Pathways Trained NHS 111 Call Handler

Pathways Trained NHS 111 Call Handler – Welwyn Garden City

Permanent, full time and part-time roles available (12–37.5 hours per week)

Be the voice that makes the difference

Every day, thousands of people across Hertfordshire and beyond dial NHS 111 for urgent help. As a 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 often say the role is "rewarding, challenging, and never boring." Every shift you'll be helping your community, and at the end of the day you'll go home knowing you've made a difference to someone's life.

We know the job can be demanding. That's why we put support, flexibility, and wellbeing at the heart of what we do – so you'll always feel valued and part of a team that cares.

About the Role

As an experienced Tier Two NHS 111 Call Handler, you'll already know what it takes to deliver safe, high-quality triage using the NHS Pathways system. You'll bring your existing skills, experience, and professionalism to a service that values your contribution and gives you the flexibility and support to thrive.

What we offer

• Paid induction and onboarding support
• £12.69 per hour, rising to £15.86 with enhancements (up to £30,927 FTE)
• NHS pension scheme with 23.7% employer contribution
• NHS and Blue Light discounts
• Free 24/7 counselling service and wellbeing resources
• On-site parking
• Flexible shifts to suit your lifestyle
• Clear progression routes into coaching, team leadership, or wider NHS roles

What you'll do

• Answer calls from patients and listen with empathy
• Use NHS Pathways software to assess needs and direct callers to the right care
• Work alongside nurses, paramedics, and clinicians who are on hand to support you
• Be part of a close-knit, supportive team who look out for each other

What you'll bring

• A minimum of 6 months' experience working as an NHS 111 Call Handler
• Current or recent experience (within the last 6 weeks) working with the NHS Pathways system
• A valid NHS Pathways licence and the ability to provide three months of call audits from your current or most recent NHS 111 provider
• Calm, clear communication skills, even under pressure
• Empathy, patience, and the ability to reassure people in distress
• A team-focused attitude and commitment to delivering outstanding patient care

The difference you'll make

You already know the impact this role has. Every call you take helps someone get the right care when they need it most. Here, you'll be part of a team that values your experience, supports your growth, and recognises the essential role you play in helping people across our communities.

Shifts available:

Early (6am–1pm), late (4pm–midnight), or weekends only.

Job Types: Full-time, Part-time, Permanent

Pay: From £24,745.00 per year

Expected hours: 12 – 37.5 per week

Benefits:

• Company pension
• Employee discount
• Health & wellbeing programme
• On-site parking

Ability to commute/relocate:

• Welwyn Garden City AL7 4HL: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have current or recent experience (within the last 6 weeks) working with the NHS Pathways system?
• Can you provide three months of call audits from your current or most recent NHS 111 provider?

Licence/Certification:

• Tier Two NHS Pathways Licence (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person