999 Emergency Call Handler - Norwich
At a glance
- Band
- Band 3
- Contract
- Permanent
- Pattern
- Full-time, Flexible working
- Posted
- 08/09/2026
- Closes
- 21/09/2026
Sponsorship verdict
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Role summary
This role involves answering 999 emergency calls in the Emergency Operating Centre, utilising clinical triage software to determine the appropriate response category. Call handlers must remain calm, empathetic, and professional while processing information quickly and accurately. The position requires working 12-hour shifts, including days and nights, from Monday to Sunday. Full training and mentoring will be provided, and no prior clinical experience is necessary.
Key responsibilities
- Answer 999 calls in the Emergency Operating Centre in a timely manner.
- Utilise clinical triage software to deliver a category of response to callers.
- Be polite, courteous and respectful at all times when talking to patients, callers and peers.
- Process information quickly and accurately into the Computer Aided Dispatch system.
Essential criteria
- Two GCSE Grade C (or above) of which one must be in English or Functional Skills Level 2 in English and Maths. OR One GCSE Grade C (or above) and pass Functional Skills Assessment Level 2 in English as part of the recruitment process.
- Effective verbal and written communication skills
- Work on own initiative
- Prioritise and undertake numerous tasks simultaneously
- Remain calm under pressure
- Work as part of a high performance team
- High standards of personal professionalism
- Determination to meet targets
- Ability to judge priorities when dealing with emergency situations
- Willingness to learn
- Empathy and compassion
Useful to know
Agenda for Change 2024/25 pays Band 3 at £24,625 – £25,674 a year, across England.
This advert: £24,937 – £26,598 — outside the standard scale; check for HCAS/London weighting.
Posted 0d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
East of England Ambulance Service
999 Emergency Call Handler - Norwich
The closing date is 21 September 2026
Job summary
Can you keep a cool head at times of crisis? Do you care about others? Do you want a career helping those in need? If the answer is yes, then this could be the job for you!
We are looking for Call Handlers to work12 hour shifts from Monday to Sunday . This will be a mixture of day and night shifts
Our emergency call handlers are committed, enthusiastic individuals who care about people. They must have the ability to listen and respond, processing information quickly and accurately into the Computer Aided Dispatch system. Customer service skills are important and the ability to remain calm and supportive as some callers will be experiencing significant distress and trauma, including the loss of a loved one. Being able to remain focused on giving the right advice and support despite experiencing the emotions of others is a real skill and strong calm communication is required.
All the training and mentoring you will need to undertake this role will be provided - no clinical experience is required; however, we do ask that you read the pre employment guidance which will support you when you commence training. Please be aware we are looking for Full Time staff only, the Training & Mentoring period is fully paid & hours are Full Time.
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