111 Call Handler - Part Time, Flexible-working options
Are you passionate about helping others and do you want to make a difference to patients? Have you got a strong customer service background with an ability to work under pressure? Then look no further, as Care UK have a job for you!
Care UK are looking for a 111 Health Advisor to join our busy NHS 111 call centre in Dorking on a permanent basis.
111 is a 24/7 service, operating 365 days a year so patients can seek help and advice at any time. It is primarily a non-emergency service and provides advice to the most appropriate healthcare that patients require.
Working with 111 is a demanding but highly rewarding career where you’ll realise you’re making a difference to patients who use the service every day. If you’re ambitious by nature then we’ve got ample opportunity for career progression.
About the Job
As a 111 Health Advisor, you will be answering inbound calls from members of the public in need of medical advice. The patient may need to be given general advice, speak with a Clinical Advisor or be booked into an appointment with an available out-of-hours service.
While we are a non-urgent service, some calls can be emotional, distressing or life-threatening, and there will be times when 999 services (such as an ambulance) may need to be dispatched.
To ensure that our patients are getting the help they need, you’ll gain information from the caller to assess their situation and then use the NHS Pathways script software as well as your own communication skills to produce the best outcome for the patient. However don’t worry as you won’t need to be medically trained to do this as we offer full training with the NHS Pathways system.
The call centre in Dorking is open from 7am – midnight and we have various shifts available between these times. We can offer permanent contracts between 20 – 30 hours per week. We can be flexible to suit your needs but as we are at our busiest over weekends, evenings and public holidays, you should expect to work shifts during these times.
As we are a 24/7, 365 days per year service, our contact centre is open on bank holidays (including Christmas) - so you need to be prepared to work some bank holidays to help operate a successful service over our busy times of year.
Pay Rates & Benefits
During training - £8.72 per hour
After training (circa 16 weeks) - £9.70 per hour (07:00-23:00)
Enhanced rates (T&C’s apply) - £12.06 per hour (Friday 18:00-23:00, Saturday & Sunday 07:00-23:00)
In addition to the above pay rates, we also offer:
- 33 days annual leave (pro-rata, including bank holidays)
- Company Pension Scheme
- 2x Life Assurance
- Contribution towards Eye test and Glasses.
- Cycle to work scheme – offering discounts rates and payment plans of bicycles and equipment
- Care UK perks –offering you discounts and cash back with large retailers.
- Annual employee recognition award ceremony
- Employee assistance programme, including support for you and your family
- Occupational health support
- Career development opportunities – access to continual professional development, internal opportunities within Care UK and more
- Access to our bespoke e-learning system
Training & Support
In order to use the NHS 111 Pathways system and work as a Health Advisor, you’ll need to undertake our extensive training programme which includes completing and passing assessments.
We have two options for the initial NHS Pathways training, followed by a further 8 weeks of support from our experienced team prior to being signed-off to work on your own.
The options are:
- Full Time – Monday – Friday, 9am – 5pm (lasting for 4 weeks)
- Part Time – Tues – Thurs, 6pm – 10pm and Sat & Sun, 9am – 5pm (lasting for 5 weeks)
These courses are run on a monthly basis and it’s essential that you can attend every day of the training.
Although this can be a little daunting, we will provide you with a pre-course workbook prior to starting the training, which will allow you get a head start in understanding what you’ll be learning in your training.
What we'll need from you
- Hold GCSE/Functional Skills English & Maths at grade C (or equivalent) or above
- Previous experience of working and communicating with the public, whether that is in a healthcare environment or not we would like to hear from you!
- Have excellent communication skills – including listening and telecommunication
- Have good IT and excellent keyboard skills.
- Have a passion for helping people
- Have the ability to follow written and verbal instructions.
- The ability to stay calm in the event of the unexpected and also to remain calm under pressure.
- Ability to work shifts, with a focus on evenings, nights, weekends and bank holidays.
If you are successful, you would be required to complete the 12 weeks training, which will be fully paid. You would also be required to complete our pre-course reading material prior to your training, as this is a vital part of your journey to success.
In addition, you will be required to pass a series of assessments in order to complete your training and successfully continue in the role.
Please note that offers of employment are subject to receipt of satisfactory references and a DBS check.
Applicants must have the right to work in the EU.
Care UK is committed to creating a diverse environment and we are proud to be an equal opportunity employer.
Due to the nature of this role you must be over 18 to apply. However, if you are aged 16-18 years old and would like to learn more about other opportunities with Care UK, please contact us.