personal statement for 111 call handler

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How to: Write An Impressive CV for a Call Centre Role

Landing an interview isn’t down to luck — it’s down to the person that reads your CV. And with call centre jobs in high demand right now, it’s likely that whoever will read those opening lines of your personal statement has read hundreds more like it.

So how do you ensure your name makes it onto the shortlist?

If you want a shot at that call centre role, you need to make sure your CV grips the reader from the first line and packs plenty of punches all the way through.

To help you out, we’ve put together a short guide based on our own experiences on how you can create a call centre CV that’s irresistible to employers across the country.

Section by section

A CV is much more than a single document: it’s a compilation of opportunities for you to show your potential interviewer that you excel in all sorts of different ways.

Let’s break it down to understand how you can use each section of your CV to your advantage:

• Personal statement — This is your tailored first impression, so make it count! Include plenty of punchy statements and compelling arguments for why you’re the best person for the job.
• Work experience — Don’t just tell the recruiter where you’ve worked before: tell them about what you did there, how you made a difference and what you learned.
• Qualifications — Extracurricular or vocational qualifications help you stand out from the crowd.
• Hobbies and interests — What you do in your spare time speaks volumes. Use this section as an opportunity to showcase your personality.

We’ll go through each of these points with a few tips and some examples to boot, so you’ll have your CV ready in no time.

Personal statement

If you’re not much of a writer, it can be easy to dread the personal statement, since it’s the part of your CV that involves formal, uninterrupted writing, paragraphs and all.

But here’s the thing: employers don’t want to wade through writing for the sake of it. Instead, think of your personal statement as a letter to the reader explaining why the job interests you and why you think you’d do it well.

Most importantly, you need to hook the reader’s attention and keep them firmly gripped. Here’s how you can do that:

• Opening line — This is an instrument to make your reader pay attention, so every word counts. It doesn’t need to be explosive; instead, start with why you’re interested in the job. One of the best ways to do this is to link it with your key skills, which in turn makes it easy to follow on into the next paragraph. For example: “I’m very interested in the role of call centre operator because I consider listening to be one of my best attributes, which I can use to solve a customer’s problem in the best way possible.”
• Length — A good rule of thumb for an effective personal statement is keeping it to a few paragraphs; around half a page of A4 should do the trick. Your objective should be to include as much relevant information as you can and then stop. Delete anything that’s only in there to flesh out the word count. Short and sweet is better than long and repetitive.
• Structure — Be kind to your reader: make your personal statement easy to read. The best way to do this is to use plenty of short paragraphs rather than a few long ones, with each paragraph making one point. The first sentence of each paragraph should provide an overview of what you’ll discuss.
• Tangible examples — Whenever you make a point about yourself, try to include an example to back it up.  For instance, if you always go the extra mile, mention how you impressed one customer so much they named you specifically in a 5-star review for the company.
• Confidence — Many young people are too humble on their CVs because they don’t want to appear boastful, but employers expect you to bring everything you’ve got to the table. If you shy away from highlighting your skills or achievements, they might think you can’t do as much as you know you can. Writing confidently and don’t be afraid of making a statement you think is a little bold. If in doubt, get a friend to read over it to give you a second opinion.

Work experience

Many people make the mistake of assuming that employers only want to see where you’ve worked and for how long.

But if you only list your previous employment, you’ll miss out on a key opportunity to show a potential employer how each role you’ve had has helped in your development as a reliable, professional person. You have to tell the reader not just what you did, but how you did it, and how it’s going to help you in the role for which you’re applying.

For each piece of work experience you list — including voluntary work — try and answer the following questions:

• What new things did you learn?
• What was your biggest achievement while you were there?
• What skills did you improve and how? (For call centre CVs, you’ll want to think specifically about communication, listening, problem-solving and keeping calm under pressure)

Answering these questions transforms your work experience into a list of reasons why you’ll excel at the job. It makes for a compelling read and helps you stand out from the crowd.

