Current vacancies

111 Call Handler


Main area
Emergency Services
37.5 Per
Job ref
111 Operations
£20,521 pa Inclusive of HCA
25/10/2017 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.


111 Call Handler


Based in NHS 111 Call Centre, Croydon

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 Croydon 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.

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Applicant requirements

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.

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