NHS 111 Call Handler Full Time - Otterbourne inWinchester inWinchester PUBLISHED TUE 7 JAN 2025

Are you looking for the challenge of working in a fast paced, dynamic, and adaptable service, with a career that's not just 'another job'?

• Would you be able to calm someone having a mental health crisis?
• Would you be able to help a parent whose child has fallen and banged their head.
• Could you deal with helping somebody with a sore throat or toothache?
• Could you deal with helping somebody having a stroke or heart attack?

The 111 service takes a huge variety of calls, which makes no two days the same.

You need to be aware of the stresses of the job and what impact they may have on you as an individual. Please consider these points carefully before applying for this role.

This is an office based role in our Otterbourne office, home/remote working is not available. This role is not eligible for Tier 2 visa sponsorship.

You do not need to have a medical background, just a desire to help. You'll need to be detailed and efficient, assertive but compassionate.

Looking after yourself and caring for the team around you should also be a priority for you. We all contribute professionally to the wider team that we operate within here at SCAS, as we all have an important role to play in patient care. If this sounds like a challenge you'll relish, and you have the resilience to achieve this time and time again throughout your working day, we want to hear from you!

We offer a full 6-week training program including NHS Pathways (the clinical assessment tool we use) and following training, you will have the necessary skills to assess the needs of the patients to give the best possible care.

About us

The Recruitment Process

The recruitment process consists of 3 stages. Candidates successful at each stage will progress to the next stage.

1. Application online application form, answering questions explaining clearly how you meet the essential and desirable criteria for the role. Use the additional information section to provide information on all relevant experience.
2. Assessment session an online assessment session gauging your listening and understanding skills, critical thinking skills and problem-solving skills. You will 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 a 111 Health Advisor Call Handler from the ambulance service, 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
• For safeguarding reasons this role is only open to people aged over 18 years of age

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
• For full information on the role and essential and desirable criteria, please see the links to Job Description and Person Specification to the right of the advert.

Disability support

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

Please be advised that South Central Ambulance Service reserves the right to close this campaign earlier than the advertised closing date.