Job overview
The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a 999 Call Handler.
The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential.
The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.
You must be over the age of 18 to apply for this position.
This role is not eligible for sponsorship as per the Governments UK VISA and Immigration Rules and Regulations. For more information please visit https://www.gov.uk/browse/visas-immigration/work-visas
Main duties of the job
As part of the role you will liaise with members of the public as well as Health Care Professionals and good communication and customer care are essential skills required by the post.
You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
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.
Person specification
Other
Essential
- Able to commute to work in unsociable hours, for regular shift work, including weekends and public holidays.
Experience
Essential
- Dealing with the public on the phone
- Working as part of a team
- Good Telephony skills
Desirable
- Health Service experience
- Experience of working in a call entre environment
- Experience of working within a multi-disciplinary, multi-agency team
Skills and Attributes
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.
- Able to work independently or as part of a team
- Self-Motivated
- Flexible approach to work
- Ability to follow and interpret policies and procedures
- Ability to work under pressure and remain calm
- Analytical approach to work
- Ability to use critical thinking skills
- Punctual
Desirable
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
- Evidence of self-development
- Evidence of assisting others to develop
Qualifications and Knowledge
Essential
- Minimum 5 GCSE’s at Grade C or above, including Maths and English (or equivalent)
- Ability to work within clearly defined limits
- Ability to add value and exercise own initiative
- To undertake AMPDS course upon commencement of the post
Desirable
- NVQ Level 2 in a professionally related subject
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Applying for this NHS job
This advert is for Call Handler (999) with Welsh Ambulance Service NHS Trust in Newport, Newport, Wales. It is listed as a Band 3 Ambulance and emergency care role. The advertised salary is £26,813 - £27,890 per annum. The contract type is Permanent. The application deadline is 13 Jul 2026.
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