Visa Note
This position comes with a certificate of sponsorship for eligible international candidates. However, we strongly recommend verifying your specific eligibility requirements with the employer before applying, even if sponsorship is offered. Visa eligibility criteria can change, and individual circumstances may affect your application.
About the Role
We are seeking dedicated 999 Call Handlers (Emergency Medical Dispatchers) to join our Emergency Operations Centre in Bristol. As the first point of contact for people experiencing medical emergencies, you will play a vital role in the patient journey. Your ability to listen, interpret information, and remain calm under pressure will directly impact patient outcomes. This position offers an opportunity to make a real difference in your community while developing valuable skills in a supportive environment.
Company Overview
South Western Ambulance Service NHS Foundation Trust provides emergency and urgent care, 24 hours a day, 365 days a year. We operate across the largest ambulance region in England, responding to an average of 2,650 incidents every day. Our five-year strategy centers on continually improving patient care, and we remain committed to providing the best possible service to all patients. Working with us offers an experience like no other, with opportunities for career progression and professional development.
Location Information
The role is based at Bristol Emergency Operations Centre, located at Bristol EOC, Bristol, BS32 4QJ. Bristol is a vibrant city known for its laid-back atmosphere yet excellent amenities. The city offers top-class shopping, diverse street food, dynamic events, and friendly festivals, along with excellent national and international transport links. Living in Bristol provides an excellent quality of life with a reasonable cost of accommodation compared to other major UK cities.
Key Responsibilities
Your primary responsibility will be to handle emergency 999 calls, recording accurate information about patients and their conditions. You will need to remain calm and professional, sometimes in challenging circumstances, while providing advice and reassurance to callers. You will enter patient details into our computer system, which helps establish the seriousness of the illness or injury and ensures patients receive the right care at the right time. All calls are prioritized based on the information you provide, making accuracy and speed essential.
Working Pattern and Hours
This is a permanent, full-time position requiring 37.5 hours per week. The role operates on a 24/7 basis, 365 days a year, including bank holidays, weekends, days, and nights. We work rotational shifts to ensure continuous coverage. While the standard posting is for full-time hours, we do consider flexible working arrangements on a case-by-case basis. Shift patterns will be discussed with candidates during the recruitment process to ensure mutual suitability.
Benefits Package
We offer a comprehensive benefits package that includes:
- Competitive NHS salary (£24,937 to £26,598 per annum)
- Holiday entitlement of 27 days per year, plus general and public holidays, increasing to 29 days after 5 years and 33 days after 10 years
- Pay enhancements for out-of-hours, shift, and overtime working
- Generous NHS Pension Scheme
- Career and salary progression opportunities
- Car leasing scheme
- Free parking across Trust sites
- Staff networks and support groups
- Wide range of discounts from various organisations across the UK
Person Specification
Essential Qualifications
- Experience of inputting data accurately and quickly using a keyboard
- Basic computer literacy
- Previous experience of dealing with members of the public in a customer service environment
Desirable Qualifications
- RSA Stage 1 keyboard skills
- First Aid at Work Course
Certificate of Sponsorship
This role comes with a certificate of sponsorship for eligible international candidates. Applications from job seekers who require current Skilled Worker sponsorship to work in the UK will be considered alongside all other applications. However, please note that this role does not currently meet the criteria for Skilled Worker visa sponsorship under current Home Office regulations. Candidates must have the existing right to work in the UK to be considered for this position.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a submission for Disclosure will be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. This is a standard procedure for all roles involving contact with vulnerable individuals.
How to Apply
To apply for this position, please visit the NHS Jobs website and search for reference number 202-7654226. When applying, ensure you:
- Complete all sections of the application form thoroughly
- Provide details of your right to work in the UK
- Include evidence of your qualifications and experience
- Submit your CV and supporting documents as specified
- Check that you meet all essential criteria before applying
Application Process
The application process involves several stages. Shortlisted candidates will be invited to attend an assessment center. We are recruiting to a holding pool for our next course intakes, so applications may be considered for future vacancies if not immediately successful. The assessment process typically includes practical exercises, interview, and written tests to evaluate your suitability for the role.
Essential Requirements
Successful candidates must demonstrate excellent communication skills, the ability to remain calm under pressure, and strong attention to detail. You will need to be able to work effectively as part of a team, make quick decisions, and prioritize information appropriately. Computer literacy and keyboard skills are essential, as is the ability to maintain confidentiality and handle sensitive information.
Support for International Staff
While we cannot provide specific immigration advice, we can confirm that we support international staff through our HR services. For further information on visa sponsorship and eligibility, please refer to the UK Government guidance on Skilled Worker visas: www.gov.uk/skilled-worker-visa. From 6 April 2017, skilled worker applicants have been required to present criminal record certificates from countries where they have resided for 12 months or more in the past 10 years.
About Bristol
Bristol offers an excellent quality of life with a diverse cultural scene, excellent educational institutions, and a strong sense of community. The city has a growing international population, making it welcoming to people from all backgrounds. With its universities, healthcare facilities, and thriving tech sector, Bristol provides numerous opportunities for personal and professional development. The city’s excellent transport connections make it easy to explore other parts of the UK and Europe.
Career Development
We are committed to the professional development of our staff. As a 999 Call Handler, you will receive comprehensive training and ongoing support. Opportunities exist to progress to more senior roles within the Emergency Operations Centre and across the Trust. We encourage continuous learning and offer various training programs to help you develop new skills and advance your career in emergency services.
Contact Information
For questions about the job, please contact HR Services at HRServices@swast.nhs.uk or call 03003690360 during normal working hours. Our recruitment team is happy to provide additional information about the role and the application process. For further information about working for South Western Ambulance Service, please visit our website at https://www.swast.nhs.uk.
Application Deadline
The closing date for applications is 04 January 2026. We encourage early applications as we may close the vacancy before this date if sufficient applications are received. All applications must be submitted through the NHS Jobs website.
Privacy Notice
South Western Ambulance Service NHS Foundation Trust is committed to protecting your personal information. For details on how we process and store your data, please refer to our privacy notice: https://www.swast.nhs.uk/assets/1/privacy_notice-employees.pdf
Final Information
We welcome applications from suitably qualified and motivated individuals who share our values of one team, being compassionate, and innovative. If you are looking to make a real difference to people’s lives in a challenging yet rewarding role, we would love to hear from you. This position offers a unique opportunity to start or develop your career within the NHS while contributing to vital emergency services.