87 Best voice over Jobs in Denton (February 2026)

ICC Call Handler - Parkway, Manchester

6 days ago

Manchester

North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.In October 2025 we published our Anti-racist Statement, which sets out our key commitments to becoming an anti-racist organisation. These commitments underpin our recruitment practices and reflect our dedication to creating a diverse, inclusive, and representative workforce. The Trust is currently under-represented in terms of staff from black and minority ethnic backgrounds. We encourage applications from all backgrounds to improve the diversity of our workforce and to better reflect the communities we serve to provide the right care, at the right time, in the right place; every time. The Trust reserves the right to close this vacancy early if a large number of applications are received.Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion. When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.We also offers a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.Job overviewLocation: based at our Integrated Contact Centres (ICC) in Parkway, ManchesterSalary: Band 3. Basic pay £24,937 rising to £26,598 after two years. (Basic pay excludes shift enhancements/unsocial hour payments).Are you someone who thrives in high-pressure environments?Do you have a passion for being the first point of contact for those in need when they need us the most?Can you provide a voice of reassurance and support?If so, North West Ambulance Service is looking for individuals like you to join our team and make a real difference. Join our team - and take on a vital role as an ICC call handlerYou will need good data entry skills and a high standard of keyboard/typing ability. Experience in a call centre or customer service environment is advantageous. We are seeking individuals with a passion for excellent customer service, strong communication skills, and the resilience to thrive in a role that is both challenging and rewarding.Visa sponsorship is not possible for this role for either candidates or existing employees. The skill level and salary for this role does not meet the eligibility criteria for Skilled Worker/ Health and Care Worker visas as set out at gov.uk. Graduate visa holders should have no expectation of long-term employment through sponsorship. Additionally, your visa conditions and validity period must allow you to work in the role question and for a suitable period to allow training and execution without requiring sponsorshipMain duties of the jobAs a Call Handler you will be the main point of contact for the person at the other end of the line. Your role is to manage a variety of calls from a wide range of different patients with care and compassion.No day will ever be the same - This is a highly pressurised environment where you may be in contact with people in extremely vulnerable or stressful situations; our callers can be upset, angry, anxious or hysterical. For this we ask you would need to be confident in dealing with a range of people in varying situations, able to work in a fast-paced environment and must be adaptable to change quickly. We ask that you considering these points carefully before applying. Your role is to gather as much information as possible, assess the call, and provide clear, correct advice or instructions that could potentially save a life, remaining calm and reassuring under pressure. Your support will make a difference to lives and requires people who can be there for those that need it, sometimes in the face of adversity and trauma. Working for our organisationNorth West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.Detailed job description and main responsibilitiesThis is a vital role where you will start your training as an ICC Call Handler in one of our contact centre areas – 999, 111 or Patient Transport Services. In time you will be placed on conversion classes covering all three areas, this is mandatory to the role (you will initially be allocated to one area which would primarily be 999, 111 and/or PTS). Each stage of the conversion training will include practical experience of working in that area. This offers a clear and structured career pathway, with ongoing development and training to support you in becoming fully skilled and competent ICC Call Handler. It is recommended that you read the Job Description and Frequently Asked Questions attached to this advert for further details before applying.Full training will be given to the successful candidates.Initial training will be up to 10 weeks, full-time, with no annual leave permitted during this period.You will be placed on a training period with a full classroom programme to allow you to undertake the role. Continued employment is conditional upon the successful completion of the mandatory training programme, which includes all required assessments and a preceptorship period. You must achieve a satisfactory pass in all components of this programme within 10 weeks from you start date.Failure to meet this requirement will be treated as a capability issue under the Employment Rights Act 1996 and NWAS Workforce Performance Management policy and procedure. If you do not successfully pass any aspect of the training course within the specified timeframe and to the required standard, the Trust reserves the right to terminate your employment on the grounds that you are unable to perform the