# Non Emergency Patient Transport Call Handler BANK > NHS job listing from Job Clerk for South Central Ambulance Service NHS Foundation Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/non-emergency-patient-transport-call-handler-bank/08603cf7-43ff-4897-bee6-cb73d90dc045 - **Markdown:** https://www.jobclerk.com/job/non-emergency-patient-transport-call-handler-bank/08603cf7-43ff-4897-bee6-cb73d90dc045.md ## Summary - **Status:** Live - **Employer:** South Central Ambulance Service NHS Foundation Trust - **Location:** Northern Headquarters - **Workplace type:** onsite - **Profession:** Ambulance and emergency care - **Salary:** £25272.00 - **Contract type:** Permanent - **Employment type:** Flexible working, Other, 0 hours per week (BANK contract, up to 37.5 hours a week.) - **Closing date:** 2026-10-18T22:59:00.000Z - **Posted:** 2026-10-06T14:06:54.998Z - **Source information URL:** https://www.healthjobsuk.com/job/-v8347013 - **Application URL:** https://apps.trac.jobs/job-advert/8347013?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.scas.nhs.uk ## Job Content ### Job overview South Central Ambulance Service NHS Foundation Trust (SCAS) is looking for compassionate, customer‑focused individuals to join our Patient Transport Services (NEPTS) Contact Centre in Otterbourne, Winchester as a Call Handler. This is an exciting opportunity to play a key role in supporting patients and healthcare professionals across Hampshire and Milton Keynes. The Call Handler role also offers an entry‑level pathway into the Ambulance Service, providing valuable experience and a foundation for those wishing to develop a career within the NHS. About the Role As a PTS Call Handler, you will be the first point of contact for patients, GPs and other healthcare professionals, taking and processing transport requests in accordance with ICB approved eligibility. You will provide accurate information, update booking details, and ensure that all calls are handled professionally and efficiently. You will provide real time estimated time of arrivals and process any cancellations or changes to requests. You will work in partnership with Planning and Dispatch roles within the department. This role is ideal for someone with excellent communication skills, the ability to remain calm under pressure, and a passion for delivering outstanding customer service. Training will be provided, and you will work as part of a supportive team committed to SCAS values: Teamwork, Innovation, Professionalism and Caring. ### Main duties of the job Key Responsibilities: - Receive and process patient transport requests via telephone - Provide accurate information on resource arrival times - Amend and update patient booking details - Ensure eligibility criteria are applied fairly - Support colleagues and contribute to a positive team environment - Follow all audit, policy and confidentiality requirements ### Detailed job description and main responsibilities What We’re Looking For: - Strong communication and customer service skills - Ability to work in a busy contact centre environment - Professional, courteous and patient approach - Willingness to learn and adapt Role Details: - Job Title: Non Emergency Patient Transport Service Call Handler (NEPTS) - Location: Patient Transport Services – Contact Centre, Otterbourne Winchester - Pay Band: Band 2 + Unsocial Hours Allowance (Agenda for Change) - Hours: Full Time Working Pattern: Our Non‑Emergency Patient Transport Service operates 365 days a year. Call Handlers work between 08:00 and 20:00, seven days per week, on a rolling 8‑week rota. The rota includes varying shift lengths between 6 hours and 11.5 hours; however, the pattern is static and repeats every 7 weeks, meaning your shift pattern is predictable and does not change from cycle to cycle. Your working hours will be averaged of 37.5 hours per week. Training/Start date for the role: Interviews for this role are scheduled to take place on 29th October 2026. Training/start date will begin on either 18th January 2027 or 1st March 2027 which will be classroom based for 3 days from 08:00am until 16:00pm at Southern House, Otterbourne Winchester. This will be followed by a crew day and finally a day for eLearning. You will then move into observation shifts in the live environment before formally joining the rolling rota. Before interview an electronic type test will need to be completed. You will be sent the link for completion via email. A Standard DBS check will be required for this role. Safeguarding, Values and Conduct SCAS is committed to safeguarding children, young people and adults at risk. All staff are expected to promote and uphold the Trust’s values and operate in line with policies on equality, diversity, confidentiality, infection prevention and health and safety. ### Applicant requirements The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. ## Person Specification ### Skills and Aptitudes **Essential** - Ability to effectively prioritise own workload. - Ability to escalate problems / enquiries as necessary. - Ability to work under own initiative and think constructively under pressure. - Good communication skills, confident telephone manner. ### Knowledge and Experience **Essential** - Previous customer service experience. - Geographical knowledge of SCAS commercial areas. - Experience of working in a busy office environment. - Skilled use in all latest Windows and Microsoft software e.g. operating systems and Word, Excel **Desirable** - Logistical background. - Radio communication experience. - Map reading skills. ### Qualifications and Training **Essential** - GCSE English / Maths and ICT or equivalent at grade 4 or above. **Desirable** - NVQ 3 in Customer Service, or equivalent. ## Documents - [scas values (pdf, 350.5kb)](https://www.healthjobsuk.com/documents?edoc=3055) - [guidance notes for applicants (pdf, 138.9kb)](https://www.healthjobsuk.com/documents?edoc=2556) - [job description & person specification (pdf, 170.2kb)](https://www.healthjobsuk.com/documents?vdoc=10671971) - [documents and links (non frontline roles) (pdf, 175.7kb)](https://www.healthjobsuk.com/documents?edoc=2564) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.