Health Advisors - Call Takers (111/999) Wynyard

  • Job Reference: 340-HAS-12-21
  • Date Posted: 11 January 2022
  • Employer: North East Ambulance Service
  • Website:
  • Location: Middlesbrough, Yorkshire
  • Salary: £20,330 to £21,777
  • Sector: Call Centre / Customer Service
  • Job Type: Full Time, Part Time
  • Duration: Permanent

Job Description

Role: Health Advisor – Call Taker (111/999)

Contract type: Permanent - Full Time & Part Time roles available

Location: Winter House, Wynyard, Teesside

Base hourly rate £10.40 - £11.14

Salary: Pay for a full-time role, on average, is £26,244 to £28,112* (includes Unsocial Hours payments)

Coming to Teesside soon – North East Ambulance Service is opening a brand-new emergency operations centre and are recruiting 111/999 Health Advisors (Call Takers).

Do you have excellent listening skills, enjoy solving problems and genuinely want to make a difference in the lives of others?

If so, join our army of life-savers as a Health Advisor taking 999 and 111 calls.

The role of Health Advisor is diverse, challenging but very rewarding as you can directly help those most in need. You will work as part of a close-knit team of people who have a passion for helping those in crisis, where no two days are the same. You don’t need any medical knowledge, and full training in managing calls and use of our systems will be provided.

This role could be the first step of a great career in healthcare and can give you the knowledge to go even further.

In this role you will:

• Ask questions in a way which can help assess a caller’s needs in a pressurised environment, where time is of the essence.

• Manage calls supported by a computerised medical assessment tool, to help give patients the most appropriate care response. This could range from an ambulance in life-threatening emergencies, through to a GP appointment, dentist appointment, or referring the patient to a range of community-based services, such as a walk-in-centre.

You will receive a fantastic range of benefits, including:

• Generous Unsocial Hours Payments, as described in the salary above.

• Access to the NHS Pension – one of the best employer-contribution pension schemes available.

• Excellent holiday allowance (27 days initially, going up to 29 days after 5 years of service, and 33 days after 10 years of service).

• Overtime will often be made available, which can further enhance your earning potential.

• Continuous training and development opportunities, with a meaningful career pathway up to senior management, and beyond.

• Cycle to work scheme

• Home electronics discount

• Interest free travel pass

• Access to a Blue Light card, which offers a large range of discounts for products, or services.

• Staff recognition awards


We would like you to:

• Have 3 GCSE’s (or equivalent), including English, at grades A-C or Experience of call answering in an extremely busy or stressful environment.

• Be a good communicator with an excellent telephone manner

• Be able to work calmly under pressure

• Be able to handle potentially distressing calls.

• Be computer literate, including Microsoft programmes, such as Word, Excel, etc.

Shift patterns listed below. As a 24/7/365 service, please be aware you will be expected to work Bank Holidays including Christmas. Any Bank Holidays worked will be added to your holiday allowance.

• 30 hours per week, (shift work, including night and weekend shifts)

• 37.5 hours per week (shift work, including night and weekend shifts)

• 14-20 hours (weekends only, or evenings & weekends).

• 20 hours per week (over 5 days).

• 16-20 hours (morning and evening, part time; Monday-Friday only).

Please ensure that you have read the shift pattern document attached before submitting your application.

*Dependent on the shifts worked, you will receive an average of 29% Unsocial Hours payment. For a full-time role where the base salary is £20,330 to £21,777 per annum, the average unsocial hours payment equates to an additional payment between £493 - £528 per month on your basic monthly salary.

As part of the recruitment process you will be invited to attend an online information events held on Microsoft Teams on one of the following dates:

Wednesday 5th January

Thursday 6th January x2 sessions

Or a number of sessions week commencing 17th January 2022

More dates to follow.

Then you will be expected to complete an online assessment and if successful at this stage you will invited to undertake a virtual competency and values-based interview.

Finally, we look forward to your application and joining us on this exciting new adventure!