Call Handler (999)

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Welsh Ambulance NHS Trust Call Handler (999)

The closing date is 15 November 2026

Apply for this job

Job summary

The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a 999 Call Handler.

The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential.

The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.

You must be over the age of 18 to apply for this position.

This role is not eligible for sponsorship as per the Governments UK VISA and Immigration Rules and Regulations.

Main duties of the job

As part of the role you will liaise with members of the public as well as Health Care Professionals and good communication and customer care are essential skills required by the post.

You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

About us

#RemarkablePeople

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust's Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

Details

Date posted

06 November 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£26,813 to £27,890 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

020-ACS089-1126

Job locations

Ty Tywi (Dyfed-Powys Police HQ Site)

Llangunnor Road

Carmarthen

SA31 2PD

United Kingdom

Job description

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Job description

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Person Specification

Qualifications and Knowledge

Essential

• Minimum 5 GCSE's at Grade C or above, including Maths and English (or equivalent)
• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative
• To undertake AMPDS course upon commencement of the post

Desirable

• NVQ Level 2 in a professionally related subject

Experience

Essential

• Dealing with the public on the phone
• Working as part of a team
• Good Telephony skills

Desirable

• Health Service experience
• Experience of working in a call entre environment
• Experience of working within a multi-disciplinary, multi-agency team

Skills and Attributes

Essential

• Excellent interpersonal skills
• Excellent communication skills
• Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills.
• Able to work independently or as part of a team
• Self-Motivated
• Flexible approach to work
• Ability to follow and interpret policies and procedures
• Ability to work under pressure and remain calm
• Analytical approach to work
• Ability to use critical thinking skills
• Punctual

Desirable

• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
• Evidence of self-development
• Evidence of assisting others to develop

Other

Essential

• Able to commute to work in unsociable hours, for regular shift work, including weekends and public holidays.

Person Specification

Qualifications and Knowledge

Essential

• Minimum 5 GCSE's at Grade C or above, including Maths and English (or equivalent)
• Ability to work within clearly defined limits
• Ability to add value and exercise own initiative
• To undertake AMPDS course upon commencement of the post

Desirable

• NVQ Level 2 in a professionally related subject

Experience

Essential

• Dealing with the public on the phone
• Working as part of a team
• Good Telephony skills

Desirable

• Health Service experience
• Experience of working in a call entre environment
• Experience of working within a multi-disciplinary, multi-agency team

Skills and Attributes

Essential

• Excellent interpersonal skills
• Excellent communication skills
• Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills.
• Able to work independently or as part of a team
• Self-Motivated
• Flexible approach to work
• Ability to follow and interpret policies and procedures
• Ability to work under pressure and remain calm
• Analytical approach to work
• Ability to use critical thinking skills
• Punctual

Desirable

• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
• Evidence of self-development
• Evidence of assisting others to develop

Other

Essential

• Able to commute to work in unsociable hours, for regular shift work, including weekends and public holidays.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to 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) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to 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) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Welsh Ambulance NHS Trust

Address

Ty Tywi (Dyfed-Powys Police HQ Site)

Llangunnor Road

Carmarthen

SA31 2PD

United Kingdom

Employer's website

https://www.ambulance.wales.nhs.uk/en/5 (Opens in a new tab)

Employer details

Employer name

Welsh Ambulance NHS Trust

Address

Ty Tywi (Dyfed-Powys Police HQ Site)

Llangunnor Road

Carmarthen

SA31 2PD

United Kingdom

Employer's website

https://www.ambulance.wales.nhs.uk/en/5 (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Locality Manager - EMS Ccordination

Jon Johnston

[email protected]

01267225762

Details

Date posted

06 November 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£26,813 to £27,890 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

020-ACS089-1126

Job locations

Ty Tywi (Dyfed-Powys Police HQ Site)

Llangunnor Road

Carmarthen

SA31 2PD

United Kingdom

Supporting documents

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Welsh Ambulance NHS Trust's privacy notice (opens in a new tab)

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