Qualifications

Not everyone is academically talented, which is why a lot of us dread the qualifications section of a CV. However, you can stand out from the crowd if you think outside the box.

Here’s what you should add to your qualifications to make sure you get noticed:

• Minimum requirements — A lot of call centre roles require that you have certain academic grades; that might be a C or above in a particular subject at high school or a minimum number of GCSEs. Make sure you include these on your qualifications list. If you don’t meet the requirements for whatever reason, don’t be afraid to get in touch with the employer and ask to discuss it; being proactive in this way shows the employer that you care enough about the job to reach out, which means they’re more likely to bend the rules for you.
• Vocational qualifications — If you’ve had professional training in one of your previous roles or even for voluntary work, you should list the qualifications here. It’ll help show that you have a diverse skill set and that you’re capable of learning on the job.
• Extracurricular qualifications — Whether you have grades in a particular instrument or a course you did on your own time, it’s important you include it here because it shows you can apply yourself to improving a particular skill of your own choice. It’s also a great talking point for the interview; an opportunity to share the story behind it with your potential employer.

Qualifications are important, but they don’t define your full capabilities. In the skills section of your CV, you have the opportunity to tell your employer what you’re good at, even if you haven’t received a certificate for it.

Here are some key skills you should have on your CV if you’re applying for a role in a call centre:

• Strong organisational skills — Employers need to know they can trust you to work efficiently to get the job done.
• Workload and time management — Lets the recruiter know you can handle and resolve queries without letting calls go on longer than they need to.
• Excellent telephone manner — This is a given: you’re an excellent communicator with a politeness that puts customers at ease.
• Team player — It’s important to demonstrate that you can confidently work as part of a team.
• Able to remain calm under pressure — This one is particularly important since you’ll be helping customers that may sometimes take out their frustration on you.
• Good understanding of computer operating systems — Shows you can quickly adapt to whatever internal system the employer might use to help resolve queries faster.

The full package

The good news is that a call centre role is one that involves plenty of personal development from the start, so don’t worry about being the finished article. Above all, make sure your call centre CV displays your passion for the role and employers are sure to take note.

Follow our steps, and it won’t be long until you get that call you’ve been hoping for.

Thinking of working for CALLCARE? Check out our careers page to see what roles are available. For more advice, check out our tips for smashing the interview . 

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111 Health Advisor

We’re looking for people like you to be the one in 111.

You don’t need a medical background to be part of the NHS frontline.

As one of our valued Health Advisors (call handlers) what you need most is a compassionate and caring nature and a warm friendly telephone manner. 

As part of our NHS111 service you’ll be expertly trained to get people the help they need when they’re ill and offer support, advice and reassurance.

You’ll be there when it matters most, in a challenging, rewarding role that makes a real difference to patients, families and local communities.

Come and join our DHU family

We’ve been awarded new contracts, so we have lots of openings across the East and West Midlands. 

If you have a passion for caring, a great communication style and skills from your previous experience of care, customer services or call centres you’re just what we’re looking for.

In return we provide:

• 6 weeks paid comprehensive training to help you qualify as an NHS Pathways trained advisor.
• Pay enhancements with additional hourly shift and weekend allowances and overtime.
• Evenings: 30% enhancement and Weekends: 45% enhancement
• Evening, weekend and overnight options, or the flexibility of a “4 days on, 4 days off” rota.
• Company pension.
• NHS pension scheme
• Enhanced maternity/paternity leave.
• Cycle to work scheme.
• Private medical insurance.
• Referral programme.
• Opportunities to develop in your professional career.

Find out more

What does a health advisor do.

As a Health Advisor for our NHS 111 Service, you will be answering telephone calls from members of the public and health care professionals.

Using the NHS Pathways software, you will provide the appropriate response based on the patient’s symptoms/needs.

This could be to escalate the patient calls to a Clinical Advisor, dispatch an ambulance in the case of an emergency, book an appointment, or refer onto, or provide, information about other available services.

