Trainee Emergency Call Handler – London Ambulance Service NHS Trust
If you can stay calm under pressure, communicate clearly with people in distress and want to build a career in the NHS, the London Ambulance Service is recruiting Trainee Emergency Call Handlers.
This permanent, full-time Band 3 role involves answering emergency and non-emergency calls, gathering essential patient information and supporting callers while ambulance resources are coordinated.
Closing date: 28 September 2026
Job Details
- Job title: Trainee Emergency Call Handler
- Employer: London Ambulance Service NHS Trust
- Band: Band 3
- Salary: £25,760 – £27,476 per year, depending on location/HCAS
- Training salary: £27,129 per annum, pro rata
- Contract: Permanent
- Working pattern: Full-time
- Working hours: 24/7 rotating shift pattern
- Training location: Barking Training Centre
- Main locations: Waterloo Ambulance Station / Newham
- Reference: 308-OL-999-111
- Closing date: 28 September 2026
About the Role
Trainee Emergency Call Handlers are among the first people members of the public speak to when they call for emergency ambulance assistance.
You will deal with callers who may be frightened, distressed, confused or experiencing a medical emergency. Your role will be to obtain accurate information, provide appropriate reassurance and follow established procedures to help ensure the correct ambulance response.
Using the Medical Priority Dispatch System (MPDS) and Computer Aided Dispatch (CAD), you will gather and record essential patient and incident information and ensure it is passed accurately to the appropriate teams.
The role requires excellent communication, resilience and the ability to remain focused when handling difficult or emotionally challenging situations.
Key Responsibilities
Your responsibilities will include:
- Answering emergency and non-emergency calls to the 999 Emergency Operations Centre.
- Handling calls from members of the public, healthcare professionals and external agencies.
- Following Trust policies and procedures when responding to calls.
- Using CAD and MPDS to accurately record patient information.
- Ensuring relevant information is passed to personnel responsible for dispatching resources.
- Handling sensitive, complex or contentious information about patients.
- Communicating with callers in a professional, tactful and empathetic manner.
- Monitoring incidents and gathering additional information where required.
- Maintaining effective control of calls to support efficient response times.
- Remaining calm and resilient in a high-pressure environment.
- Adapting your communication style to meet different callers’ needs.
- Supporting highly emotional callers, including those experiencing traumatic events or bereavement.
- Using negotiation skills when dealing with abusive or uncooperative callers.
- Working a rotating 24/7 shift pattern.
- Maintaining professional standards through ongoing education and personal development.
Requirements / Person Specification
Applicants must have:
- A minimum of 3 GCSEs or equivalent at Grade C / Grade 5 or above, including English and Maths.
- Alternatively, an NVQ Level 3 in a relevant subject or equivalent.
You will need to provide evidence of your qualifications at the conditional offer stage. Failure to provide the required evidence may result in the conditional offer being withdrawn.
The role also requires the ability to:
- Remain calm and focused during emergencies.
- Communicate clearly and confidently.
- Follow structured scripts and procedures.
- Deal sensitively with distressed and vulnerable callers.
- Handle confidential and sensitive information accurately.
- Work effectively under pressure.
- Demonstrate resilience following difficult or traumatic calls.
- Adapt communication techniques to different situations.
Training & Development
Training for the role will take place at the Barking Training Centre.
Successful candidates will receive training in the Medical Priority Dispatch System (MPDS), a nationally recognised emergency call triage system used internationally.
The role also includes continuing education and personal development to support ongoing professional development.
Salary & Benefits
The position offers:
- £25,760 – £27,476 per year, depending on location/HCAS.
- Training salary of £27,129 per annum, pro rata.
- NHS Pension Scheme.
- 27 days annual leave plus additional bank holiday leave.
- MPDS qualification.
- NHS discounts at more than 200 stores and services, including holidays, days out, car insurance, restaurants and clothing.
Working Pattern & Location
This is a full-time permanent position requiring a 24/7 rotating shift pattern.
Training will take place at:
Barking Training Centre
Clinical Education and Standards
Barking, Essex
IG11 8HG
The role is based at either Waterloo or Newham Emergency Operations Centre locations and may require travel to other EOC sites depending on operational requirements.
Visa / Right-to-Work
The advert does not state that visa sponsorship or a Certificate of Sponsorship is available for this position.
Applicants who require sponsorship should confirm their eligibility and sponsorship position directly with London Ambulance Service NHS Trust before applying.
Application / Selection Process
Applicants should use the NHS Jobs application system to apply.
In your personal statement, explain:
- Why you are motivated to become a Trainee Emergency Call Handler.
- The relevant experience you can bring to the role.
- Your communication and interpersonal skills.
- How you demonstrate the ability to remain calm and effective under pressure.
Candidates who are successfully longlisted will be required to attend an assessment. Those who successfully complete the assessment may then be invited to an interview.
Proposed assessment: Week commencing 5 September
Proposed interview: Week commencing 12 September
Note: These proposed dates appear inconsistent with the September 2026 closing date in the supplied advert. Applicants should verify the current assessment and interview dates with the employer/NHS Jobs before relying on them.
Closing Date
28 September 2026
Applications should be submitted before the closing date through the NHS Jobs application system.
How to Apply
Apply through the official NHS Jobs advert:
Employer: London Ambulance Service NHS Trust
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