Introduction
We will provide full training in a warm, friendly environment in our Emergency Call Centres. Our comprehensive training programme:
Training Programme
* 9 weeks full‑time training
* Training is full‑time even for part‑time applicants
* Must attend due to Pathways licence requirement
* First 3 weeks: classroom training Monday‑Friday, followed by 6 weeks of observation and mentoring before going “live”.
Location & Commute
This is a fully office‑based role at NHS 111/999 contact centres in Medway, Kent or Crawley, West Sussex. Applicants must live within approximately 45–60 minutes of the centre; applications outside this distance will not be progressed.
Relocation
If you are planning to relocate, please include details and timescales in your supporting statement.
Role Overview
* Our 999 Emergency Call Handlers are caring, empathetic and have strong communication skills.
* They work flexibly and are happy to cover a 24/7 shift pattern, including nights, weekends, and shifting hours.
* This role can be demanding, challenging, and ultimately very rewarding; it requires resilience and empathy in stressful, emotional situations.
* Applicants must demonstrate personal commitment, drive, passion, and the resilience to work in a high‑pressure environment.
Responsibilities & Skills
* Work well within a team and independently.
* Fast and accurate typing skills.
* Good level of education or equivalent experience.
* Remain calm under pressure, problem‑solving ability, excellent interpersonal skills and an empathetic nature.
* Education to GCSE or Functional Skills (or evidence of using Maths/English to GCSE level or higher, Level 2 in Customer Service or Health & Social Care, previous public communication experience).
* Ability to communicate with varied people, build rapport.
* Experience working in a computer‑based role with strong IT skills.
* Experience working in a team or with stakeholders across various settings.
Application Requirements
Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a DBS check to verify no previous criminal convictions.
Shift Pattern
As a 24/7 service, this role involves varied shift patterns including early, late, night, and weekend shifts on a rota. Rotas are fixed to ensure patient safety. If you require to work nights only, this can be accommodated.
Benefits
* Competitive salary of £24,937–£26,598 with potential earnings up to £30,000 per annum.
* Unsocial hours enhancements: shift bonus for hours 8 pm–6 am (Mon‑Fri) and all‑day Saturday (£17.21 per hour); Sunday & public holidays (~£21.54 per hour).
* 35 days annual leave inclusive of bank holidays (pro‑rata).
* Flexible working hours on rota pattern.
* Free parking.
* Blue Light discount card.
* Generous NHS pension scheme.
* Award‑winning wellbeing hub.
* Staff networks.
* Training and development.
* Salary sacrifice schemes for cars or push bikes.
* Access to occupational health.
* Enhanced DBS check.
* Bonus scheme.
* For staff new to the NHS, the starting salary will be the bottom point of the band they are appointed to.
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