What benefits will I receive?

DHU Healthcare offers a number of benefits including:

• Competitive Salary
• Generous holiday entitlement
• NHS Pension Scheme
• Westfield Health Scheme
• Advantage of registration with NHS discounts
• Being part of a supportive & innovative team with scope for progression

To find out more contact our recruitment team below or apply online.

Call us on 0300 1000 410

Email us at:  [email protected]

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How to Write a Customer Service Personal Statement

• CV Templates & Advice
• Customer Service

Have you found the perfect customer service job ? Stand out from other applicants by writing a winning personal statement for your CV.

Follow our expert advice and guidance to create a customer service personal statement that successfully presents your knowledge, skills and experience to create a fantastic first impression.

We recommend using this 100-150 words to provide examples of how you match the job specification and why you are the perfect candidate for this role. If you’re looking for further advice, check out our  how to write a personal statement guide .

What to include in your customer service personal statement

Why you’re applying for the specific role:.

• Mention why are you applying for this specific job role.
• List what appealed to you about the job description.
• Highlight any previous experience you have had in customer service.
• List the skills you already possess that relate to this specific role
• List any relevant subjects you have studied.
• List your School/College/University
• List your relevant qualifications.

Your customer service experience:

• Mention previous experience and role if applicable.
• Give examples of personality traits that make you a great candidate.
• Mention any key skills that relate to the industry.

Short Example:

A confident, reliable and enthusiastic individual, with previous customer service experience. I enjoy helping clients, customers and individuals, and solving any problems that they may have. I am a great communicator, over the phone, face to face and via email. I strive to work well under pressure and love to keep myself, and my workflow organised. As an experienced customer service advisor I take an enthusiastic approach, combined with a friendly, genuine dedication to customer satisfaction.

If you’re applying for customer service jobs, we recommend that you also check out our customer service cover letter template .

Related links

• How to Write a CV
• 4 Hobbies & Interests Employers Like to See on a CV
• How to Write a Personal Statement

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There is a real sense of community amongst all our colleagues. As a non-clinical colleague in our contact centre, you will benefit from comprehensive training and will be fully supported by Clinical professionals.

NHS 111 Call Handler

Our NHS 111 Call Handlers are the first point of contact for anyone calling NHS 111. Supported by clinicians and using NHS Pathways, a clinical decision-making tool, they listen carefully to the symptoms that are being presented. Following this assessment, they put patients in contact with the service that’s best suited to their needs.

That might be helping to set up an appointment with their GP, or recommending that they speak to their local pharmacist. But if there is a more urgent need, you might put them in direct contact with a qualified clinician. Or in an emergency, you could find yourself despatching an ambulance.

And our NHS Call Handlers don’t need healthcare experience to join us, but we can be a gateway to a career in healthcare. Our comprehensive training and clinical support in our contact centres means they have all the tools and professional support they need to do a great job.

Our NHS 111 Call Handlers help us set the standard for a high-quality healthcare service.

Other Contact Centre roles

We are a real, inclusive community of people who are passionate about high-quality care for patients. There is a wide range of other contact centre roles from Despatchers to Shift Managers, from Contact Centre Manager to Service Advisor. No two days are the same and this is your chance to be at the forefront of healthcare provision.

We make sure everyone feels part of a wider team and encourage our colleagues to share their ideas and suggestions to improve how we work. What we do is a serious business. But we aren’t always serious – we like to create a working environment that’s enjoyable.

We are a growing organisation which means there are lots of opportunities to grow with it, using new technology and embedding new skills every day.

What we offer

• We offer a chance to join healthcare and the NHS, whether you are at the start of your career or studying to become a healthcare professional
• We offer access to the NHS pension scheme
• We have a diverse range of rota options to suit your needs and work around family life, studies or other jobs
• We offer plenty of opportunities for development and career progression both within our operational and support teams
• Our friendly, supportive team atmosphere will make you feel at home from the start

Check our vacancies

Join our team.

