South Central Ambulance Service NHS Foundation Trust
Non Emergency Patient Transport Call Handler Full Time
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South Central Ambulance Service NHS Foundation Trust (SCAS)
SCAS is looking for compassionate, customer-focused individuals to join our Patient Transport Services (NEPTS) Contact Centre in Otterbourne, Winchester as a Call Handler. This is an exciting opportunity to play a key role in supporting patients and healthcare professionals across Hampshire and Milton Keynes. The Call Handler role also offers an entry-level pathway into the Ambulance Service, providing valuable experience and a foundation for those wishing to develop a career within the NHS.
About The Role
As a PTS Call Handler, you will be the first point of contact for patients, GPs and other healthcare professionals, taking and processing transport requests in accordance with ICB approved eligibility. You will provide accurate information, update booking details, and ensure that all calls are handled professionally and efficiently. You will provide real-time estimated time of arrivals and process any cancellations or changes to requests. You will work in partnership with Planning and Dispatch roles within the department.
This role is ideal for someone with excellent communication skills, the ability to remain calm under pressure, and a passion for delivering outstanding customer service. Training will be provided, and you will work as part of a supportive team committed to SCAS values: Teamwork, Innovation, Professionalism, and Caring.
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Key Responsibilities
- Receive and process patient transport requests via telephone
- Provide accurate information on resource arrival times
- Amend and update patient booking details
- Ensure eligibility criteria are applied fairly
- Support colleagues and contribute to a positive team environment
- Follow all audit, policy, and confidentiality requirements
At SCAS, every role helps make a difference to patients, communities, and colleagues. Whether delivering frontline care, supporting emergency operations, or working in support services, your contribution matters.
Our values of Caring, Professional, and Honest underpin everything we do. We are committed to providing high-quality care, acting with integrity and professionalism, and treating everyone with respect.
SCAS offers excellent learning and development opportunities, wellbeing support, and flexible working where service needs allow. We also work closely with recognised trade unions, including Unison, Unite, GMB, and RCN, providing staff with workplace support and representation.
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We are proud to be an inclusive employer and welcome applications from people of all backgrounds. We are committed to equality, diversity, and creating a workplace where everyone feels valued and supported.
Benefits We Offer
- Full training and range of courses
- Holiday entitlement of 27 days, rising to 29 days after 5 years’ service and 33 days after 10 years’ service, and extra 8 days bank holiday (pro rata for part-time)
- NHS Pension Scheme membership
- Access to CPD within SCAS and NHS
- Occupational Health support and access to Employee Assistance Programme and our Health & Wellbeing Team
- NHS Discounts in over 200+ stores saving money on holidays, car insurance, restaurants, clothing, and much more
- Access to staff networking group
For further details/informal visits, contact:
Name: Sian Cardy-Johns
Job title: Contact Centre Manager
Email address: sian.cardy-johns@nhs.net
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