ICC Call Handler - Middlebrook, Bolton

Job overview

It is recommended that you read the Job Description and Frequently Asked Questions attached to this advert for further details before applying. This is a vital role where you will start your training as an ICC Call Handler in one of our contact centre areas – 999, 111 or Patient Transport Services. In time you will be placed on conversion classes covering all three areas, this is mandatory to the role (you will initially be allocated to one area which would primarily be 999, 111 and/or PTS). Each stage of the conversion training will include practical experience of working in that area. This offers a clear and structured career pathway, with ongoing development and training to support you in becoming fully skilled and competent ICC Call Handler.

Assessments will take place on: 15th May2026

Interviews will take place on : 16th May 2026

Dates may be subject to change.  Course Training period: 15.06.26 – 16.08.26 (9 weeks)

No leave permitted within the above training weeks – Courses run Full Time 37.5hrs pw.

We have organised some support sessions for those interested in this role to enable better understanding of this role, the application and recruitment process.

To book your place please click the link below to select a date and time you wish to attend, and you will be emailed a link to join your selected Teams session.

ICC Call Handler Support Session Registration Form -Bolton & Liverpool Vacancies.   – Fill in form

Main duties of the job

You will be placed on a training period with a full classroom programme to allow you to undertake the role. Continued employment is conditional upon the successful completion of the mandatory training programme, which includes all required assessments and a preceptorship period. You must achieve a satisfactory pass in all components of this programme within 10 weeks from you start date.

Failure to meet this requirement will be treated as a capability issue under the Employment Rights Act 1996 and NWAS Workforce Performance Management policy and procedure. If you do not successfully pass any aspect of the training course within the specified timeframe and to the required standard, the Trust reserves the right to terminate your employment on the grounds that you are unable to perform the role for which you were employed. North West Ambulance Service NHS Trust is committed to building a workforce that reflects the diverse communities we serve across the North West. We recognise that people from Black and Minority Ethnic (BME) backgrounds are currently underrepresented and as part of our positive action approach, we offer additional application guidance to help BME applicants feel confident throughout the recruitment process. Please click on the following link to request support - Positive Action Recruitment Support – Fill in form

Detailed job description and main responsibilities

Due to the nature of the hours only applicants over the age of 18 can apply for this role. We currently offer full-time positions (37.5 hours per week) but may consider 30+ hours (Although commitment to fulltime training would be required). All training is fulltime 37.5 hrs per week.

This service runs 24/7 365 days a year - A full range of shifts will need to be covered, including bank holidays, public holidays, weekends and include working nights / early hours. Please read FAQ for details on shifts  - Relief Rota, Flexibility is required. If multiple adverts out candidates will only be invited to one site and will receive one interview and assessment therefore please ensure you apply for the correct location in which you would like to be based. Assessments will need to be passed before the candidates can progress to interview. Visa sponsorship is not possible for this role for either candidates or existing employees. The skill level and salary for this role does not meet the eligibility criteria for Skilled Worker/ Health and Care Worker visas as set out at gov.uk. Graduate visa holders should have no expectation of long-term employment through sponsorship. Additionally, your visa conditions and validity period must allow you to work in the role question and for a suitable period to allow training and execution without requiring sponsorship