111/999 Call Advisor (Part Time)

Newcastle, Newcastle Upon Tyne (GB)
£20,000 - £24,999 pro rata (inclusive of shift allowance
15 Jan 2018
15 Feb 2018
Contract Type
Part Time

111/999 Call Advisor

Salary: Agenda for change Band 3, £16,968 to £19,852 per annum (pro-rata) plus 25% shift allowance.

Location: Dual Sites – Newburn, Bernicia House, Newburn Riverside, Newcastle, NE18 8NY and Hebburn, Russell House (Unit 6), Monkton, Business Park, Mill Lane, Hebburn, NE31 2JZ

Commencing: Various dates, from 16th April onwards.

Here at North East Ambulance Service we have exciting opportunities for 111/999 Call Advisors to join us to work between our Operations Centres.

You will initially be trained to take 111 calls and over the next 12 months will be given additional skills via a career progression programme to enable you to take 999 Emergency calls. Call handlers are expected to take both calls.

This role is in a busy, patient focused environment, handling calls from members of the public regarding health problems. While not every 111 call we deal with is a life threatening emergency, our call advisors triage calls through a medical assessment tool called NHS Pathways and advise of the most appropriate level of care for the patient. This could range from an ambulance, a GP appointment, or a dentist as well as many other health care options. This role requires the call advisors to have excellent communication, questioning and problem solving skills which helps to assess patient needs. 999 calls deal with life threatening emergencies using the same assessment tool.

It is very rewarding role, and you will be challenged by facing different situations on every shift. Your personal development is important to us so coaching and feedback are a regularly feature to help us provide unmatched quality care for our patients.

You will need to have either:

  • 5 GCSE’s at grades A-C (including English and Maths) or equivalent or
  • Experience of call answering in an extremely busy customer service call centre environment.

The ideal candidate will:

  • Be a good communicator with an excellent telephone manner  be able to work calmly and under pressure
  • Be resilient and able to handle potentially distressing calls.  
  • Be computer literate including in MS Office packages
  • Be keen to learn new skills and develop
  • Have genuine empathy
  • Have good organisational & administration skills
  • Have a strong attention to detail
  • Be able to demonstrate how they meet NEAS values.

Various shift patterns are available (see additional information) (as a 24/7/365 service you will be expected to work Bank Holidays including Christmas)

  • 14-20 hours per week, working evenings & weekends or
  • 30 hours per week, (shifts)

There may also be opportunities to work overtime after the qualifying training period.

The training:

Initial training includes class room sessions, group activities and web based learning which has been specifically planned by our qualified trainers. There is a lot of support given throughout the training; however there are formal assessments which you must pass to continue in the role.

By joining us you will benefit from:

  • A competitive salary
  • NHS Pension Scheme
  • 27 days annual leave (pro rata for part-time staff)
  • Lease car scheme
  • High Street Discounts

We feel it is important that you have a great understanding of the important work you would be doing so if you are shortlisted you will be invited to a NEAS awareness event at our HQ in Newburn where you will have the opportunity to ask questions about the role.