About this role
Job summary
The Role
Be the calm voice people turn to when they need help most.
Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support. As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time. No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response.
Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment. This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day. The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.
Main duties of the job
As an NHS 111 Health Advisor with IC24, you will provide essential advice and support to people contacting the NHS for help. Your role will involve being the first point of contact for patients, listening to their concerns, and assessing their needs using NHS Pathways. You will direct callers to the appropriate service, whether it's self-care, primary care, urgent treatment, or emergency response. The position requires strong communication skills, empathy, and the ability to stay calm under pressure. You must be proficient with technology and able to navigate multiple IT systems while multitasking. The job offers comprehensive training, coaching, and support from experienced colleagues and clinicians. Working hours include a mix of early and late shifts, with requirements for weekend work.
About us
Integrated Care 24 (IC24) is a leading not-for-profit social enterprise in the UK that provides NHS 111, GP Out of Hours, primary care, and urgent care services. IC24 serves over six million patients across the country, offering timely access to healthcare when it is needed most. The organisation is committed to providing high-quality care and support to its patients and offers a range of development opportunities to its employees. IC24 values inclusion, respect, and excellence, and is dedicated to creating a supportive and empowering environment for both its employees and patients.
Job description
Job responsibilities
Package Description
The Role
No two calls are the same.
This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day.
To learn more about a day in the life of a Health Advisor click here to watch our video.
100% office attendance required
What you'll be doing
Being the first point of contact for patients
Answer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.
Assessing patient needs safely
Use NHS Pathways and approved processes to assess both urgent and non-urgent conditions, ensuring patients receive safe and appropriate outcomes.
Directing people to the right care
Signpost callers to the most appropriate service, whether that's self-care advice, primary care, urgent treatment, community services or an emergency response.
Managing challenging conversations
Support callers who may be distressed, anxious or vulnerable, demonstrating empathy while maintaining professionalism and appropriate boundaries.
Multitasking with accuracy
Navigate multiple IT systems, record information accurately and follow established processes while speaking with callers.
Delivering high-quality care
Work to quality standards, service expectations and compliance requirements while keeping patient safety at the heart of every decision.
Learning and developing
Take part in training, coaching, competency assessments and ongoing development to continually build your knowledge and confidence.
Supporting safe patient care
Recognise safeguarding concerns, escalate where appropriate and demonstrate IC24's values of Care, Excellence, Respect and Innovation in every interaction.
Who this role suits
You don't need previous healthcare experience to succeed as a Health Advisor.
What matters most is your ability to communicate, stay calm under pressure and genuinely care about helping people. We'll teach you the clinical systems and processes - you bring the right attitude, and we'll help you develop the rest.
You'll thrive in this role if you:
- Care about making a positive difference to people's lives.
- Communicate confidently, listen actively and build rapport with people from all walks of life, with excellent spoken and written English.
- Stay calm, show empathy and make sound decisions in fast-paced or emotionally challenging situations.
- Are confident using technology, navigating multiple computer systems and multitasking accurately.
- Learn quickly, welcome feedback and are committed to continuous development.
- Are reliable, take responsibility for your attendance and performance, and can work a 24/7 rota, including weekends.
- Values inclusion, dignity, confidentiality and respect for everyone
Who are we?
Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK.
Every day, our people help patients access the care they need, when they need it most.
Why IC24?
Working in NHS 111 is rewarding, but it comes with challenges. At IC24, you'll never face those challenges alone.
You'll receive comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians who want to see you succeed. Whether you're joining from customer service, retail, hospitality or healthcare, we'll help you build the confidence and skills to become an outstanding Health Advisor.
Let's be honest about the role
This role isn't for everyone.
Calls can be back-to-back, and you'll regularly speak with people who are worried, distressed or experiencing serious symptoms. The pace is fast, the training is intensive and there's a lot to learn as you build confidence using NHS Pathways, clinical processes and multiple computer systems.
Some new starters underestimate
- The intensity and volume of calls.
- The emotional impact of difficult conversations.
- The level of multitasking and IT skills required.
- The importance of attendance, punctuality and personal resilience.
- How quickly safe decisions sometimes need to be made.
- The ongoing learning, coaching and quality assessments that support safe patient care.
What can't easily be taught is resilience, emotional intelligence, compassion and a genuine desire to help people.
Working HoursAll Health Advisors must be able to work at least 50% of weekends.
Full-Time OptionsYoull work a mix of early and late shifts, starting at 7am or 8am and finishing later than 10pm. If preferred, you can choose to work only late shifts or night shifts (typically 10pm to 6am). Weekend shifts are required every other weekend, but you can opt to work more if youd like.
Part-Time OptionsPart-time roles mainly focus on evening and weekend shifts, but a mix of early and evening shifts may be offered.
Weekday shifts are between 4-6-hours, either early between 6am-12noon or late from 4pm and longer shifts on the weekends.
Weekend-only roles are also available, and additional hours may be offered during busy periods
Training and Start DatesWere looking for candidates who can start training in January. Please note, the training for this role runs for 5 weeks and is full time (37.5 hours per week). We offer these courses in two timetables, either Monday-Friday 9am-5pm or Evening and Weekends.
What's in it for you?
- £13.01 per hour, plus enhancements of up to 60% for unsociable hours.
- NHS Pension Scheme
- 33 days annual leave
- Enhanced family leave policies.
- Wellbeing support, Employee Assistance Programme and occupational health services.
- Ongoing training, coaching and career development opportunities.
- Blue Light Card eligibility and access to employee reward and discount schemes.
- The opportunity to do meaningful work that genuinely makes a difference to people's lives.
Employment is subject to proof of eligibility to work in the UK, a satisfactory Enhanced DBS with Barred Lists check, and three years of satisfactory references.
Come and Meet UsIf you are shortlisted, we will invite you to an assessment evening at our Peterborough Care Coordination Centre, PE7 8HPThis is a great opportunity to learn more about the role, meet the team and take part in a face-to-face interview.
We celebrate brave ideas and brave people.
We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.
We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.
If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.
Person Specification
Qualifications
Essential
- The role does not require previous healthcare experience. Successful candidates must display strong communication skills, the ability to remain calm under pressure, and a genuine desire to help others.
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
Integrated Care 24 Ltd
Address
IC24
Peterborough
PE7 8HP
United Kingdom
Employer's website
https://careers.ic24.org.uk/ (Opens in a new tab)