• Job Description

  Req#: U0051-25-0086?language=en&page=398&sort=publicationDateDesc

  Job summary

  Welcome to FCMS! Come and join our ever expanding team in Blackpool!

  We are looking for team members to provide fast, accurate and effective patient telephone call taking (operator) service to patients in an emergency setting for 111 to identify the best route of care for them.

  Why work here?

  You will be joining a team that is dedicated to supporting our community in some of their worst times. If you like a challenge and thrive working in a fast-paced environment, then 111 is an ideal role. This role is so rewarding. Through callers challenging times, we make a real impact; ensuring assessments are timely, accurate and supportive, providing a service that will benefit the local community, and no doubt some of our family and friends.

  The training course for this role is beginning Monday 6th October 2025.The training course is 2 weeks, full time Monday - Friday 10:00am - 4.30pm. You must be available to attend this full training session.

  Hours: Various hours available including evenings and weekends. Full/Part Time contracts available, including flexible and fixed hours. Minimum of 16 hours a week preferred, hours to be discussed at interview.

  Pay: £12.45 p/hr whilst training and £12.67 p/hr once the shadowing phase is passed. Enhancements are available for shifts from 20:00-24:00 Mon-Fri 30% and all day on Saturday and Sunday 45%

  Main duties of the job

  What will the role involve?

  The role of a 111 Health Advisor is a highly varied one and you can expect an incredibly busy work environment where no two days are the same. Patient care is our utmost priority, and you will remain calm and professional even when dealing with high call volumes and challenging or distressed customers. This is a hugely important role, and you can be supporting a mental health-based call, talking someone through CPR to raising an ambulance. FCMS Health Advisors answer approximately 27,400 call per week.

  • Flexibility to work a variety of shifts is essential in this role.
  • Nationally the 111 service is 24/7.
  • FCMS provide the 111 service between 7am 12 midnight, 365 days a year.
  • Therefore, you must be able to work shifts across evenings, weekends and Bank Holidays.
  • We are currently seeking part time staff with a requirement to work a minimum of 16hrs a week for the first 6 months at least.

  About us

  The ethos of FCMS as a social enterprise, health and wellbeing services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services.

  Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do.

  Come and be a part of our amazing team!

  • We offer NHS Pension
  • Cycle to Work Scheme
  • Career Development Opportunities
  • Attendance Bonus
  • Staff Benefit Scheme
  • Free Tea & Coffee
  • Eye Care Contributions

  Details

  Date posted

  18 August 2025

  Pay scheme

  Other

  Salary

  £12.67 an hour £12.45 whilst training £12.67 once shadowing phase is completed

  Contract

  Permanent

  Working pattern

  Full-time, Part-time

  Reference number

  U0051-25-0086

  Job locations

  Newfield House

  Vicarage Lane

  Blackpool

  Lancashire

  FY4 4EW

  
  

  Job description

  Job responsibilities

  The responsibilities of a 111 Health Advisor.

  • By telephone, to provide a fast, accurate and effective 111 service to a patient in likely an emergency setting to identify the best route of care for them dependant on their symptoms.
  • To take, record and process highly personal information received, with accuracy and concisely using nationally recognised software. Relevant information will need to be identified and logged as data on to a computer. IT skills are important.
  • Working in this role, you could save a life.
  • We fully support our health advisors and do require that they pass assessments at regular stages of their training course. The course consists of an intensive training programme right at the start of your journey with us. There is an expectation you complete some Pathways Pre-module learning before your start date which we send out to you two weeks prior to the course. Following this, we will train you on a programme called NHS Pathways, this requires approximately 150 hours of training to be able to use the software in a safe, effective, and efficient manner alongside any other recognised training for development. This is covered in a 2-week course where you need to be available every day, Monday to Friday. There are two exams during this period with a 70% pass rate. Failure to pass both exams will mean you sadly cannot continue your employment.
  • When you have completed the training course, we require approximately 75 hours of shadowing to run straight after the course has finished. The ideal situation is that you are available days, evenings and weekends. This is to mirror experienced call handlers in a live environment, but we can discuss your availability.
  • To provide a professional and high-quality telephone call taking service for local health care services i.e., District Nurses/GP practices.
  • To gather essential information in the least possible time while remaining polite and courteous we are trying to route our patients to the best care in the quickest way.
  • To always follow strict procedures and protocols this is a high-pressured role, and we need to ensure that the patient is safe at all times.
  • Ensure full patient confidentiality at all times.
  • Work effectively under pressure in a calm and confident manner whilst remaining sensitive to the callers and patients needs
  • To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities
  • To be flexible and work in a service that delivers care from 0700-2400, 7 days a week.
  • There is a lot of opportunity to work daytime, evenings and weekends. 111 calls increase when traditional GP care routes are closed, so Bank holidays are some of our busiest times, we expect that all our advisors work across this.
  • As the role involves keeping competencies and skills up to date, the minimum hours we would expect are 16 hours per week for the first 6 months in post at least and then it would be reviewed on an individual basis.

  We welcome applications from candidates from a variety of backgrounds as we want our 111 Health Advisors to reflect the diverse patient population we serve.

  This is a demanding role, working with members of the public in sometimes particularly difficult and distressing circumstances. To thrive in this role, previous experience in an extremely busy telephony-based role / care setting or customer service-based role OR a desire to work in this type of environment is necessary.

  DBS: This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be required that we will submit a Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Before you start, this will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references, and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

  Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy

  The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

  We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

  Job description

  Job responsibilities

  The responsibilities of a 111 Health Advisor.

