Role overview
Could you reassure a parent whose child has had a minor head injury? Are you able to assist someone with a sore throat or toothache? Could you respond calmly and effectively to someone having a stroke or heart attack? At NHS 111, you\'ll handle a wide variety of calls – no two days are ever the same. This role requires emotional resilience and the ability to manage the pressures that come with supporting people in often stressful or distressing situations.
Please consider the demands of this role before applying.
Application process
* Application – online form answering questions that explain clearly how you meet the essential and desirable criteria for the role. Use the additional information section to provide information on all relevant experience.
* Assessment session – online assessment gauging listening, understanding, critical thinking and problem-solving skills. You will need access to a webcam and a laptop or PC (you will need to use a keyboard).
* Interview – online interview with a 111 Health Advisor Call Handler from the ambulance service, discussing your skills and experience and providing an opportunity to learn more about the role.
Responsibilities
* Provide supportive, patient-facing interactions via telephone and computer systems as part of NHS 111.
* Demonstrate calm, clear communication and decision-making in potentially stressful situations.
* Maintain accurate records and use appropriate computerised systems as part of the role.
Qualifications and experience
* Minimum requirements: Good all-round education (e.g., 2 GCSEs at grade 4 or above including English) or equivalent demonstrable experience in a similar role. For safeguarding reasons, this role is only open to people aged over 18.
* Desirable: NHS Pathways Trained; NVQ 2/3 in Customer Services or equivalent demonstrable experience.
* Essential experience: Experience in a customer/patient services environment dealing with the general public; experience using a computerised system; experience using a telephone as a regular means of communication in work.
* Desirable experience: Experience in a call centre; geographical knowledge of the operational area; experience working rotating shifts; experience in the voluntary or health sector; experience in patient care; knowledge of first aid and/or anatomy.
Working arrangements and eligibility
* This is an office-based position at our Milton Keynes location; remote or home working is not available.
* This role is not eligible for visa sponsorship.
* Fixed part-time rotas are available based on current service needs (see attached).
* We are welcoming new team members for upcoming training courses in December and January. Spaces are limited and the advert may close early if high volumes of applications are received.
Benefits and additional information
* We offer a competitive hourly rate of £12.79 per hour plus unsocial allowances for specific shifts (e.g., weekends and night hours).
* All-day Saturday availability and certain after-hours shifts carry enhanced rates; Sunday and public holidays also receive enhanced rates.
* Full training and a range of courses; holiday entitlement of 27 days rising with service; automatic enrolment into the NHS Pension Scheme; access to continual professional development.
* Occupational health support, employee assistance programme, health and wellbeing team, NHS discounts, and opportunities to join staff networks.
* Free car parking.
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