ICC Call Handler - Middlebrook, Bolton

Job overview

Location: based at our Integrated Contact Centres (ICC) in Middlebrook, Bolton. Salary: Band 3. Basic pay £24,937 rising to £26,598 after two years. (Basic pay excludes shift enhancements/unsocial hour payments). Are you someone who thrives in high-pressure environments?

Do you have a passion for being the first point of contact for those in need when they need us the most?

Can you provide a voice of reassurance and support? If so, North West Ambulance Service is looking for individuals like you to join our team and make a real difference. Join our team - and take on a vital role as an ICC call handler You will need good data entry skills and a high standard of keyboard/typing ability. Experience in a call centre or customer service environment is advantageous. We are seeking individuals with a passion for excellent customer service, strong communication skills, and the resilience to thrive in a role that is both challenging and rewarding. 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

Main duties of the job

As a Call Handler you will be the main point of contact for the person at the other end of the line. Your role is to manage a variety of calls from a wide range of different patients with care and compassion. No day will ever be the same - This is a highly pressurised environment where you may be in contact with people in extremely vulnerable or stressful situations; our callers can be upset, angry, anxious or hysterical. For this we ask you would need to be confident in dealing with a range of people in varying situations, able to work in a fast-paced environment and must be adaptable to change quickly. We ask that you considering these points carefully before applying.  Your role is to gather as much information as possible, assess the call, and provide clear, correct advice or instructions that could potentially save a life, remaining calm and reassuring under pressure. Your support will make a difference to lives and requires people who can be there for those that need it, sometimes in the face of adversity and trauma.

Detailed job description and main responsibilities

• 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.  It is recommended that you read the Job Description and Frequently Asked Questions attached to this advert for further details before applying. Full training will be given to the successful candidates. Initial training will be up to 10 weeks, full-time, with no annual leave permitted during this period. 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. 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. 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. Shifts - Shift patterns / details associated to this job advert, and present in the attached FAQ are examples only. Please note rota patterns are subject to change in line with service delivery and/or business demand, staff will be given adequate notice of any changes.

Relief Rota  You will work a variety of shifts, including days, nights, weekends, and bank holidays (e.g., Christmas Day, Eid, New Year’s Eve). Shifts will be allocated via a relief rota.  ❖ The rota system at present is on a Relief Rota  ❖ You are to be contracted to hours not days, with this shift lengths and shift patterns you work varying subject to the operational needs and demands of the business. You may be asked to work anything from 8,9,10,11, or 12-hour shifts including overnight shifts for example. Notice will be given of any changes.  ❖ At present earliest shifts start from 06:00 and latest shift ending 02:00  ❖ This is a 24 hour 7 days a week service.  ❖ Under the relief rota at present, staff will be allocated any shifts between the hours of 0600 (start) – 0200 (finish) depending on the needs of the service – To consider staff wellbeing consecutive shifts will have similar start times. (Usually working to a 3hr window)  ❖ Staff will tend to work 3 out of 4 weekends.  ❖ Staff will have 4-6 weeks’ notice of their allocated shifts.  ❖ Where possible rest days will be scheduled together. At present the shift pattern (999 /111) is 4 days per week with x3 days at 9hrs and x1 day at x9.5 hrs (if full time) rota patterns are subject to change and working shift lengths can vary and are subject to change at any time and in such circumstances.

Assessments and Interviews will be carried out on separate date:

• Assessments will take place on : 04-March-2026 Interviews will be conducted on: 07-March-2026 for those who successfully pass the assessment.  Both will be conducted at the Middlebrook Site. 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.