Non Emergency Patient Transport Call Handler
The closing date is 31 May 2026
South Central Ambulance Service NHS Foundation Trust (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 opportunity supports patients and healthcare professionals across Hampshire and Milton Keynes and offers an entry‑level pathway into the Ambulance Service.
About the Role
As a PTS Call Handler you will be the first point of contact for patients, GPs and other healthcare professionals. You will take and process transport requests in accordance with ICB approved eligibility, provide accurate information, update booking details, give real‑time estimated times of arrival, and handle cancellations or changes. You will work in partnership with Planning and Dispatch and your role requires 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.
Main duties of the job
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
Benefits we offer
- Full training and a range of courses which you can book locally.
- Holiday entitlement of 27 days, rising to 29 days after 5 years’ service and 33 days after 10 years’ service, plus an additional 8 days bank holiday (pro rata for part time).
- Automatic enrolment into the NHS Pension Scheme.
- Access to continual professional development within SCAS and the wider NHS.
- Occupational Health support and direct access to our Employee Assistance Programme as well as our own Health and Wellbeing Team.
- NHS Discounts in over 200 stores saving money on holidays, days out, car insurance, restaurants, clothing and much more.
- Ability to join our staff networking groups (as a member, ally or just for interest).
Corporate Induction
We ensure a supportive onboarding experience. All new starters attend our Corporate Induction in person, held over one and a half days at our educational centres in Newbury (Berkshire), Bicester (Oxfordshire) or Whiteley (Hampshire). Details will be sent once your start date is confirmed. Depending on your role, additional training may be required after the induction.
Job responsibilities
- Strong communication and customer service skills
- Ability to work in a busy contact centre environment
- Professional, courteous and patient approach
- Willingness to learn and adapt
- Job Title: Non Emergency Patient Transport Service Call Handler (NEPTS)
- Location: Patient Transport Services Contact Centre, Otterbourne Winchester
- Pay Band: Band 2 + Unsocial Hours Allowance (Agenda for Change)
- Hours: Full Time
Working Pattern
Our Non Emergency Patient Transport Service operates 365 days a year. Call Handlers work between 08:00 and 20:00, seven days a week, on a rolling 8‑week rota. Shift lengths vary between 6 and 11.5 hours; the pattern repeats every 7 weeks, giving a predictable schedule. Working hours average 37.5 per week.
Training / Start date for the role
Interviews are scheduled for 9–11 June 2026. Training and start date begin on 20 July: 3 days of classroom training followed by a crew day and an e‑Learning day. The role then moves into observation shifts before formally joining the rota.
Before interview an electronic type test must be completed. A standard DBS check is required.
Safeguarding, Values and Conduct
SCAS is committed to safeguarding children, young people and adults at risk. All staff promote and uphold the Trust’s values and operate in line with policies on equality, diversity, confidentiality, infection prevention and health and safety.
Qualifications and Training
- GCSE English / Maths and ICT or equivalent at grade 4 or above.
- NVQ 3 in Customer Service, or equivalent.
Knowledge and Experience
- Geographical knowledge of SCAS commercial areas.
- Experience of working in a busy office environment.
- Skilled use of latest Windows and Microsoft software (Word, Excel).
- Logistical background.
Skills and Aptitudes
- Ability to effectively prioritise workload.
- Ability to escalates problems / enquiries as necessary.
- Ability to work under own initiative and think constructively under pressure.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission to the Disclosure and Barring Service to check for any previous convictions.
Employer: South Central Ambulance Service NHS Foundation Trust
#J-18808-Ljbffr…