role for which you were employed.This service runs 24/7 365 days a year - A full range of shifts will need to be covered, including bank holidays, public holidays, weekends and include working nights / early hours.Due to the nature of the hours only applicants over the age of 18 can apply for this role.We currently offer full-time positions (37.5 hours per week) but may consider 30+ hours (Although commitment to fulltime training would be required). All training is fulltime 37.5 hrs per week.Shifts - Shift patterns / details associated to this job advert, and present in the attached FAQ are examples only. Please note rota patterns are subject to change in line with service delivery and/or business demand, staff will be given adequate notice of any changes.Relief Rota You will work a variety of shifts, including days, nights, weekends, and bank holidays (e.g., Christmas Day, Eid, New Year’s Eve). Shifts will be allocated via a relief rota.❖ The rota system at present is on a Relief Rota ❖ You are to be contracted to hours not days, with this shift lengths and shift patterns you work varying subject to the operational needs and demands of the business. You may be asked to work anything from 8,9,10,11, or 12-hour shifts including overnight shifts for example. Notice will be given of any changes. ❖ At present earliest shifts start from 06:00 and latest shift ending 02:00 ❖ This is a 24 hour 7 days a week service. ❖ Under the relief rota at present, staff will be allocated any shifts between the hours of 0600 (start) – 0200 (finish) depending on the needs of the service – To consider staff wellbeing consecutive shifts will have similar start times. (Usually working to a 3hr window) ❖ Staff will tend to work 3 out of 4 weekends. ❖ Staff will have 4-6 weeks’ notice of their allocated shifts. ❖ Where possible rest days will be scheduled together.At present the shift pattern (999 /111) is 4 days per week with x3 days at 9.5hrs and x1 day at x9 hrs (Based on full time hrs excluding breaks) rota patterns are subject to change and working shift lengths can vary and are subject to change at any time and in such circumstances.Assessments and Interviews will take place on : 08-March-2026If multiple adverts out candidates will only be invited to one site and will receive one interview and assessment therefore please ensure you apply for the correct location in which you would like to be based. Assessments will need to be passed before the candidates can progress to interview.Person specificationSkills & CompetenciesEssential criteria- Keyboard / data entry skills.- Competent and confident user of computer-based information systems.- Demonstrable verbal & written communication skills.- Ability to follow and interpret policy and procedures.- Demonstrable effective listening, analytical and decision making skills- Ability to deal with queries from the public/patients in a tactful and appropriate manner, demonstrating empathy and compassionQualifications, Knowledge & ExperienceEssential criteria- Educated to GCSE standard or equivalent (one of which must be English), or in the absence of such, previous call handling/customer service experience.Values & BehavioursEssential criteria- Proactive in identifying opportunities for improvement and innovation.- Ability to work as part of a team- Ability to use own initiative- Maintaining and understanding client confidentiality- Excellent interpersonal skills- Evidence of self-development and assisting others to develop- Commitment to punctuality, flexible shift working, and understanding of 365 day/24 hour rostering.----------------------------------------Any offer of employment may be withdrawn if you knowingly withhold information, provide false or misleading information.Should you be successful at interview stage successful candidates will receive a conditional offer of employment, this will be subject to the NHS Employment Checks Standards.A valid right to work and identity checkReference checks - This will cover a minimum of a three year period and will include a request for the number of days and occasions of sickness absence covering a minimum two year period. In line with equality legislation, the earliest point at which we will ask health related questions is when an offer of employment has been made. Absences related to disability may be excluded from these considerations; consideration would be given as to what would be a reasonable attendance level, based on the information available. Absences related to pregnancy, maternity and/or gender reassignment will be excluded from these considerations. Detailed information on the NHS Employment Checks Standards is available on the NHS Employers website; search ‘employment checks’.DBS Checks - If the post is subject to DBS disclosure, a charge will be made for this disclosure.Occupational Health - You will require satisfactory medical clearance.Whilst not a condition of employment, all staff are encouraged to be vaccinated against COVID-19 as this remains the best lined of defence against COVID-19.From 1^st September 2018, Section 2 of the Agenda for Change Terms and Conditions will automatically apply to the calculation of unsocial hours for all appointments that commence in post from this date (except secondments).If you do not have regular access to your email please contact a member of the HR Hub Team on 03451122018.

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