.



Interview dates have provisionally been booked for the 18th & 19th May 2025 at our Manchester base.



Please be aware that this role does not currently meet the criteria for Skilled Worker (or 'Health & Care Worker' as a sub-category) sponsorship. Candidates requiring sponsorship may wish to review their eligibility criteria at www.gov.uk before applying.