Job Summary
Join a fast‑paced, dynamic, and ever‑evolving service where every day brings a new challenge and a chance to make a real difference. At NHS 111 you’ll handle a wide variety of calls – no two days are ever the same. The role requires emotional resilience and the ability to manage the pressures of supporting people in often stressful or distressing situations. Please think carefully about the demands of this role before applying.
Responsibilities
* Support someone experiencing a mental health crisis
* Reassure a parent whose child has had a minor head injury
* Assist someone with a sore throat or toothache
* Respond calmly and effectively to someone having a stroke or heart attack
* Handle a wide variety of calls using the NHS 111 call‑handling system
* Follow NHS 111 protocols and escalation procedures
* Maintain accurate records and documentation of each call
* Participate in mandatory training and ongoing development programmes
* Support team members and contribute to continuous improvement initiatives
Essential Requirements
* Good all‑round education (e.g. 2 GCSEs at grade 4 or above including English) or equivalent demonstrable experience in a similar role
* Experience in a customer/patient services environment, dealing with the members of the general public
* Experience of using a computerised system
* Experience of using a telephone as a regular means of communication in a work environment
Desirable Requirements
* NHS Pathways trained
* NVQ 2/3 Customer Services or equivalent demonstrable experience
* Experience in a call centre environment
* Geographical knowledge of the operational area
* Experience of working rotating shifts
* Previous experience of working in the voluntary or health sector
* Previous experience of patient care
* Knowledge of first aid and/or anatomy
Benefits
* Full training and a range of courses 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 an additional 8 days bank holiday (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 direct access to the Employee Assistance Programme and the Health and Wellbeing Team
* NHS discounts in over 200 stores, saving money on holidays, days out, car insurance, restaurants, clothing and much more
* Ability to join staff networking groups (as a member, ally or just for interest)
* Free car parking
Remuneration & Working Pattern
Pay scheme: £24,937 to £26,598 a year per annum (band 3). All day Saturday (midnight to midnight) and any weekday after 8pm and before 6am – time plus 35% (currently £17.26 per hour). All day Sunday and public holidays (midnight to midnight) – time plus 69% (currently £21.61 per hour).
Contract: Permanent, full‑time.
Working pattern: Full‑time, no remote or home working. Fixed part‑time rotas are available based on current service needs.
Location
Milton Keynes, Buckinghamshire – MK5 8HJ
Employer Details
South Central Ambulance Service NHS Foundation Trust
Milton Keynes, Buckinghamshire
MK5 8HJ
Website: https://scasjobs.co.uk/
Recruitment Process
* Application online – complete the form answering how you meet the essential and desirable criteria.
* Assessment session – an online assessment gauging listening, understanding, critical thinking and problem‑solving skills (requires webcam and laptop).
* Interview – an online interview with a 111 Health Advisor Call Handler.
Other Information
Visa sponsorship is not available. This role is only open to people aged over 18 years. The advert may close earlier than the original deadline if applications are received in large numbers. Sponsors (internal corporate review) may receive priority depending on at‑risk status.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a DBS check.
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