Have a look at our latest vacancies and become a member of our team.

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Challenges of an NHS 111 call handler

By Laura Tweedy 29 August 2018

When I was asked to write a blog on the challenges that 111 call handlers face I was delighted. Having just left the NHS 111 service provided by North East Ambulance Service (after 10 long years!) I was keen to talk about my time in this valuable service.

When I first started thinking about some of the challenges 111 call handlers face the first one that came to mind was the lack of public understanding. Most people think they can just pick up their phone, go through a few questions and get the help they want… wrong. Triaging someone’s symptoms, without being able to see them, is a complex task. To direct a patient to the most appropriate care it’s often necessary to ask quite a lot of questions.

Answering a 111 call is a process of picture building. Each question you ask adds another little bit to the jigsaw – and sometimes the jigsaw can be very complicated. After a triage of the patients’ symptoms has reached an outcome, the system searches the Directory of Services (DOS) . The DOS displays a list of services that can deal with the patients’ symptoms – for example, urgent care centres, pharmacies or emergency dentists. The services in the DOS are chosen and prioritised by the commissioners in that area. So, an underused service may display first even if it’s further away from the patient. And, if a patient/caller doesn’t get offered what they want, when they want it, there can be conflict when trying to deliver the appropriate outcome.

Answering NHS 111 calls can be stressful at busy periods, like weekends/bank holidays.  You’re at work at a time when, let’s be honest, you’d rather be elsewhere and the demand of calls in these periods is high. Getting hold of clinical help can be difficult. Sometimes it’s difficult to get hold of someone and you end up having to place the call in the clinician queue. This can be frustrating when you know that, if you could speak to someone, the call could be easily dealt with.

There is also a lot of pressure on the 999 service – and this is something that is always in the back of your mind when you reach an ambulance outcome. The ambulance responses are monitored and, if you have any sent any ‘unnecessarily’, this is fed back and any training issues identified.

There is also a lot of information to remember. The NHS Pathways system we use is great. But, there are always local procedures and ‘workarounds’ to use as well. Sometimes the DOS doesn’t quite profile in the correct order and we’re expected just to know that. An example of this would be a patient who lives in North Tyneside and the services profiled are near in distance ‘as the crow flies’ but not by road. So, the system may present an urgent care centre in South Tyneside. This is because it won’t have taken into account that the River Tyne separates the two areas and to drive there would involve a longer distance.

It can be difficult that there is also a lot of negativity in the news/social media around NHS 111. You almost feel like the job you’re doing is a bad one. You’re always hearing the bad stories and there is little focus on the good stories – and, believe me, they do exist!

Being an NHS 111 call handler, you can face some challenges. However, it’s a very rewarding job and that makes it all worthwhile. It’s lovely to be able to take a call and triage it trough to an end-point all in one call. The fact someone can ring at midnight on a Friday night – and get an appointment within a few hours at a local urgent care centre, if needed – is a fantastic service. And it’s one that all call handlers are proud to provide.

Laura Tweedy is Organisational Development Learning Training Officer for NHS Pathways at NHS Digital.

Last edited: 28 January 2022 4:01 pm

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NHS 111 Call Handler, Welwyn Garden City

This job is now closed

Job summary

As a NHS 111 Call Handler you’ll be the first point of contact for people calling the NHS 111 number. You’ll listen carefully to the symptoms that are being presented and put them in contact with the service that’s best suited to their needs. That might be helping to set up an appointment with their GP; or recommending that they speak to their local pharmacist. But if there is a more urgent need, you might put them in direct contact with a qualified clinician. Or in an emergency, you could find yourself despatching an ambulance.

It isn’t all flashing blue lights. There are plenty of less dramatic calls. You will use NHS Pathways, a clinical decision-making tool along with your excellent listening skills and your ability to ask the right questions to work out the right solution. You don’t need to be a medical professional as you’ll benefit from a comprehensive four-week 111 NHS Pathways training course, delivered by our team of supportive and knowledgeable trainers, who will help you to quickly build a picture of a patient’s needs and decide on next steps.

