Senior Call Handler | North West Ambulance Service NHS Trust
Employer:
North West Ambulance Service
Location:
Horwich, Bolton, BL6 6PQ
Pay:
Contract Type:
Permanent
Hours:
Full time
Disability Confident:
No
Closing Date:
06/06/2026
About this job
ICC Senior Call Handler
* Internal Applicants Only The role of Senior Call Handler supports the Integrated Contact Centre (ICC) by conducting quality assurance audits on NHS 111, 999, and dual-trained call handlers using NHS Pathways.
It involves delivering preceptorship and coaching to new and developing staff, ensuring adherence to call handling protocols and national standards.
The post holder works closely with management and training teams to improve call quality and performance, supports the Non-Clinical Hunt Group (NCHG), and maintains their own skills and NHS Pathways license Key Responsibilities: · Conduct quality audits and evaluate call performance against national standards. · Identify trends and provide actionable feedback and improvement plans. · Deliver constructive feedback to individuals and support learning needs through CPD and training resources. · Analyse call and performance data to support decision-making and investigations. · Maintain proficiency in call handling, software systems, and NWAS tools. · Develop and share training aids; promote peer/self-audit culture. · Act as a preceptor and mentor for new and developing staff. · Provide non-clinical support 24/7 via the NCHG and escalate clinical concerns appropriately. · Participate in major incident support and maintain frontline resilience when needed. · Travel between ICC sites and adapt to evolving responsibilities in line with service changes. · Carry out SMART Target audits to support Call Handlers in identified areas of deviation.
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.
Please ensure you have read the full job description and person specification carefully before submitting your application This advert closes on Wednesday 20 May 2026
Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).
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