Job summary
- Main area
- Admin
- Grade
- NHS AfC: Band 2
- Contract
- Permanent
- Hours
- Full time - The Call Handlers work on a Rolling Rota over 7 days per week between 0800am and 2000pm
- Job ref
- 195-26-329-PRA
- Employer
- South Central Ambulance Service NHS Foundation Trust
- Employer type
- NHS
- Site
- Southern House
- Town
- Otterbourne
- Salary
- £24,465 pro rata, per annum
- Salary period
- Yearly
- Closing
- 22/03/2026 23:59
Employer heading
Non Emergency Patient Transport Call Handler
NHS AfC: Band 2
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Job overview
Contact Centre Non Emergency PTS Call Handler - Patient Transport Services (NEPTS)
South Central Ambulance Service NHS Foundation Trust (SCAS)
Band 2 + Unsocial Hours Allowance | Full Time | Permanent
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.
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
Benefits we offer:
- Full training and a range of courses which you can book locally.
- Holiday entitlement of 27 days, rising to 29 days after 5 years’ service and 33 days after 10 years’ service, plus an additional 8 days bank holiday (pro rata for part time).
- Automatic enrolment into the NHS Pension Scheme.
- Access to continual professional development within SCAS and the wider NHS.
- Occupational Health support and direct access to our Employee Assistance Programme as well as our own Health and Wellbeing Team.
- NHS Discounts in over 200 + stores saving money on holidays, days out, car insurance, restaurants, clothing and much more.
- Ability to join our staff networking groups (as a member, ally or just for interest).
Corporate Induction
It’s really important for us to ensure you have the best onboarding experience which allows you to feel a sense of belonging from the start. To help with this, we will book your Corporate Induction as soon as we possibly can (depending on availability).
All new starters need to attend our *Corporate Induction in person, this is held over one and half days from our educational centres based in: Newbury (Berkshire), Bicester (Oxfordshire) or Whiteley (Hampshire). More specific details will be sent to you once your start date has been confirmed.
*Please note – depending on your role additional training may be required following on from your corporate induction.
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)
- Department: Patient Transport Services – Contact Centre, Otterbourne Winchester
- Pay Band: Band 2 + Unsocial Hours Allowance (Agenda for Change)
- Hours: Full Time
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 7‑week rota. The rota includes varying shift lengths between 6 hours and 11.5 hours; however, the pattern is static and repeats every 8 weeks, meaning your shift pattern is predictable and does not change from cycle to cycle. Your working hours will be averaged of 37.5 hours per week.
Training/Start date for the role:
Training will begin on Wednesday 29th April 2026 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.
A Standard DBS check will be required for this role.
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
- Anna Muncey
- Job title
- Contact Centre Manager
- Email address
- [email protected]
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