HUC is an equal opportunities employer and positively encourages applications from suitability qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status or pregnancy and maternity.

Main duties of the job

As an NHS 111 Call Handler you will be the first point of contact for patients, their relatives and healthcare professionals managing urgent and non-urgent cases when they call for medical advice.

Using the NHS Pathway software, you will be charged with assessing the patient’s condition and ensuring they are directed to the most appropriate healthcare professional or service including advice on how to manage their symptoms at home.

As part of an integrated urgent care team, and will work with non-clinical and clinical colleagues, including healthcare professionals such as nurses, doctors, allied health professionals, pharmacists and dentists.

In this role you will be trained to use advanced listening and probing skills, to ensure that every patient is provided with clear advice and signposted correctly.

Right now, you could be working in a completely different setting: a customer service or contact centre role; or possibly in another health sector setting. Whatever your background, it’s essential that you can remain calm under pressure and that you can think logically and quickly on your feet. You’ll be motivated by the opportunity to deliver a service that really matters to people, and to play your part in delivering a world-class National Health Service.

Our success to date is down to the shared commitment and the talent of the people who work here. Dedicated to what we do and passionate about doing it well, everyone who works here has helped us establish our reputation as a highly professional healthcare provider.

We have come a long way in a short time. HUC started out as a local Hertfordshire service. Today our work spans multiple regions and we provide a range of vital services to the NHS, including: NHS 111, Out of Hours and Primary Care services. Today, we work with around 3.5 million patients, and that number continues to grow.

Outstanding patient care is at the centre of everything we do. And every member of our team plays their part. We all contribute to, and are passionate about, improving outcomes for patients. And we're proud to be part of the NHS family.

Our success story belongs to our people, and together, we will continue to grow, innovate and challenge ourselves to provide an outstanding experience for the patients in our care.

We have opportunities that will suit people with a wide range of backgrounds, skills and experience. If you share our commitment to providing great care, you’ll be an ideal fit.

Date posted

29 December 2021

£22,000 a year depending on rota pattern

Working pattern

Full-time, Part-time

Reference number

B0168-21-2860

Job locations

The Old Ambulance Station

Ascots Lane

Welwyn Garden City

Job description

Job responsibilities.

Post: NHS 111 Call Handler

Responsible to: Contact Centre Manager

Location/Base: Welwyn Garden City

Hours per Week: 16 – 37.5 hours per week. Varied rota patterns over 24/7.

Overall Purpose of the Job:

Using the NHS Pathway software, you will be charged with assessing the patient’s condition and ensuring they are directed to the most appropriate healthcare professional or service including advice on how to manage their symptoms at home.

As part of an integrated urgent care team, and will work with non-clinical and clinical colleagues, including healthcare professionals such as nurses, doctors, allied health professionals, pharmacists and dentists.

In this role you will be trained to use advanced listening and probing skills, to ensure that every patient is provided with clear advice and signposted correctly.

Principle responsibilities will include:

· To deliver an effective, safe and competent call handling service for callers to NHS111 which includes patients, their representatives and Healthcare professionals

· To represent the organisation in a professional and courteous manner in accordance with agreed protocols.

· Be responsible for the prioritisation of presenting clinical symptoms, supported by decision support software throughout a 24-hour period. Using the NHS Pathways software, you will provide the appropriate response based on the patient’s symptoms/needs

· To ensure that patients are prioritised appropriately and directed to the most appropriate service. This could be to transfer the call to a clinician in the contact centre, despatch an ambulance in the case of an emergency or refer onto, or provide information about other available services.

