Job requirements
Essential
12 listedRequirements the employer expects applicants to meet.
- Skills
Excellent interpersonal skills
- Skills
Excellent communication skills
- Skills
Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills
- Skills
Flexible approach to work
- Skills
Sound IT skills
- Skills
Able to use critical thinking skills
- Skills
Problem solving skills
- Skills
Ability to follow and interpret policies and procedures
- Experience
Dealing with the public on the phone
- Experience
Working as part of a team
- Experience
Good telephony skills
- Qualifications
Minimum 5 GCSEs or equivalent
Desirable
4 listedAdditional qualities the employer would prefer.
- Skills
Ability to speak Welsh
- Experience
Experience of working in a call centre environment
- Experience
Health service experience
- Qualifications
NVQ Level 3 or equivalent
Job overview
NHS 111 Wales, Call Handler, Swansea
Permanent - full time - 37.5 hours per week / part time - shift work .
Location: NHS 111 Wales, Matrix House, Parc Matrix, Swansea, SA6 8RE
Salary £26,813 - £27,890 per annum pro rata plus shift enhancements for unsociable hours.
Contracted hours available – full time 37.5 and part time 30 / 24 / 22.5 / 20 / 18 / 15 all on a fixed rota.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
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.
You must be aged 18 or over to start in this role.
Please note we are unable to offer sponsorship for this post.
Detailed job description and main 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.
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Welsh language skills are desirable
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Applying for this NHS job
This advert is for 111 Call Handler with Welsh Ambulance Service NHS Trust in Cwmbran, Wales. It is listed as a NHS 111 health advisor role. The advertised salary is £26813.00 to £27890.00. The contract type is Permanent: Contracted hours available – full time 37.5 and part time 30 / 24 / 22.5 / 20 / 18 / 15 all on a fixed rota.. The application deadline is 14 Oct 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (07 Oct 2026) to decide whether this role fits your current NHSjob search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
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