Job overview
Emergency Call Taker – Make a Difference When It Matters Most
A child is trapped beneath a fallen tree.
Someone suddenly collapses and stops breathing.
There’s been a serious road traffic collision.
A caller is standing on a bridge, overwhelmed and in crisis.
In moments like these, people dial 999.
As an Emergency Call Taker, you will often be the very first person a caller speaks to in some of the most difficult moments of their life. Your calmness, compassion, and ability to think clearly under pressure can make a real difference.
Can you stay focused when others are distressed?
Can you ask the right questions, provide reassurance, and support callers through critical situations?
If so, this could be the role for you.
No two calls are ever the same. One moment you may be helping coordinate a life-saving emergency response, and the next you could be supporting a new parent through the safe arrival of their baby.
This is a fast-paced, challenging, and highly rewarding role where you will be part of a team dedicated to helping people when they need it most.
Main duties of the job
This role is based on-site and does not support remote working. You will need to work from our Emergency Operations Centre in Otterbourne, Hampshire.
* Based is Southern House HQ - Otterbourne
* Must be 18+
* Right to work in the UK (no visa sponsorship available)
* Training courses available from July 2026 onwards
If you’re ready for a role that challenges you, energises you, and calls on your resilience throughout the day, we’d love to hear from you!
You don’t need medical experience — just:
* Compassion
* Confidence
* Clear communication
* Resilience (requires resilience and emotional awareness throughout the shift)
* A genuine desire to help others
Please do review the job description and person specification for full details and requirements for the role.
Working for our organisation
Why You’ll Love Working with Us
Starting at £13.17 per hour, plus generous NHS pay enhancements:
* +35% uplift (up to £17.78/hr):
Saturdays & weekday nights
* +69% uplift (up to £22.26/hr):
Sundays & bank holidays
And of course — the full package of NHS benefits, including:
* 27–33 days annual leave (pro rata)
* NHS pension
* Huge national discounts (retail, travel, leisure, tech & more)
* Free parking
* Employee Assistance Programme
* Full-time & part-time shifts available
This is your chance to build an NHS career with real progression and stability.
Detailed job description and main responsibilities
· We provide a comprehensive training programme designed to support you every step of the way.
Your Training Journey
* First 4 weeks: Classroom training, Mon–Fri, 08:00–16:00
* Next steps:
o 10 one-to-one coaching shifts.
o 8 shifts, 5 calls from your final 2 shifts will be selected randomly for audit.
o Final sign-off observation with Education Team.
These will be full-time hours, and attendance is mandatory throughout the programme.
Ready to make a difference?
Join a team that saves lives, supports communities, and values every single person who walks through the door.
The Application Journey
1. Online Application — tell us why you’re a great fit
2. Online Assessments — listening, problem-solving & critical thinking
3. Interview — your chance to shine
Apply now — your future with NHS Emergency Call Taker starts here.
If you have any queries relating to disability and the role or recruitment process, get in touch at: EOC.recruitment@scas.nhs.uk
Please note – original qualification certificates to meet the person specification for this role will be required, if you don’t have copies of these, you will need to request replacement certificates by visiting: gov.uk/replacement-exam-certificate.
Person specification
Qualifications & Training
Essential criteria
* GuidanceScore Good standard of education (i.e 2 GCSEs at Grade 4 or above including English) or equivalent demonstrable experience
Knowledge & Experience
Essential criteria
* Experience of working in a customer focused environment
* Experience of using a computerised system
Desirable criteria
* Geographical knowledge of the Operational area
* Experience of working in a call centre
* Experience of working rotating shifts
* Previous NHS experience
* Previous experience of patient care
Skills & Aptitudes
Essential criteria
* Attention to detail and accurate data entry skills.
* Ability to use communication and computerised systems.
Desirable criteria
* Map reading.
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.