Call Handler Wales

NHS 111 Wales is hiring Call Handlers to join its emergency and urgent care support team in Cwmbran.

This permanent opportunity is available for both full-time and part-time applicants who enjoy helping people and can remain calm under pressure.

As a 111 Call Handler, you will answer calls from members of the public who need urgent healthcare advice.

Every call is different, making this a rewarding role for people who enjoy communication, problem solving, and customer service.

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You will listen carefully, collect important patient information, and enter accurate details into the NHS computer system.

Your role helps ensure patients receive the right care at the right time.

Successful applicants will receive fully paid training lasting five weeks during daytime hours. You must be available to complete this training before starting your shift rota.

The position includes evening, weekend, bank holiday, and night shifts. Shift enhancements are paid for unsociable working hours.

Applicants must be at least 18 years old. Welsh language skills are desirable but not essential, and applications are welcomed from both Welsh and English speakers.

Please note that visa sponsorship is not available for this position.

Welsh Ambulance Services University NHS Trust provides emergency ambulance services and the NHS 111 Wales service across Wales.

The Trust employs more than 4,000 people and delivers healthcare support 24 hours a day, 365 days a year.

The organisation has built a strong reputation for delivering safe, high-quality patient care while supporting staff with professional development and ongoing training.

The Trust is committed to equality, diversity, and inclusion and welcomes applications from people of all backgrounds.

Employees have opportunities to build long-term careers within one of Wales’ leading healthcare organisations.

• Answer incoming NHS 111 calls from the public.
• Listen carefully and gather accurate patient information.
• Enter call details quickly and accurately into computer systems.
• Follow NHS procedures and call handling guidelines.
• Provide excellent customer service with empathy and respect.
• Work closely with colleagues as part of a supportive team.
• Maintain patient confidentiality at all times.
• Complete all required training and follow Trust policies.

• Minimum of 5 GCSEs or equivalent qualifications.
• Must be at least 18 years old before starting employment.
• Experience dealing with customers or the public over the telephone.
• Ability to work well within a team.
• Excellent communication and interpersonal skills.
• Strong keyboard and computer skills.
• Ability to think clearly and solve problems.
• Flexible to work shifts including nights, weekends, evenings, and bank holidays.
• Ability to follow policies and procedures.
• Call centre experience is beneficial.
• Healthcare experience is an advantage.
• Welsh language skills are desirable.
• Successful applicants will undergo a Disclosure and Barring Service (DBS) check.
• Full paid five-week training provided.
• NHS pension and employee benefits available.
• Shift enhancements paid for qualifying hours.

Working in NHS telephone healthcare services offers a meaningful career where your communication skills directly help people access medical care quickly.

Demand for NHS call handlers continues to grow as more patients use NHS 111 services before visiting emergency departments.

The role offers excellent job security, structured career progression, valuable healthcare experience, and opportunities to move into supervisory or clinical support positions.

While shift work can be demanding, many employees appreciate the flexible rota options and additional shift payments.

This role is based at Vantage Point House in Cwmbran within a modern NHS contact centre environment.

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