ICC Call Handler

Location: based at our Integrated Contact Centres (ICC) in Broughton, Preston.

Salary: Band 3. Basic pay £24,937 rising to £26,598 after two years. (Basic pay excludes shift enhancements/unsocial hour payments).

Are you someone who thrives in high-pressure environments?

Do you have a passion for being the first point of contact for those in need when they need us the most?

Can you provide a voice of reassurance and support?

If so, North West Ambulance Service is looking for individuals like you to join our team and make a real difference. Join our team - and take on a vital role as an ICC call handler

You will need good data entry skills and a high standard of keyboard/typing ability. Experience in a call centre or customer service environment is advantageous. We are seeking individuals with a passion for excellent customer service, strong communication skills, and the resilience to thrive in a role that is both challenging and rewarding.

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 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

As a Call Handler you will be the main point of contact for the person at the other end of the line. Your role is to manage a variety of calls from a wide range of different patients with care and compassion.

No day will ever be the same - This is a highly pressurised environment where you may be in contact with people in extremely vulnerable or stressful situations; our callers can be upset, angry, anxious or hysterical. For this we ask you would need to be confident in dealing with a range of people in varying situations, able to work in a fast-paced environment and must be adaptable to change quickly. We ask that you considering these points carefully before applying.

Your role is to gather as much information as possible, assess the call, and provide clear, correct advice or instructions that could potentially save a life, remaining calm and reassuring under pressure. Your support will make a difference to lives and requires people who can be there for those that need it, sometimes in the face of adversity and trauma.

It is recommended that you read the full advert and Job Description for this role's full details.

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.

• 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.

It is recommended that you read the Job Description and Frequently Asked Questions attached to this advert for further details before applying.

Full training will be given to the successful candidates.

It is a pre-requisite that candidates must successfully complete all stages of the training program, including all examinations.

Initial training will be up to 10 weeks, full-time, with no annual leave permitted during this period.

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.

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 10 weeks fulltime.

Shifts - Shift patterns / details associated to this job advert, and present in the attached FAQ are examples only. Please note rota patterns are subject to change in line with service delivery and/or business demand, staff will be given adequate notice of any changes.

Relief Rota - Broughton

As an ICC Call Handler you will work on a relief rota to meet the needs of the service.

• Full-time (37.5 hours per week)
• Part-time (30 hours per week)
• Earliest shifts start from 05:00 and latest shift ending 02:00
• Staff to be assigned 5x7.5hr shifts when working 37.5HPW
• Staff to be assigned 4x7.5hr shifts when working 30HPW
• Consecutive shifts will usually have similar start times (within a 3-hour window) to support staff wellbeing.
• You will usually work 2 out of 4 weekends.
• You will receive at least 6 weeks' notice of your shifts.
• Rest days will, where possible, be scheduled together.

Assessments and Interviews will be carried out on 2 separate date:

Assessments will take place on: 25-Nov-2025

Interviews will be conducted on: 06-DEC-2025 for those who pass the assessment.

Both will be conducted at the Broughton Site.

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.

Upcoming training courses will run on:

• 02/02/2026
• 13/04/2026