· Liaising with other agencies and healthcare providers to ensure patients are appropriately directed

· Identify issues which may negatively impact upon service delivery and reporting these on to the Manager on duty in a timely fashion

· To work co-operatively within the organisation, sharing and utilising areas of knowledge and skills to enhance patient care

· Reflect the diversity of needs in healthcare communities by utilising all available resources to facilitate access to the service where there are barriers to communication and understanding, e.g. interpretation services

· To work within the integrated governance process at HUC and comply with its requirements

· To identify and highlight appropriately any issues regarding a vulnerable child or adult

· To ensure appropriate and effective communication links with other providers and services e.g. the ambulance service

· To undertake and engage with personal development, education, training and meetings

· To participate in own development, self-review and appraisal, identifying areas of need for personal development in order to meet with service requirements

Training and Development:

Full training will be given to support the development of this role this will include an apprenticeship

Participation in HUC’s performance review and appraisal process

Compliance with mandatory and statutory training requirements

The above duties and responsibilities are intended to represent current priorities and are not meant to be an exhaustive list. The post holder may from time to time be asked to undertake other duties and responsibilities commensurate. Any changes to this job description to take account of changing service needs will be made in discussion with the post holder.

Supplementary Information:

Our Culture

Every patient deserves our highest standard of care and commitment. In working together innovatively, transparently and constructively with the local community and stakeholders, we can deliver services which meet their specific needs. We learn by listening to patients’ views and experiences. We are passionate about sharing our knowledge and expertise buy encouraging dialogue both internally and externally to meet our high expectations for patients.

Communications

Maintaining high standards in communication across a scattered and diverse workforce, ensuring compliance in policy and procedure with all staff.

Contributing to creating a culture of open, honest communication and feedback so that all team members benefit and learn from each other.

Equality and Diversity

HUC has adopted an Equality and Diversity Policy to ensure that all job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this policy throughout all areas of employment: recruitment and selection, training, development and promotion. In all situations, people will be judged solely on merit or ability. It is required of all employees to uphold this policy in the course of their employment with and whilst undertaking their duties.

Mobility / Flexibility

The normal place of work for the post is as stated above, but as a term of employment, post holders may be required to work from any of our establishments.

Health and Safety at Work

In accordance with the Management of Health and Safety at Work Regulations 1992 (as amended) and other relevant Health and Safety legislation, employees have a duty to take responsible care to avoid injury to themselves and others by their work activities and to co-operate in meeting statutory requirements.

Infection Control

Employees must be aware that preventing healthcare acquired infections and infection control is the responsibility of all staff. Clinical procedures should be carried out in a safe manner by following best practice and infection control policies.

Data Protection and Confidentiality

Employees must maintain confidentiality when dealing with sensitive material and information and are required to read, understand, and accept the terms of the Confidentiality, Data Protection and Electronic Communications Policy. The protection of data about individuals is a requirement of the law and if any employee is found to have permitted unauthorised disclosure, the organisation and individual may be prosecuted. Disciplinary action will be taken for any breach.

No Smoking Policy

HUC recognises the health hazards of smoking for smokers and non-smokers and acknowledges the rights of staff to work in a smoke free environment. Consequently, the organisation has adopted a ‘Smoking Policy’ which specifies that smoking is not allowed anywhere on HUC premises or near company vehicles.

Safeguarding

Post holders have a general responsibility for safeguarding children and adults at risk in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role. The expectation is that the post holder is familiar with the relevant procedures and guidelines and undertakes training at the appropriate level for their role. 

Person Specification

• Previous customer service experience
• Experience of working with the general public, dealing with face-to-face and/or telephone enquires
• Good standard of written and verbal English
• Excellent verbal and written communication skills.
• Competent with IT with proven keyboard skills
• Commitment to providing excellent customer service
• Able listen carefully and record details accurately
• Able to stay calm and professional in stressful and challenging situations
• Good organisational skills
• Able to work within the parameters that you are trained in and able to escalate where appropriate
• Able to make appropriate judgements within the guidelines provided
• Ability to work effectively with a wide range of disciplines
• Understanding of Data Protection and ability to maintain strict levels of confidentiality
• Ability to work unsocial hours including weekends and bank holidays
• Previous experience of working in a Call/Contact Centre call handling or telephone work
• Experience of working in healthcare provider organisation

Qualifications

• GCSEs in Maths and English at grade 4 (or C) or above (or equivalent qualification)

Personal Attributes, Values and Behaviours

• Self-motivated, with a flexible attitude
• Ability to display empathy and help those in their time of need
• Commitment to continuous personal development
• A team player

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.

