Skip to main content
London Ambulance Service NHS Trust logo

111 Call Handler

Band 3

Main area
111 Call Handler
Band 3
Full time 37.5 Hours per week
Job ref
£20,521 to £23,405 pa inc HCAS
Today at 23:59

London Ambulance Service NHS Trust is the busiest emergency ambulance service in the UK with over 4,500 staff who works across a wide range of roles. Our service operates over an area of approximately 620 square miles across London based in 70 ambulance stations. 

We serve more than eight million people who live and work in the London area. Our main role is to respond to emergency 999 calls, getting medical help to patients who have serious or life-threatening injuries or illnesses as quickly as possible.

However, many of our patients have less serious illnesses or injuries, and do not need to be sent an ambulance on blue lights and sirens. Often these patients will receive more appropriate care somewhere other than at hospital and so we provide a range of care to them, recognising that many have complex problems or long-term medical conditions. We also provide clinical assessments over the phone to more callers with less serious illnesses and injuries. 

As an integral part of the NHS in London, we work closely with hospitals and other healthcare professionals, as well as with other emergency services. We are also central to planning for, and responding to, large-scale events or major incidents in the capital. 

In everything we do, we will provide Care, Clinical excellence and commitment. 

Care - Helping people when they need us; treating people with compassion, dignity and respect; having pride in our work and our organisation.

Clinical excellence - Giving our patients the best possible care; leading and sharing best clinical practice; using staff and patient feedback and experience to improve our care.

Commitment -Setting high standards and delivering against them; supporting our staff to grow, develop and thrive; Learning and growing to deliver continual improvement.


Integrated Urgent Care – 111 CALL HANDLER

Based in our Integrated Urgent Care Service, Maritime House, Barking, London

Band 3 - After a 4-week training period, starting salary will be £20,521 (including Outer London High Cost Area Supplement) rising to £23,405
(inclusive). This salary will be pro rata if your contract hours are part-time. In addition to this, there will be an unsocial hours payment dependant on rota Full time or part time (minimum 15 hours per week)

PLEASE NOTE: During the first four week training period, you will receive a trainee salary of £16,279 (including Outer London High Cost Area Supplement) which is 75% of the full Band 3 salary.

Working in our dedicated call centre based in Barking, Call Handlers are the first point of contact for patients, their relatives and carers and other callers to the NHS 111 service.

Using NHS Pathways assessment software Call Handlers assess the patient’s condition and provide basic advice and health information ensuring that the patient is directed to the most appropriate healthcare professional or service. In this role you will have good awareness of performance standards required both personally and for the team and continually strive to exceed these targets within all relevant clinical safety frameworks. You will work with colleagues to ensure continuous improvement of services to patients and other stakeholders.

You will need to have a good standard of education to GCSE level (or equivalent), including English language and be able to communicate clearly, concisely and effectively using all communication delivery methods, e.g. face to face, electronic and written communication. You will need to be IT literate and able to produce accurate records of clinical enquiries to the service. As the first point of contact for patients accessing the NHS111 service you must have the ability to work under pressure, remain calm and be able to work effectively as part of a team as well as on your own initiative. 

In order to be licensed to use the NHS Pathways system you will be required to successfully complete a 12 week training course to provide you with the necessary skills and clinical knowledge. Please note the first three weeks are full time Monday – Friday.

On completion of the first three weeks of training you will be required to work on a shift roster and must be able to commit to the requirements to work a roster that covers days, nights, weekends and public holidays.

This post is subject to an enhanced DBS check prior to appointment.


All Applications should be made on-line, please be aware we are unable to accept CV applications.

No smoking policyStonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Committed to disability confident

Applicant requirements

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the resident labour market test. UK Visas and Immigration (UKVI) requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UKVI website. From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement. Guidance can be found here Criminal Records Checks for Overseas Applicants.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

To print a document or save it to your computer, please click with your right mouse button on the document title and select "Save Target As...". You can then save the document in a suitable place on your computer ready to print it out. Clicking with the left mouse button will open the document in a new window (if your web browser can do so).

Apply online now

Further details / informal visits contact

Linds Koppenhol

Contact number: 07585966632

If you have problems applying, contact