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. Advert 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) - Location: 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 8‑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: Interviews for this role are scheduled to take place on 20 th, 21 st and 22 nd April 2026. Training/start date will begin on Monday 1 st June 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. 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. We understand that some applicants may choose to use AI tools to assist with completing their application. While this is not against our guidelines, it’s important that your application remains an accurate and honest reflection of your own skills, experience, and achievements. Please ensure that any content generated or supported by AI truly represents you and your capabilities, as this will form the basis of our assessment throughout the recruitment process. We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable). Please be assured that any requests for reasonable adjustments will not negatively affect your application. As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff. You can find out more information here – scasjobs.co.uk/benefits