Pay: £13.00 per hour whilst training and £13.13 per hour once the shadowing phase is passed. Enhancements for shifts from 20:00-24:00 Mon–Fri 30% and all day on Saturday and Sunday 45%
Hours: Minimum 16 hours per week
Part‑time contracts available, including flexible and fixed hours
We are looking for evening and weekend staff.
Overview of Role: You will be joining a team dedicated to supporting our community in some of their worst times. If you thrive in a fast‑paced environment, 111 is an ideal role.
This role is rewarding. By challenging callers we make a real impact, ensuring assessments are timely, accurate and supportive, providing a service that benefits the local community.
Main duties of the job
The role of a 111 Health Advisor is highly varied, with no two days the same. Patient care is our utmost priority, and you will remain calm and professional when dealing with high call volumes and distressed customers. Responsibilities include supporting a mental‑health‑based call, talking someone through CPR, and raising an ambulance. FCMS Health Advisors answer approximately 27,400 calls per week.
Flexibility to work a variety of shifts is essential. FCMS provides the 111 service between 7am and 12 midnight, 365 days a year. Therefore you must be able to work evenings, weekends and bank holidays.
We are seeking part‑time staff with a requirement to work a minimum of 16 hours per week for the first six months.
Job responsibilities
By telephone, provide a fast, accurate and effective 111 service to patients in an emergency setting, identifying the best route of care based on their symptoms.
Take, record and process highly personal information accurately using nationally recognised software. IT skills are important.
Save lives and support callers through physically and emotionally challenging situations.
Pass assessments at regular stages of the training course, which includes a 150‑hour intensive programme (NHS Pathways), two exams with a 70% pass rate, and 75 hours of shadowing after completion.
Provide professional and high‑quality telephone call‑taking service for local healthcare services including district nurses and GP practices.
Gather essential information quickly while remaining polite and courteous, routing patients to the best care in the quickest time possible.
Follow strict procedures and protocols to ensure patient safety. Maintain full confidentiality at all times.
Work effectively under pressure while remaining sensitive to the caller’s needs.
Perform clerical work, data input and other duties relevant to FCMS (NW) Ltd activities.
Be flexible and support care delivery from 0700–2400, seven days a week.
The role offers opportunities for daytime, evening and weekend work, especially during bank holidays when 111 calls increase.
We welcome applications from candidates of diverse backgrounds.
Required experience: previous experience in a busy telephony‑based or customer‑service role, or a desire to work in this environment.
Key expectations: self‑awareness, authenticity, adaptability, openness, positivity, generosity, fun, and a sense of humour.
About us
FCMS is a social enterprise, health and wellbeing services provider committed to keeping patients and callers central to all we do. We invest in our staff to maintain high standards and deliver award‑winning services.
Benefits
* £13.00 per hour whilst training; £13.13 per hour post‑training, with shift premiums.
* Cycle to Work Scheme
* Attendance Bonus
* Free tea & coffee
* Eye care contributions
Disability confident employer
We guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.
Safeguarding
Safeguarding is the responsibility of all FCMS employees. All employees, including the postholder, must act to safeguard the health and wellbeing of children and vulnerable adults, following FCMS Safeguarding policy and mandatory safeguarding training.
DBS
This post requires submission to the Disclosure and Barring Service to check for any previous convictions, including a valid ID check, occupational health, references and eligibility to work in the UK.
Person specification – Values and behaviours
* Commitment to providing a service that meets the demanding needs of patients.
* Ability to work effectively in a team to achieve shared goals for the patient’s interest.
* Willingness to accept and act on feedback to enhance performance.
* Dedication to providing service that one would wish for family and friends.
Experience
* Knowledge of working in this environment.
* Excellent interpersonal skills, including verbal and written communication while inputting information.
* Ability to remain calm under pressure.
* IT skills and confidence to input data orally.
* Excellent organisational skills to deliver great care.
* Competent, reliable, conscientious, and capable of working independently while maintaining confidentiality.
* Flexibility of working hours to support core needs of 111 service delivery, including annual leave and sickness.
* Experience in a health‑care setting.
* Customer service experience.
Demands of the role
* Ability to speak to people by telephone in a busy virtual care setting.
* Pass all assessments in training (150 hours) and complete shadowing to demonstrate competence.
* Manage mental pressure while receiving calls about a variety of symptoms, including mental health, declining illness and serious injury.
Qualifications
* GCSE/O Level English and Maths
Equal opportunity and EEO statement
FCMS is an equal opportunity employer and actively promotes a diverse workforce. We do not discriminate on any grounds.
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