EMS Call Handler

Main area Service Delivery Grade Band 3 Contract Permanent Hours

• Full time
• Part time

Employer Welsh Ambulance Service University NHS Trust Employer type NHS Site Vantage Point House Town Cwmbran Salary £26,813 - £27,890 per annum, pro rata Salary period Yearly Closing 05/11/2026 23:59

If you are successful and short listed for interview you will be contacted by email using the address with which you registered.

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

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

The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a 999 Call Handler.

The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential.

The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.

As part of the role you will liaise with members of the public as well as Health Care Professionals and good communication and customer care are essential skills required by the post.

You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.

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

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.

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

This role is not eligible for sponsorship as per the Governments UK VISA and Immigration Rules and Regulations.

• Minimum 5 GCSE’s at Grade C or above, including Maths and English (or equivalent)
• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative

• Dealing with the public on the phone
• Working as part of a team
• Health service experience
• Experience of working in a call centre environment
• Experience of working within a…