Employer details

Employer name, employer's website.

https://hucweb.co.uk/ (Opens in a new tab)

For questions about the job, contact:

HR & Recruitment Coordinator

Alice Williams

[email protected]

Supporting documents

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111 Call Handler - Gillingham (Full Time & Part Time Positions)

This job is now closed

Job summary

Ordinary people doing extraordinary things...every day.

Our 111 Call Handlers are people just like you: people who have come to us from all walks of life, from different backgrounds and age groups, people who all have the same things in common.

* Our 111 Call Handlers are all caring and empathetic.

* They all have great communication skills and love talking to people.

* They're all happy and able to work flexibly.

* They all love making a difference to people's lives.

We have opportunities now to join Team SECAmb and be the first person our patients speak to when they call 999 for an emergency or 111 when it's urgent or they just need advice and support.

We will provide full training in a warm, friendly environment in our Medway Make Ready Centre.

Our next available training date will be starting Monday 8th January.

Main duties of the job

The role of a SECAmb Call Handler

When you ring 111 or 999, your call goes through to a call handler based in one of our 3 Emergency Operation/Contact Centres. These staff are trained to use the NHS Pathways system to provide assistance in a variety of situations, from minor illness to life threatening situations. The assistance you will provide will range from offering lifesaving advice whilst an ambulance is on route, to directing callers to other more suitable services.

This role can be demanding, challenging and ultimately very rewarding however, it's not for everyone. Applicants will need to have a range of skills to be able to deal with often stressful and emotional situations, whilst also demonstrating compassion and empathy to all callers, no matter what the situation.

Why Work At South East Coast Ambulance Service NHS Foundation Trust?

• Base Salary - Band 3 - £22,816 to £24,336 per annum (full time 37.5hrs per week)
• Hours available - 15, 20, 24, 30 and 37.5 hours per week

Please note that it is a requirement to work 3 out of 4 weekends, even if you are applying for a part time position. Please give this consideration before making your application.

• Unsocial hours enhancements in accordance to NHS Terms & Conditions Agenda for Change Section 2 (typical FTE salary range £22,816 to £24,336 inclusive of unsocial enhancements for evenings, weekends and bank holidays)
• Generous NHS Pension Scheme
• 35 days' annual leave inclusive of Bank Holidays (pro rata)
• As we are a 24/7 service, this role will involve working a varied shift pattern including earlies, lates and weekends .

Progression Opportunities

We offer excellent training and career development opportunities for ambitious employees both within the Call/Emergency Operations Centres and also within the wider Trust.

Date posted

08 November 2023

Agenda for change

£22,816 to £24,336 a year per annum

Working pattern

Full-time, Part-time

Reference number

278-111HAG-0811-CB

Job locations

Medway Make Ready Centre

Job description

Job responsibilities.

Applicant Requirements

Successful applicants will demonstrate high levels of personal commitment to facilitate the delivery of a patient focused service.

We need individuals who have the drive and passion to make a difference to peoples lives, but also the personal resilience to work in a high-pressured environment.

You will need to be able to work well within a team and independently, have fast/accurate typing skills and a good standard of education. Successful candidates must possess GCSE Maths and English (or equivalent qualifications) at Grade C or above (2018 Grade 4).

This role is suited to people who remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature.

Our comprehensive training programme:

• 6 weeks Training (7.5 hours per day unless otherwise stated)
• Is full time, even for part time applicants
• Has a must attend policy, with no annual leave being permitted during this period.
• Can be social or unsocial (details/options provided once successful at application)
• Comprises of classroom and observing and mentoring periods within the working environment.
• Is designed to fully support full transition to call handling independently.

