• Job Description

  Req#: C9020-25-0116?language=en&page=737&sort=publicationDateDesc

  Job summary

  NHS 111 Wales, Call Handler, Cwmbran

  Permanent - full time - 37.5 hours per week / part time - shift work .

  Location: NHS 111 Wales, Vantage Point House, Cwmbran, Gwent NP44 7HF.

  Salary £24,433 - £26,060 per annum pro rata plus shift enhancements for unsociable hours.

  Contracted hours available - full time 37.5 and part time 30 / 22.5 all on a fixed rota. Rota's attached.

  Please specify in your application how many hours and which rota you would like to apply for.

  Main duties of the job

  Can you remain calm and assertive in challenging situations? Are you looking for a rewarding role where no two calls are the same? Do you have the right attitude and skills to help us deliver our Mission of Right Care, Right Place, Right Time?

  You will be answering calls from the public for the NHS 111 Wales Service (part of the Welsh Ambulance Service NHS Trust).

  The ability to actively listen, make considered decisions and respond quickly and confidently is key to this role. The successful applicants will need to demonstrate they have worked as part of a team, ideally with a call centre background and will possess excellent communication skills. Excellent computer and keyboard skills are required as you will be entering patient information speedily and accurately onto a computer system.

  Equally important is an ability to treat our patients with dignity, empathy and respect. For successful candidates, training will be provided and paid on a full-time basis (daytime hours for 5 weeks) and you must be able to commit to this and complete the training.

  The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

  You must be aged 18 or over to start in this role.

  Please note we are unable to offer sponsorship for this post.

  About us

  #RemarkablePeopleOur workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.

  The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

  Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.

  In line with the Trust's Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

  Details

  Date posted

  28 May 2025

  Pay scheme

  Agenda for change

  Band

  Band 3

  Salary

  £24,433 to £26,060 a year per annum, pro rata

  Contract

  Permanent

  Working pattern

  Full-time, Part-time

  Reference number

  020-ACS030-0525

  Job locations

  Vantage Point House

  Ty Coch Way

  Cwmbran

  NP44 7HF

  
  

  Job description

  Job responsibilities

  You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

  Job description

  Job responsibilities

  You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

  Person Specification

  Qualifications

  Essential

  • Minimum 5 GCSEs or equivalent

  Desirable

  • NVQ Level 3 or equivalent

  Experience

  Essential

  • Dealing with the public on the phone
  • Working as part of a team
  • Good telephony skills

  Desirable

  • Experience of working in a call centre environment
  • Health service experience

  Skills

  Essential

  • Excellent interpersonal skills
  • Excellent communication skills
  • Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills
  • Flexible approach to work
  • Sound IT skills
  • Able to use critical thinking skills
  • Problem solving skills
  • Ability to follow and interpret policies and procedures

  Desirable

  • Ability to speak Welsh

  Person Specification

  Qualifications

  Essential

  • Minimum 5 GCSEs or equivalent

  Desirable

  • NVQ Level 3 or equivalent

  Experience

  Essential

  • Dealing with the public on the phone
  • Working as part of a team
  • Good telephony skills

  Desirable

  • Experience of working in a call centre environment
  • Health service experience

  Skills

  Essential

  • Excellent interpersonal skills
  • Excellent communication skills
  • Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills
  • Flexible approach to work
  • Sound IT skills
  • Able to use critical thinking skills
  • Problem solving skills
  • Ability to follow and interpret policies and procedures

  Desirable

  • Ability to speak Welsh

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Certificate of Sponsorship

  Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

  From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

  Additional information

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Certificate of Sponsorship

  Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

  From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

  Employer details

  Employer name

  Welsh Ambulance NHS Trust

  Address

  Vantage Point House

  Ty Coch Way

  Cwmbran

  NP44 7HF

  
  

  Employer's website

  https://www.ambulance.wales.nhs.uk/en/5 (Opens in a new tab)

  Employer details

  Employer name

  Welsh Ambulance NHS Trust

  Address

  Vantage Point House

  Ty Coch Way

  Cwmbran

  NP44 7HF

  
  

  Employer's website

  https://www.ambulance.wales.nhs.uk/en/5 (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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