ICC Call Handler - Estuary Point

The North West Ambulance Service ICC Call Handler role sits in one of its 999, 111 or Patient Transport contact centres, with training across all three. The work is taking calls from patients who may be unwell or distressed, gathering information and giving clear phone advice that can save a life. The post is full-time on a 24-hour, 365-day rota with varied shifts, nights and weekends.

Applicants must be 18 or over and have the right to work without sponsorship.

• Handle a wide range of calls from patients with care and compassion
• Gather information and assess each call
• Complete patient assessments over the phone
• Give clear, correct advice or instructions that could save a life
• Stay calm and reassure callers in distressing situations
• Support unwell and upset patients at their time of need
• Complete the full ICC training programme, including examinations, audits and assessments
• Complete conversion courses and practical experience across 999, 111 and PTS
• Work shifts across the 24/7, 365-day rota, including nights, weekends and bank holidays
• Complete the preceptorship period

• GCSE standard or equivalent, one of which must be English
• Call handling or customer service experience in place of GCSEs

• Keyboard and data entry skills
• Competent use of computer-based information systems
• Verbal and written communication skills
• Ability to follow and interpret policy and procedures
• Listening, analytical and decision-making skills
• Tactful, empathetic handling of patient queries

• Aged 18 or over
• Right to work in the UK without sponsorship

• Proactive, using own initiative to find improvements
• Excellent interpersonal skills and ability to work in a team
• Maintaining client confidentiality
• Evidence of self-development and helping others to develop
• Commitment to punctuality and flexible shift working
• Understanding of 365-day, 24-hour rostering

• Experience in a call centre or customer service environment

• Full training provided, including conversion courses across three areas
• Clear, structured career pathway with ongoing development