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 Leaders who are trained to respond to patient calls and provide non-clinical advice via the NHS Pathways system.

Why join us?

Paid training

Paid training

Full paid training on NHS Pathways system.

Career development

Career development

National career framework with excellent career development opportunities (including NVQ accreditation and a competitive pay framework).

Flexible shifts

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 Leaders

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.

Resource 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.

Our People

everyone works together


Team Manager

It’s a tough job, no matter what role you are in, but everyone works extremely well together which helps. It’s like working with friends, not just colleagues.

Where we are