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Contact Centres
I’m there when people need me the most
About the Department
Contact Centres
We run three NHS 111 contact centres which are open 24 hours a day, 365 days a year. Each contact centre team is made up of non-clinical Health Advisors, Service Advisors and Team Managers who are trained to respond to patient calls and provide non-clinical advice via the NHS Pathways system.
Why join us?
Paid training
Full paid training on NHS Pathways system.
Career development
National career framework with excellent career development opportunities (including NVQ accreditation and a competitive pay framework).
Flexible shifts
There are flexible shifts with full, part-time and overnights covering a 24/7 operation.
Our Sub-Divisions
Service Advisors
You’ll be handling calls from patients and healthcare professionals, responding to caller's questions, updating systems and providing admin and reception duties. This role offers the opportunity for excellent training and the opportunity to progress to a Health Advisor within the first year.
Health Advisors
Health Advisors are the first point of contact for our patients. From a patient with a rash to a more distressing call, it’s an opportunity to make a real difference to people's lives. We provide full paid training to progress to a Senior Health Advisor and Team Leader.
Team Managers
Here, you’ll provide supervision and quality assure the team’s work. We have a wealth of experience as Health Advisors and a number of people have progressed to Manager or other roles within the organisation.
Workforce Planning
Here, you’ll have an integral part in the success of the services and support the delivery of safe patient care by delivering the highest quality rotas crafted to the needs of patients.
Training Team
Our NHS Pathways training team delivers excellent, high quality training to our 111 colleagues. You’ll be responsible for developing and coaching colleagues using NHS Pathways within the Integrated Urgent Care Setting.