Further Information

All successful applicants will be required to undertake an Enhanced DBS check for adults and children.

Our courses are in high demand and we only have limited capacity per course, we do receive large amounts of applications, therefore we cannot offer every application an interview.

Person Specification

Qualifications.

• GCSE or Functional Skills in Maths, English and ICT Skills
• NHSP Pathways trained or other medical triage system background
• Previous experience working and communicating with the public
• Computer experience
• Working within a Team or Stakeholders across a range of settings

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.

Employer details

Employer name, employer's website.

https://www.secamb.nhs.uk/ (Opens in a new tab)

For questions about the job, contact:

Recruitment Advisor

Chloe Barnes

[email protected]

Supporting documents

Privacy notice.

SECamb's privacy notice (opens in a new tab)

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Policing personal statement example.

I have always been fascinated by the way police deal with stressful and demanding situations and find that when I always see them in the street in their uniform I want to be looked upon as an integral part of a community. For some time now I have considered the prospects of university and what it will be like to learn in such a compelling environment.

I think that the policing course will provide me with all the essential knowledge to become an outstanding police officer therefore, I am looking forward to all of the topics covered but most of all the practical work, because I will be able to show what I can do best, although the 'operational policing' topic seems very interesting.

As you will notice on my UCAS form I took sociology and there is a reason for this and that is because of the crime and policing topic which I am doing this year, despite all of the other topics that were interesting this is by far the most motivating topic in attracting me to your course. I think that crime and policing is fascinating topic and I will enjoy the course to my full potential.

I think it might be good to mention that I have had to rely on the police in the past and found that they dealt with my situation effectively, and prepared me to finally make the decision to become a police officer. There is little I have done that relates to the course because of the age restrictions that I have later mentioned, but that does not make me less enthusiastic about the topic in fact it makes me want to do it more because of the fact I want to learn much more about the subject.

To learn a little more I am currently reading a book called 'Policing a diverse society' by a man called Phil Clements. At the moment the book Is very appealing and was made for foundation degree students and is a perfect asset to my application.

In year 10 I applied for my work experience with my local police station unfortunately I wasn't old enough, therefore I went on a placement where I could get a good understanding of helping people and get a real feel of a working environment, similar to that of working with the police. I have been awarded a CSLA (community sports leader award), in which we had to teach and look after year 2's to year 6's and part of this was 10 hours of community work with a local primary school teaching kids basketball. From the community work with the CSLA I have gained a greater understanding of helping in a community, a prospect which I am greatly looking forward to in the police force.

When I'm not in school and in my free time I like to enjoy a good game of badminton, or if that's not available I will either go to the gym or go for a swim to keep fit. I have been fond of badminton since I can remember and have always been keen on the sport. I currently have a part-time job at a hotel where I live in which I prepare food and make deserts and starters. I generally have this job to save money for university and monthly necessities.

I am seriously looking forward to your course and the enjoyment and work of university life. After I complete my foundation degree, with all of the skills, knowledge and work with the Northampton police, I hope to peruse my chosen career path and become a member of the Great British police force.

Profile info

This personal statement was written by Goode for application in 2008.

Goode's Comments

Its not what I thing I want to know what you all think =)

Related Personal Statements

Thu, 11/12/2008 - 11:03

what university was this policing course that u applied for at please?

Fri, 12/12/2008 - 11:03

excuse me mr! i have asked u a question please answer it!!! rudeness!!

Fri, 12/12/2008 - 11:04

helllooooooooooooooooooo anybody here

me and u x x

Fri, 12/12/2008 - 11:06

ow long did tha take ya 5 minits x x x x i want u! x x x x

Tue, 10/02/2009 - 21:51

Sorry I have been soo busy with all this school work and so on. I applied to Northampton, Canterbury, Wolverhampton, Huddersfield and Cumbria.

oh did this statement get you

Mon, 19/10/2009 - 20:27

oh did this statement get you in to one of the universities or not??

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