  • By telephone, to provide a fast, accurate and effective 111 service to a patient in likely an emergency setting to identify the best route of care for them dependant on their symptoms.
  • To take, record and process highly personal information received, with accuracy and concisely using nationally recognised software. Relevant information will need to be identified and logged as data on to a computer. IT skills are important.
  • Working in this role, you could save a life.
  • We fully support our health advisors and do require that they pass assessments at regular stages of their training course. The course consists of an intensive training programme right at the start of your journey with us. There is an expectation you complete some Pathways Pre-module learning before your start date which we send out to you two weeks prior to the course. Following this, we will train you on a programme called NHS Pathways, this requires approximately 150 hours of training to be able to use the software in a safe, effective, and efficient manner alongside any other recognised training for development. This is covered in a 2-week course where you need to be available every day, Monday to Friday. There are two exams during this period with a 70% pass rate. Failure to pass both exams will mean you sadly cannot continue your employment.
  • When you have completed the training course, we require approximately 75 hours of shadowing to run straight after the course has finished. The ideal situation is that you are available days, evenings and weekends. This is to mirror experienced call handlers in a live environment, but we can discuss your availability.
  • To provide a professional and high-quality telephone call taking service for local health care services i.e., District Nurses/GP practices.
  • To gather essential information in the least possible time while remaining polite and courteous we are trying to route our patients to the best care in the quickest way.
  • To always follow strict procedures and protocols this is a high-pressured role, and we need to ensure that the patient is safe at all times.
  • Ensure full patient confidentiality at all times.
  • Work effectively under pressure in a calm and confident manner whilst remaining sensitive to the callers and patients needs
  • To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities
  • To be flexible and work in a service that delivers care from 0700-2400, 7 days a week.
  • There is a lot of opportunity to work daytime, evenings and weekends. 111 calls increase when traditional GP care routes are closed, so Bank holidays are some of our busiest times, we expect that all our advisors work across this.
  • As the role involves keeping competencies and skills up to date, the minimum hours we would expect are 16 hours per week for the first 6 months in post at least and then it would be reviewed on an individual basis.

  We welcome applications from candidates from a variety of backgrounds as we want our 111 Health Advisors to reflect the diverse patient population we serve.

  This is a demanding role, working with members of the public in sometimes particularly difficult and distressing circumstances. To thrive in this role, previous experience in an extremely busy telephony-based role / care setting or customer service-based role OR a desire to work in this type of environment is necessary.

  DBS: This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be required that we will submit a Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Before you start, this will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references, and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

  Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy

  The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

  We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

  Person Specification

  Qualifications

  Desirable

  • GCSE/O Level English and Maths

  Values & Behaviours

  Essential

  • Commitment to providing a service that meets the demanding needs of the patients.
  • Ability to work effectively in a team to achieve shared goals for the interest of the patient.
  • Ability to accept feedback for the opportunity to enhance performance.
  • A dedication to providing a service that you would wish your friends and family to receive.

  Skills & Capabilities

  Essential

  • Excellent interpersonal skills including verbal and written communication as you will be inputting whilst talking into the computer.
  • Ability to remain calm under pressure.
  • IT skills, and the confidence to input data as you talk.
  • Excellent organisational skills, there are lots of parts of the process to delivering great care.
  • Competent, reliable, and conscientious person who can work on their own initiative and maintain strict confidentiality.
  • Flexibility of working hours to support core needs of 111 service delivery, that can also include annual leave and sickness

  Experience

  Essential

  • Knowledge that you want to work in this environment

  Desirable

  • Telephony experience Health Care Setting
  • Customer Service experience

  Demands of the role

  Essential

  • To be able to speak to people by telephone in a busy virtual care setting.
  • Ability to pass all assessments in the training setting, to train for approximately 150 hours and then have appropriate shadowing to show competence in the role.
  • Mental pressure this role expects you to receive phone calls that discuss a variety of symptoms, that include mental health, declining illness, and serious injury

  Person Specification

  Qualifications

  Desirable

  • GCSE/O Level English and Maths

  Values & Behaviours

  Essential

  • Commitment to providing a service that meets the demanding needs of the patients.
  • Ability to work effectively in a team to achieve shared goals for the interest of the patient.
  • Ability to accept feedback for the opportunity to enhance performance.
  • A dedication to providing a service that you would wish your friends and family to receive.

  Skills & Capabilities

  Essential

  • Excellent interpersonal skills including verbal and written communication as you will be inputting whilst talking into the computer.
  • Ability to remain calm under pressure.
  • IT skills, and the confidence to input data as you talk.
  • Excellent organisational skills, there are lots of parts of the process to delivering great care.
  • Competent, reliable, and conscientious person who can work on their own initiative and maintain strict confidentiality.
  • Flexibility of working hours to support core needs of 111 service delivery, that can also include annual leave and sickness

  Experience

  Essential

  • Knowledge that you want to work in this environment

  Desirable

  • Telephony experience Health Care Setting
  • Customer Service experience

  Demands of the role

  Essential

  • To be able to speak to people by telephone in a busy virtual care setting.
  • Ability to pass all assessments in the training setting, to train for approximately 150 hours and then have appropriate shadowing to show competence in the role.
  • Mental pressure this role expects you to receive phone calls that discuss a variety of symptoms, that include mental health, declining illness, and serious injury

  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.

  Employer details

  Employer name

  FCMS

  Address

  Newfield House

  Vicarage Lane

  Blackpool

  Lancashire

  FY4 4EW

  
  

  Employer's website

  http://www.fcms-nw.co.uk/ (Opens in a new tab)

  Employer details

  Employer name

  FCMS

  Address

  Newfield House

  Vicarage Lane

  Blackpool

  Lancashire

  FY4 4EW

  
  

  Employer's website

  http://www.fcms-nw.co.uk/ (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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