Emergency Call Handler

Emergency Call Handler – Band 3

Employer: Birmingham Women’s and Children’s NHS Foundation Trust
Salary: £25,760–£27,476 per year, pro rata, plus unsocial hours payments
Location: KIDSNTS, Birmingham Children’s Hospital, Birmingham, B4 6DF
Contract: Fixed-term, 12 months
Working pattern: Part-time, flexible working
Hours: Shift work covering a 24/7 service, including 12-hour day shifts and 11-hour night shifts
Number of vacancies: Not stated in the advert
Visa sponsorship: Not stated in the job advert. Contact the Trust to confirm eligibility if you require Skilled Worker sponsorship.
Closing date: 6 November 2026
Reference: 284-26-8341733-DMUT

About the Role

Birmingham Women’s and Children’s NHS Foundation Trust is recruiting an Emergency Call Handler to join its KIDSNTS Intensive Care Transport Team at Birmingham Children’s Hospital.

This role is ideal for someone with strong communication, IT and administrative skills who can remain calm under pressure and manage important information accurately in a busy emergency healthcare environment.

You will answer emergency calls from doctors and nurses across the region, coordinate communications between healthcare professionals and record essential patient information to support the safe transfer of critically ill babies and children.

Full training will be provided once you start the role, so you will receive training to help you learn the systems and procedures required for the position.

Key Responsibilities

• Answer emergency calls using a specialist switchboard and accurately record referrals involving critically ill babies and children.
• Communicate confidently and professionally with consultants, doctors, nurses and other multidisciplinary team members.
• Use conference calling to connect healthcare professionals quickly and efficiently.
• Enter live patient information into databases and register patients on electronic patient record systems.
• Monitor the team’s location and journey progress, ensuring timely communication throughout patient transfers.
• Prepare and chair daily team handover meetings and take minutes.
• Scan and upload documentation to the appropriate databases and hospital systems in line with information governance policies.
• Learn and use the Lorenzo patient administration system to support the service.
• Assist with activity reports, audits and outreach reports.
• Maintain team contact information and support effective communication with other hospitals and departments.
• Monitor equipment and stock, distribute mail and arrange courier deliveries for transport equipment.
• Report service issues and health and safety concerns to the appropriate managers.
• Provide general office and administrative support, including cover when required.

Essential Requirements

Applicants must have:

• GCSE Mathematics at grade C or above.
• GCSE English at grade C or above.
• Clear and concise written and verbal communication skills.
• Good computer skills and experience using Microsoft Office, including Word, Excel, PowerPoint and Outlook.
• The ability to record information accurately and communicate effectively in a busy working environment.

Desirable Experience and Qualifications

The following would be advantageous but are not listed as essential:

• An NVQ Level 2 qualification in a relevant subject.
• Previous NHS experience.
• Experience using a patient administration system.
• Experience working with databases.

Working Pattern and Training

The service operates 24 hours a day, seven days a week. You must be able to work shifts, including 12-hour day shifts and 11-hour night shifts, with periods of lone working.

Duties are shared among the administrative team through a four-week rota. Full training will be provided after appointment.

About Birmingham Women’s and Children’s NHS Foundation Trust

Birmingham Women’s and Children’s NHS Foundation Trust was formed in February 2017 to provide high-quality physical and mental healthcare for women, children and families.

The Trust brings together Birmingham Children’s Hospital, a specialist paediatric centre with an international reputation, and Birmingham Women’s Hospital, which provides maternity, neonatal and gynaecological services.

The organisation is committed to inclusion, equality and diversity and encourages applications from people who meet the role’s requirements.

Visa Sponsorship Information

The advert does not confirm whether visa sponsorship is available for this position. Applicants who require a Certificate of Sponsorship should contact the recruitment team before applying to confirm whether the Trust can sponsor this specific vacancy.

The role is advertised at Band 3, so applicants should not assume that it qualifies for Skilled Worker sponsorship. Eligibility depends on the applicable immigration rules and the individual circumstances of the role and applicant.

Application and Selection Process

Applicants should demonstrate how they meet the job description and person specification in their application. Include relevant transferable experience, qualifications, IT skills and professional registration details where applicable.

The Trust may close the vacancy earlier than advertised if it receives a high volume of applications, so early applications are encouraged.

Closing date: 6 November 2026

Contact for Enquiries

Contact: Aimee Hodgson, Business & Administration Manager
Email: aimeehodgson@nhs.net
Telephone: 0121 333 9687

Employer: Birmingham Women’s and Children’s NHS Foundation Trust
Official website: https://bwc.nhs.uk/