Job summary
- Main area
- Patient Transport
- Grade
- NHS AfC: Band 2
- Contract
- Permanent
- Hours
- Flexible working
- Other
- Job ref
- 195-26-334-PRA-Oct
- Employer
- South Central Ambulance Service NHS Foundation Trust
- Employer type
- NHS
- Site
- Southern House
- Town
- Otterbourne
- Salary
- £25,272 pro rata, per annum
- Salary period
- Yearly
- Closing
- 18/10/2026 23:59
Employer heading
Non Emergency Patient Transport Call Handler BANK
NHS AfC: Band 2
Job overview
South Central Ambulance Service NHS Foundation Trust (SCAS) is looking for compassionate, customer‑focused individuals to join our Patient Transport Services (NEPTS) Contact Centre in Otterbourne, Winchester as a Call Handler. This is an exciting opportunity to play a key role in supporting patients and healthcare professionals across Hampshire and Milton Keynes. The Call Handler role also offers an entry‑level pathway into the Ambulance Service, providing valuable experience and a foundation for those wishing to develop a career within the NHS.
About the Role
As a PTS Call Handler, you will be the first point of contact for patients, GPs and other healthcare professionals, taking and processing transport requests in accordance with ICB approved eligibility. You will provide accurate information, update booking details, and ensure that all calls are handled professionally and efficiently. You will provide real time estimated time of arrivals and process any cancellations or changes to requests. You will work in partnership with Planning and Dispatch roles within the department.
This role is ideal for someone with excellent communication skills, the ability to remain calm under pressure, and a passion for delivering outstanding customer service. Training will be provided, and you will work as part of a supportive team committed to SCAS values: Teamwork, Innovation, Professionalism and Caring.
Main duties of the job
Key Responsibilities:
- Receive and process patient transport requests via telephone
- Provide accurate information on resource arrival times
- Amend and update patient booking details
- Ensure eligibility criteria are applied fairly
- Support colleagues and contribute to a positive team environment
- Follow all audit, policy and confidentiality requirements
Working for our organisation
At SCAS, every role helps make a difference to patients, communities and colleagues. Whether delivering frontline care, supporting emergency operations or working in support services, your contribution matters.
Our values of Caring, Professional and Honest underpin everything we do. We are committed to providing high-quality care, acting with integrity and professionalism, and treating everyone with respect.
SCAS offers excellent learning and development opportunities, wellbeing support and flexible working where service needs allow. We also work closely with recognised trade unions, including Unison, Unite, GMB and RCN, providing staff with workplace support and representation.
We are proud to be an inclusive employer and welcome applications from people of all backgrounds. We are committed to equality, diversity and creating a workplace where everyone feels valued and supported.
Benefits we offer:
- Full training and range of courses
- Holiday entitlement of 27 days, rising to 29 days after 5 years’ service and 33 days after 10 years’ service, and extra 8 days bank holiday (pro rata for part time)
- NHS Pension Scheme membership
- Access to CPD within SCAS and NHS
- Occupational Health support and access to Employee Assistance Programme and our Health & Wellbeing Team
- NHS Discounts in over 200 + stores saving money on holidays, car insurance, restaurants, clothing and much more
- Access to staff networking group
Detailed job description and main responsibilities
What We’re Looking For:
- Strong communication and customer service skills
- Ability to work in a busy contact centre environment
- Professional, courteous and patient approach
- Willingness to learn and adapt
Role Details:
- Job Title: Non Emergency Patient Transport Service Call Handler (NEPTS)
- Location: Patient Transport Services – Contact Centre, Otterbourne Winchester
- Pay Band: Band 2 + Unsocial Hours Allowance (Agenda for Change)
- Hours: BANK Assignment
Working Pattern:
Our Non‑Emergency Patient Transport Service operates 365 days a year. Call Handlers work between 08:00 and 20:00, seven days per week, on a rolling 8‑week rota. The rota includes varying shift lengths between 6 hours and 11.5 hours; however, this role is for a Bank Assignment, the shifts offered will act as coverage to support the operational delivery.
Training/Start date for the role:
Interviews for this role are scheduled to take place on 29th October 2026. Training/start date will begin on either 18th January 2027 or 1st March 2027 which will be classroom based for 3 days from 08:00am until 16:00pm at Southern House, Otterbourne Winchester. This will be followed by a crew day and finally a day for eLearning. You will then move into observation shifts in the live environment before formally joining the rolling rota.
Before interview an electronic type test will need to be completed. You will be sent the link for completion via email.
A Standard DBS check will be required for this role.
Safeguarding, Values and Conduct
SCAS is committed to safeguarding children, young people and adults at risk. All staff are expected to promote and uphold the Trust’s values and operate in line with policies on equality, diversity, confidentiality, infection prevention and health and safety.
Person specification
Qualifications and Training
Essential criteria
- GCSE English / Maths and ICT or equivalent at grade 4 or above.
Desirable criteria
- NVQ 3 in Customer Service, or equivalent.
Knowledge and Experience
Essential criteria
- Previous customer service experience.
- Geographical knowledge of SCAS commercial areas.
- Experience of working in a busy office environment.
- Skilled use in all latest Windows and Microsoft software e.g. operating systems and Word, Excel
Desirable criteria
- Logistical background.
- Radio communication experience.
- Map reading skills.
Skills and Aptitudes
Essential criteria
- Ability to effectively prioritise own workload.
- Ability to escalate problems / enquiries as necessary.
- Ability to work under own initiative and think constructively under pressure.
- Good communication skills, confident telephone manner.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Sian Cardy-Johns
- Job title
- Contact Centre Manager
- Email address
- [email protected]
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