Customer Service Advisor / 999 Emergency Call Handler

  • Job Reference: AWDO-P4766
  • Date Posted: 24 April 2019
  • Recruiter: South Central Ambulance Service NHS Foundation Trust
  • Location: Bicester, Oxfordshire
  • Salary: £18,813 to £20,795
  • Bonus/Benefits: pro rata + Generous Benefits
  • Sector: Customer Service, Healthcare & Medical
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: CV Response Team

Job Description

999 Emergency Call Handlers (officially known within the organisation as a ‘999 Emergency Call Taker’) are required to be calm and professional, with an excellent telephone manner, problem solving, communication and interpersonal skills. All of these elements are key in this role when working for South Central Ambulance Service NHS Foundation Trust who are based in Bicester, Oxfordshire.


** Full Training Provided **


SALARY: £18,813 - £20,795 pro rata (£9.62 - £10.63 per hour), Plus the following unsocial hours allowance.



  • All time Saturday (midnight to midnight) and any week day after 8pm and before 6am Time plus 37%
  • All time on Sundays and Public Holidays (midnight to midnight) Time plus 74%
  • £16.73 an hour based on bottom of band 3 plus Sunday unsocial hours allowance at 74%



  • Up to 41 Days Holiday per Year including Bank Holidays (depending on previous NHS service and based on full-time hours)
  • Training and support from our dedicated in-house Education Team
  • A nationally recognised qualification in 999 emergency call prioritisation
  • Access to continual professional development and opportunities within South Central Ambulance Service NHS Foundation Trust and the NHS
  • Access to apply for other educational qualifications
  • Occupational Health support along with an Employee Assistance Programme
  • Enrolment into the NHS Pension Scheme
  • NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing


LOCATION: Bicester, Oxfordshire

JOB TYPE: Full-Time & Part-Time, Permanent Positions Available


PLEASE NOTE: Candidates must be flexible to work shifts, covering a 24/7 rota, which will include Bank and Public Holidays.

IMPORTANT INFORMATION: This job involves dealing with patients in emergency situations. It can be quite stressful and upsetting at times and will require candidates that can stay calm under pressure.



What have you done today? Today, I saved a life!

When you ring 999 your call goes through to one of two Emergency Operations Centres. The service receives an average of 554,000 calls every year. As a 999 Emergency Call Handler you will be the first point of contact to the ambulance service and your work makes a big impact on the community the organisation serves

This is a fantastic job opportunity to work as a 999 Emergency Call Handler.

The role as a 999 Emergency Call Handler is both demanding and challenging but also very rewarding. You will receive and prioritise emergency 999, urgent and routine calls from members of the public and other emergency services.

As the 999 Emergency Call Handler you will also assist with all other duties required to provide the best possible standard of care to all patients and other health care professionals.



Once your training is completed you will have the following duties and responsibilities:

  • Provide all callers with appropriate pre-arrival instructions including cardiopulmonary resuscitation, choking procedures, childbirth procedures and the treatment of unconscious patients
  • Liaise with the police, fire service and ambulance personnel to ensure the safety of staff and members of the public at the scene of an incident
  • Assist the passing of messages to facilitate ambulance response
  • Operate telephony equipment specific to role
  • Assist in all aspects of processing, and liaising with Non-Emergency Patient Transport Services



  • Experience of working in a customer focused environment
  • Experience of using a computerised system
  • Awareness of equality and diversity in the working environment and the surrounding community



  • Good standard of education, including English GCSE (or equivalent) grade C and Maths grade D or equivalent demonstrable experience
  • Experience of working in a call centre / contact centre
  • Experience of working rotating shifts
  • Previous NHS experience
  • Previous experience of patient care



To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details.


This job is being advertised by AWD online on behalf of the South Central Ambulance Service NHS Foundation Trust


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