ICC Call Handler - Middlebrook, Bolton
At a glance
- Band
- Band 3
- Contract
- Permanent
- Pattern
- Full-time
- Hours / week
- 37.5
- Posted
- 15/09/2026
- Closes
- 27/09/2026
Sponsorship verdict
This advert explicitly states that sponsorship is not offered.
The source advert contains explicit wording ruling out sponsorship for this specific role. Consider other live roles at the same band from sponsorship-friendly trusts.
“Visa sponsorship is not possible for this role for either candidates or existing employees. The skill level and salary for this role does not meet the eligibility criteria for Skilled Worker/ Health and Care Worker visas as set out at gov.uk.”Quoted verbatim from the source advert
Role summary
This is a vital role as an ICC Call Handler, initially training in 999, 111, or Patient Transport Services, with future conversion to all three areas. You will be the main point of contact for patients, managing a variety of calls with care and compassion. The role involves completing patient assessments, providing potentially life-saving advice, and offering reassurance in distressing situations. It requires resilience and emotional strength to support unwell and upset patients.
Essential criteria
- Keyboard / data entry skills.
- Competent and confident user of computer-based information systems.
- Demonstrable verbal & written communication skills.
- Ability to follow and interpret policy and procedures.
- Demonstrable effective listening, analytical and decision making skills
- Ability to deal with queries from the public/patients in a tactful and appropriate manner, demonstrating empathy and compassion
- Qualifications, Knowledge & Experience
- Educated to GCSE standard or equivalent (one of which must be English), or in the absence of such, previous call handling/customer service experience.
- Values & Behaviours
- Proactive in identifying opportunities for improvement and innovation.
- Ability to work as part of a team
- Ability to use own initiative
- Maintaining and understanding client confidentiality
- Excellent interpersonal skills
- Evidence of self-development and assisting others to develop
- Commitment to punctuality, flexible shift working, and understanding of 365 day/24 hour rostering.
- Skills & Competencies
- Keyboard / data entry skills.
- Competent and confident user of computer-based information systems.
- Demonstrable verbal & written communication skills.
- Ability to follow and interpret policy and procedures.
- Demonstrable effective listening, analytical and decision making skills
- Ability to deal with queries from the public/patients in a tactful and appropriate manner, demonstrating empathy and compassion
- Qualifications, Knowledge & Experience
- Educated to GCSE standard or equivalent (one of which must be English), or in the absence of such, previous call handling/customer service experience.
- Values & Behaviours
- Proactive in identifying opportunities for improvement and innovation.
- Ability to work as part of a team
- Ability to use own initiative
- Maintaining and understanding client confidentiality
- Excellent interpersonal skills
- Evidence of self-development and assisting others to develop
- Commitment to punctuality, flexible shift working, and understanding of 365 day/24 hour rostering.
Useful to know
Agenda for Change 2024/25 pays Band 3 at £24,625 – £25,674 a year, across England.
This advert: £25,760 – £27,476 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 12d
Plenty of time to prepare a strong application.
Full advert · preview
North West Ambulance Service NHS Trust
ICC Call Handler - Middlebrook, Bolton
The closing date is 27 September 2026
Job summary
This is a vital role where you will initially start your training as an ICC Call Handler in one of our contact centre areas - 999, 111 or Patient Transport Services, overtime being placed on conversion courses & trained in all three areas.As a Call Handler you will be the main point of contact for the person at the other end of the line.
- Manage a variety of calls from a wide range of different patients with care and compassion
- Complete patient assessments over the phone
- Where applicable, provide clear, correct advice that could potentially save a life whilst remaining calm under pressure
- Provide reassurance in what may be a very distressing situation
Handling a wide range of calls & thriving amid the challenges this presents requires an outstanding amount of resilience and emotional strength. You will be supporting unwell & upset patients at their time of need, which will make a difference to lives. It requires people who can be there for those that need it, sometimes in the face of adversity and trauma.
Course Date: 04.01.27 course (9 weeks)
Visa sponsorship is not possible for this role for either candidates or existing employees
Main duties of the job
This is a highly pressurised environment where you may be in co
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