Ambulance Liaison Assistant (PTS Call Taker)

Job summary

We are looking to recruit an assertive, confident Call Handler to take bookings for patient transport and deal with queries.

Working from Ambulance Headquarters in Newburn, Newcastle, you will be responding to a high volume of calls from healthcare staff, GP Surgeries, patients and colleagues.

The ability to make considered decisions, respond quickly, probe for essential information pertinent to the transport request are key.

You will have a good aptitude for computer based systems as you will be working with a number of different packages to ensure our patients get first class care. You will be expected to have good keyboard skills.

Working 37.5 hours per week, Monday to Friday, working between 8am - 6pm and you will be given your shift pattern 4 weeks in advance.

The ideal candidate should have experience of call handling and excellent customer service / PC skills ideally gained from a Call Centre environment or possess 3 G.C.S.Es at grade C and above including Maths, English (or equivalent) and have a real commitment to making a real difference.

In return you will receive a competitive benefits package and the knowledge that your actions are positively impacting the service we offer our community.

Main duties of the job

As an Ambulance Liaison Assistant you will be the first point of contact for queries regarding patient transport services.

Taking a high volume of calls from healthcare staff, GP Surgeries, patients and colleagues.

Utilising our bespoke computer system to record patients details and assess their eligibility to access our patient transport system.

Working with a close-knit team of people who are passionate about helping our community.

About us

We employ 3,500 staff in 63 locations and serve a population of 2,600,000 in Northumberland, Tyne & Wear, County Durham, and Tees over 3230 square miles.

Many people think the job of the ambulance service is to collect patients and take them to hospital, but we do much more!

Paramedic skills have developed hugely in recent years, meaning we carry out more treatment at the scene and en-route to hospital.

We have a dedicated clinical assessment service that allows us to provide patients with the most appropriate care from the beginning of the patient journey.

We have a specialised branch of the Trust called HART which deal with explosions or terrorist attacks.

Ultimately patients are the heart of everything that we do to support our mission of "safe, effective and responsive care for all".

We value and respect the diversity employees bring to our workplace. We recruit a workforce that reflects the community we serve, and welcome applications from people from all backgrounds. To ensure we deliver on our aims in relation to diversity and inclusion we assess ourselves against a range of frameworks. We are ENEI Gold employer, Disability Confident Leader, Dyslexia Smart Award employer, Dementia Friendly, and part of Mind Blue Light programme and the Race at Work Charter from the Princes Responsible Business Network and are achieving across all objectives in NHS Equality Delivery System.

Details

• Date posted: 15 July 2026
• Pay scheme: Agenda for change
• Band: Band 2
• Salary: £25,272 a year pro rata
• Contract: Permanent
• Working pattern: Full-time
• Reference number: 340-ALA-07-26
• Job locations: Bernicia House, Goldcrest Way Newburn Riverside Business Park, Newburn, NE15 8NY, United Kingdom

Job responsibilities

Please see the job description and person specification attached for further information on the role.