Non Emergency Patient Transport Call Handler

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 between 9th and 11th June 2026. Training/start date will begin on 20th July 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.