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
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. Training will be provided, and you will work as part of a supportive team committed to SCAS values: Teamwork, Innovation, Professionalism and Caring.
Main duties
* 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.
About Us / Benefits
* 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 8 bank holidays (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 access to Employee Assistance Programme and Health and Wellbeing Team.
* NHS Discounts in over 200 stores.
* Staff networking groups (as a member, ally or for interest).
Details
Date posted: 12 March 2026
Pay scheme: Agenda for change | Band 2
Salary: £24,465 per year pro rata
Contract: Permanent | Working pattern: Full-time
Location: Southern House, Sparrowgrove, Otterbourne, SO21 2RU
Reference: 195-26-329-PRA
Job Description
Job responsibilities
* What Were Looking For:
o Strong communication and customer service skills
o Ability to work in a busy contact centre environment
o Professional, courteous and patient approach
o Willingness to learn and adapt
* Role Details:
o Job Title: Non Emergency Patient Transport Service Call Handler (NEPTS)
o Department: Patient Transport Services Contact Centre, Otterbourne Winchester
o Pay Band: Band 2 + Unsocial Hours Allowance (Agenda for Change)
o Hours: Full Time
Working Pattern
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 7-week rota. Shifts vary in length between 6 and 11.5 hours; pattern is static and repeats every 8 weeks. Average 37.5 hours per week.
Training / Start Date
Training begins on 29 April 2026 for 3 classroom days at Southern House, Otterbourne Winchester (08:00–16:00). This is followed by a crew day and eLearning, then observation shifts before joining the rolling rota. A Standard DBS check is required.
Person Specification
Essential
* Qualifications and Training: GCSE English / Maths and ICT or equivalent at grade 4 or above.
* Knowledge and Experience: Previous customer service, geographical knowledge of SCAS areas, experience in a busy office, proficient in Windows/Microsoft Office.
* Skills and Aptitudes: Ability to prioritise workload, escalate problems, work under pressure, good communication and a confident telephone manner.
Desirable
* NVQ 3 in Customer Service or equivalent
* Logistical background
* Radio communication experience
* Map reading skills
Other
Disclosure and Barring Service (DBS) check required. This post is subject to the Rehabilitation of Offenders Act and a Disclosure to the DBS. Certificate of Sponsorship may be required for skilled worker sponsorship. Guidance on overseas criminal record checks is provided by UK Visas and Immigration.
Employer details
Employer: South Central Ambulance Service NHS Foundation Trust
Address: Southern House, Sparrowgrove, Otterbourne, SO21 2RU
Employer's website: https://scasjobs.co.uk/
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