NHS 111 Flexible Relief Rota Call Handler

Non NHS Banding

Main area

Call Handling

Grade

Non NHS Banding

Contract

Permanent

Hours

Full time

Part time

Flexible working

37.5 hours per week (Permanent, 32 to 37.5 hours per week (flexible shifts))

Job ref

Site

Technology House

Town

Bedford

Salary

£26,685 - £27,734 per annum (pro-rata if part time)

Salary period

Yearly

Closing

30/11/2025 23:59

Job overview

Be the voice that makes the difference

Every day thousands of people across Bedford and beyond dial NHS 111 for urgent help. As a Relief Rota Call Handler, you'll be the first voice they hear. You'll calm worried parents, support people in distress, and make sure they get the right care quickly. It's a role where you finish each shift knowing you've made a real difference.

About Us

At HUC we're here for people every day of the year, 24/7, through our NHS 111 service. We're a not-for-profit social enterprise, trusted by the NHS to support over 4.5 million people across our communities.

Our teams describe the role as "rewarding, challenging, and never boring." You'll work with people who care deeply about patients and each other. At the end of every shift, you'll know you've helped someone when they needed it most.

Main duties of the job

About the Flexible Relief Rota role

If you value variety, teamwork, and purpose, this role gives you the flexibility to make work fit your life. You'll work a mix of shifts that could include days, evenings, weekends, and bank holidays, supporting patients whenever they need us most.

We know flexibility works both ways. You'll always get at least five weeks' notice of your rota, and shifts vary in length and start times across early morning, daytime, and late evening. This gives you the freedom to plan ahead and keep a healthy work-life balance.

You'll join a supportive, friendly team where every call makes a difference, whether you're offering reassurance, advice, or guiding someone to the right care.

Training that gets you ready

You don't need healthcare experience before you start. We'll give you six weeks of full-time, paid training.

• Weeks 1–4: Monday to Friday, 9am–5pm, classroom-based with all the support you'll need.

• Weeks 5–6: On the call floor with a mentor, putting learning into practice with real-time support.

By the end, you'll have a nationally recognised NHS Pathways qualification and the confidence to assist patients safely and effectively.

Please note, you'll need to complete the full six-week training before starting regular shifts.

Dates for our next NHS Pathways Course - Monday 5th January 2026

Working for our organisation

What we offer

• Paid training and nationally recognised qualification

• Salary £26,685 during probation, rising to £27,734 once completed (37.5-hour week)

• 32-hour option: £22,768 rising to £23,762 after probation

• NHS pension scheme (23.7% employer contribution)

• NHS and Blue Light discounts

• Free 24/7 counselling and wellbeing support

• On-site parking

• Opportunities to grow into coaching, leadership, or wider NHS roles

What you'll do

• Answer calls from patients with care and professionalism

• Use NHS Pathways software to guide people to the right service

• Work alongside nurses, paramedics, and clinicians who support you every step of the way

• Be part of a team that's caring, collaborative, and proud of what they do

What you'll bring

• Calm, clear communicator who stays composed under pressure

• Empathy and patience to support people in distress

• Team player who helps colleagues and embraces learning

• Commitment to complete six weeks of full-time training before starting shifts

The difference you'll make

This isn't just a call centre job. Patients often describe our call handlers as "lifelines." You'll build skills and confidence that stay with you for life, while being part of a team that's trusted and valued across our communities.

Please note: Applicants must be aged 18 or over due to legislative requirements

Detailed job description and main responsibilities

Person specification

Address

Essential criteria

• Lives within 60 minute commute
• Has Customer Service Experience
• Has the right to work in the UK
• Can commit to 6 weeks full time training (9am-5pm Monday- Friday)

Desirable criteria

• Previous Call Handling Experience

You must have the legal right to work in the UK at the time of application. We are not able to offer sponsorship for this role.

We reserve the right to close this vacancy early, should we receive sufficient applications.

Employer certification / accreditation badges

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Further details / informal visits contact

Name

Amy Bishop

Job title

Non-Clinical Recruitment Advisor

Email address