About this role
Job summary
It is recommended that you read the Job Description and Frequently Asked Questions attached to this advert for further details before applying.This is a vital role where you will start your training as an ICC Call Handler in one of our contact centre areas - 999, 111 or Patient Transport Services. In time you will be placed on conversion classes covering all three areas, this is mandatory to the role (you will initially be allocated to one area which would primarily be 999, 111 and/or PTS). Each stage of the conversion training will include practical experience of working in that area. This offers a clear and structured career pathway, with ongoing development and training to support you in becoming fully skilled and competent ICC Call Handler.
Assessmentswill take place on: 21stMay2026
Interviewswill take place on : 24thMay 2026
Dates may be subject to change.Course Training period: 29.06.2026 - 06.08.2026 (10 weeks)
No leave permitted within the above training weeks - Courses run Full Time 37.5hrs pw.
We have organised some support sessions for those interested in this role to enable better understanding of this role, the application and recruitment process.
To book your place please click the link below to select a date and time you wish to attend, and you will be emailed a link to join your selected Teams session.
ICC Call Handler Support Session Registration Form -Bolton & Liverpool Vacancies. - Fill in form
Main duties of the job
You will be placed on a training period with a full classroom programme to allow you to undertake the role. Continued employment is conditional upon the successful completion of the mandatory training programme, which includes all required assessments and a preceptorship period. You must achieve a satisfactory pass in all components of this programme within 10 weeks from you start date.
Failure to meet this requirement will be treated as a capability issue under the Employment Rights Act 1996 and NWAS Workforce Performance Management policy and procedure. If you do not successfully pass any aspect of the training course within the specified timeframe and to the required standard, the Trust reserves the right to terminate your employment on the grounds that you are unable to perform the role for which you were employed.North West Ambulance Service NHS Trust is committed to building a workforce that reflects the diverse communities we serve across the North West. We recognise that people from Black and Minority Ethnic (BME) backgrounds are currently underrepresented and as part of our positive action approach, we offer additional application guidance to help BME applicants feel confident throughout the recruitment process.Please click on the following link to request support-Positive Action Recruitment Support - Fill in form
About us
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.
Job description Job responsibilities
Due to the nature of the hours only applicants over the age of 18 can apply for this role.We currently offer full-time positions (37.5 hours per week) but may consider 30+ hours (Although commitment to fulltime training would be required).All training is fulltime37.5 hrs per week.
This service runs 24/7 365 days a year- A full range of shifts will need to be covered, including bank holidays, public holidays, weekends and include working nights / early hours. Please read FAQ for details on shifts - Relief Rota, Flexibility is required.If multiple adverts out candidates will only be invited to one site and will receive one interview and assessment therefore please ensure you apply for the correct location in which you would like to be based. Assessments will need to be passed before the candidates can progress to interview.Visa sponsorship is not possible for this role for either candidates or existing employees. The skill level and salary for this role does not meet the eligibility criteria for Skilled Worker/ Health and Care Worker visas as set out at gov.uk. Graduate visa holders should have no expectation of long-term employment through sponsorship. Additionally, your visa conditions and validity period must allow you to work in the role question and for a suitable period to allow training and execution without requiring sponsorship
Person Specification
Skills & Competencies Essential
Keyboard / data entry skills. Competent and confident user of computer-based information systems. Demonstrable verbal & written communication skills. Ability to follow and interpret policy and procedures. Demonstrable effective listening, analytical and decision making skills Ability to deal with queries from the public/patients in a tactful and appropriate manner, demonstrating empathy and compassion
Qualifications, Knowledge & Experience Essential
Educated to GCSE standard or equivalent (one of which must be English), or in the absence of such, previous call handling/customer service experience.
Values & Behaviours Essential
Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable. Being at our best - professional and adaptable and takes pride in work. Making a difference - act with compassion, kindness and integrity towards everyone. Commitment to providing service that meets the changing needs of healthcare. Ability to work effectively in a team, providing support as appropriate, to achieve shared goals. Focus on constructive evaluation and challenge of own and team performance. Proactive in identifying opportunities for improvement and innovation. Ability to work as part of a team. Ability to use own initiative. Ability to demonstrate Resilience. Maintaining and understanding client confidentiality. Computer literate with a working knowledge of Microsoft Office applications. Excellent interpersonal skills. Able to cope under pressure and deal tactfully with difficult situations. Demonstrable evidence of empathy and social understanding. Evidence of self-development and assisting others to develop Commitment to punctuality, flexible shift working, and understanding of 365 day/24 hour rostering.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name North West Ambulance Service NHS Trust
Address Estuary Point
Liverpool
L24 8RL
Employer's website https://www.nwas.nhs.uk/ (Opens in a new tab)