Published on Wednesday, June 24, 2020

Customer Service Apprentice - Non-Emergency Call Handler Yorkshire Ambulance Service

Yorkshire Ambulance Service NHS Trust

Job Description:

As a Non-Emergency Call Handler Apprentice within the Emergency Operations Centre (EOC) you will be the first point of contact for Health Care Professionals (HCPs) requiring to make transport booking arrangements and Operational Resources requesting information or requiring to capture additional information ascertaining to the incident they are deployed to.

Duties and responsibilities will include:

  • You will provide screening for the bookings received, by following the Health Care Professional booking process to ensure that the patient journeys are booked within EOC guidelines
  • You will contribute to the overall service delivery model within EOC by ensuring all details that are received are captured on the relevant computerised system both accurately and effectively
  • Effectively handle all appropriate types of calls received into the EOC in polite and professional manner
  • To achieve daily individual key performance indicators (KPIs) and standards, by ensuring you are available to take incoming calls for the majority of your shift
  • Be fully adverse with guidance on the Health Care Professional booking criteria within EOC
  • Deal with sensitive, complex or contentious information regarding patient’s conditions
  • Ensure all relevant information is captured within CAD, and that the information is precise, accurate and completed in line with the Departments procedures and guidelines
  • Use negotiating skills when handling calls
  • Receive and deal with enquiries from HCPs, and where necessary escalating any enquiries you are unable to deal with to a Team Leader
  • Signpost queries and calls for support/information from Operational Resources to the appropriate teams with EOC
  • Use excellent communication skills when liaising with internal and external stakeholders, ensuring a professional approach at all times
  • Ensure that all relevant training is completed at the earliest opportunity, ensuring you are fully conversant of changes in working practice that directly impact on your day to day duties
  • Be competent with the IT equipment required for the Non-Emergency Call Handler role, and be able to identify and escalate when issues occur with said equipment
  • Be fully knowledgeable of the procedures to follow if there is a system failure or system take down
  • To recognise and report to the appropriate authorities any concerns regarding Vulnerable Adult issues to include social care and mental health

All staff must comply with mandatory training requirements and ensure that adult safeguarding is embedded as an essential part of their daily practice. 

Apprentices must show commitment to the following:

  • To achieve apprenticeship framework (Functional Skills, NVQ and Technical Certificate) within the specified time frame
  • Attend the apprenticeship induction programme
  • Attend all of the training sessions for the programme whenever necessary
  • Undertake any other required development work as part of the apprenticeship programme as requested
  • Any other duties as deemed appropriate by senior staff

Apprenticeships start throughout the year and are open to any age of candidate.

  • It is important that qualifications are listed on your application no matter what the grade, as your application is sifted and sent to the employer based on meeting the Employer’s Vacancy Criteria
  • Please log into NAS (National Apprenticeship Service) on a regular basis and look at the “Read Feedback” section against each individual application

Desired Skills:
  • Good communication skills 
  • Excellent telephone manner 
  • Effective listening skills 
  • IT literate 
Personal Qualities:
  • Ability to deal with confidential information 
  • Able to work under pressure 
  • Commitment to safeguarding
  • Compassion 
  • One Team 
  • Integrity 
  • Innovation 
  • Empowerment 
  • Resilience  
  • Self motivated 
  • Professional approach to work 
  • Ability to prioritise 
  • Enthusiasm 
Desired Qualifications:
  • GCSE at grades A-D / 7-3 in maths and English or equivalent Level 2
  • Basic IT skills or qualification
Things to Consider:

Future prospects

  • Possible progression onto an advanced level apprenticeship or permanent role

Things to consider

Please provide a mobile telephone number on your application, if successful, an invitation via text message will be sent to you, to attend college for approval on the apprenticeship programme. 

It is essential you attend this interview to process in full your application to the employer.

Please note that certificates showing acquired qualifications are required as part of your application, please bring with you the following information to your approval meeting at college:

  • Photographic proof of ID
  • Qualification certificates
  • National Insurance Number
  • Updated CV

Please send your updated CV before the vacancy closing date to

Please ensure in the subject box of your email that you type your “Full Name” and “Apprenticeship Subject Area”

If you require help with putting together a CV or Interview skills, please contact: 01226 216 123 for our FREE Workshops.

The Apprenticeship National Minimum Wage guide (ANMW):

Link to Vacancy:
To Apply: Register on the national apprenticeship website and click apply on the above link
Closing Date:  12 Jul 2020
Additional Information:

Yorkshire Ambulance Service – Patient Transport Service 

Our PTS department undertakes almost a million non-emergency journeys every year, making us one of the largest providers in the UK. You would be a vital part of this team arranging transport for patients across Yorkshire. Based in the contact centre in Wakefield.

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