Job summary
- Main area
- Emergency Control
- Grade
- Band 3
- Contract
- Permanent
- Hours
- 37.5 hours per week (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.)
- Job ref
- 242-4816
- Employer
- North West Ambulance Service NHS Trust
- Employer type
- NHS
- Site
- Middlebrook
- Town
- Bolton
- Salary
- £24,937 - £26,598 PA
- Salary period
- Yearly
- Closing
- 21/10/2025 23:59
Employer heading
ICC Call Handler - Middlebrook, Bolton
Band 3
North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.
The Trust is currently under-represented in terms of staff from black and minority ethnic backgrounds. We encourage applications from all backgrounds to improve the diversity of our workforce and to better reflect the communities we serve to provide the right care, at the right time, in the right place; every time.
The Trust reserves the right to close this vacancy early if a large number of applications are received.
Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion. When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.
We also offers a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.
Job overview
Location: based at our Integrated Contact Centres (ICC) in Middlebrook in Bolton.
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 gov.uk. 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.
Main duties of the job
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.
Working for our organisation
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.
Detailed job description and main responsibilities
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.
999 / HA Rota's – PTS Rota's to be confirmed:
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)
· Shifts lengths can vary and could be 7 / 8 /10 or 12hrs
· Consecutive shifts will usually have similar start times (within a 3-hour window) to support staff wellbeing.
· You will usually work 2 / 3 out of 4 weekends.
· You will receive at least 6 weeks’ notice of your shifts.
· Rest days will, where possible, be scheduled together.
This approach balances service demand and ensures fairness, flexibility, and service coverage while balancing staff wellbeing. .
Assessments will take place on either: 31-Oct-25 and or 3-Nov-25 at our Middebrook site and Interviews will be conducted on: W/E 08-Nov-2025 for those who pass the assessment. 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:
· 05-January-2026
·26-January-2026
We have organised some support sessions for those interested in this role to enable better understanding of this role the application and process. To book your place please click the link below to select a date and time you wish to attend:
https://forms.office.com/e/inTjFQ1dip
All employment checks will need to be successfully completed and approved 4 weeks before the course start date so your efficient cooperation with the recruitment team is greatly appreciated.
By joining NWAS, you will not only have the opportunity to grow your career but also play a crucial role in supporting your community. You will be the first voice someone hears when they need us most.
Person specification
Skills/Competencies
Essential criteria
- Keyboard / data entry skills.
- Competent and confident user of computer-based information systems.
- Demonstrable verbal & written communication skills.
- Ability to follow and interpret policy and procedures.
- Demonstrable effective listening, analytical and decision making skills
- Ability to deal with queries from the public/patients in a tactful and appropriate manner, demonstrating empathy and compassion
Qualifications, Knowledge & Experience
Essential criteria
- Educated to GCSE standard or equivalent (one of which must be English), or in the absence of such, previous call handling/customer service experience.
Values & Behaviours
Essential criteria
- Proactive in identifying opportunities for improvement and innovation.
- Ability to work as part of a team.
- Ability to use own initiative.
- Maintaining and understanding client confidentiality.
- Excellent interpersonal skills.
- Evidence of self-development and assisting others to develop.
- Commitment to punctuality, flexible shift working, and understanding of 365 day/24 hour rostering.
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.
Documents to download
Further details / informal visits contact
- Name
- HR Hub
- Job title
- HR Hub Team
- Email address
- [email protected]
- Telephone number
- 03451122018
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