999 Call Handling Team Leader - Otterbourne

A fantastic progression opportunity has arise, within our Integrated Contact Centre (ICC) in Southern House.

We are looking for a 999 Call Handling Team Leader to join our team of staff based at Southern House, Otterbourne, Hampshire.

The Integrated Contact Centre (ICC) is at the heart of the organisation, where Emergency and Health Care Professional calls are received, triaged and dispatched, working to stringent response targets but with the needs of the patient at the forefront of all decision making. It is an intense and pressurised environment; you will be expected to demonstrate excellent leadership and decision-making skills.

You will be responsible for leading the Emergency Call Takers on a shift-by-shift basis, managing and problem solving as appropriate. You should have the ability to work on your own initiative and as part of a team.

To be successful in this role you will have a good understanding of the ambulance service and a detailed knowledge of ICC Standard Operating Procedures and protocols. You must also be able to demonstrate a calm and decisive approach in a challenging and demanding environment.

You will be required to undertake dynamic performance management of the staff on duty and those allocated to your team, in conjunction with the Dispatchers and/or Performance Managers.

Main duties of the job

The role will place many pressures on you, which may affect your home and social life. Applicants will have the following personal attributes:

• NHS Pathways qualified
• The ability to address challenges objectively
• Excellent problem-solving skills
• Solutions focused
• Excellent geographical knowledge of areas covered
• A high level of understanding of the operation of the Emergency Systems, and other protocols and procedures related to the ICC and the wider health environment.
• Excellent interpersonal, leadership and management potential
• Ability to prioritise own work to ensure targets/objectives are achieved or exceeded
• Evidence of continued professional development
• Ability to undertake a wide range of activities and multitask
• Self-resilience and ability to take on responsibility
• A good health record and be able to work full time with varying shift patterns

Applicants will ensure compliance with ICC Standard Operating Procedures and ensure good customer / patient focus is maintained at all times. You will be responsible for the delivery of ECT performance and call taking targets ensuring maximum productivity and efficiency. Managing a team, you will be expected to demonstrate excellent leadership and decision-making skills. You will be committed to meeting targets and proactively developing the service for both internal and external customers.

About us

At South Central Ambulance Service (SCAS), every role contributes to helping people when they need us most. Whether delivering frontline care, supporting our Emergency Operations Centres, or working in corporate and support services, your work makes a meaningful difference every day.

Our values ofCaring, Professional and Honestguide everything we do. We care for our patients, communities and each other, act professionally with pride and a commitment to excellence, and work honestly, building trust through openness, integrity and respect.

We offer a range of learning and development opportunities, wellbeing support, flexible working where service needs allow, membership of the NHS Pension Scheme, and a variety of staff benefits. We also work in partnership with our recognised trade unions,Unison, Unite GMB and RCN, which provide members with workplace support, representation and advice.

Details

Date posted

01 October 2026

Pay scheme

Agenda for change

Band

Band 5

Salary

£32,073 to £39,043 a year

pro rata, per annum

Contract

Permanent

Working pattern

Full-time

Reference number

195-26-404-CSM

Job locations

Southern House

Sparrowgrove

Otterbourne

SO21 2RU

United Kingdom

Job responsibilities

Applicants must have a current NHS Pathways qualification including the NHSP Coaching module, excellent PC and key board skills, a demonstrable experience of ICC functions, excellent geographical knowledge of the operational area and the ability to work a range of allocated shifts covering 24 hours per day 365 days a year.

For an informal discussion about the role please contact Gemma Robinson or Molly Murray, on Microsoft Teams or e-mail.

Please see Job Description and Person Specification for full details.

Job responsibilities

Applicants must have a current NHS Pathways qualification including the NHSP Coaching module, excellent PC and key board skills, a demonstrable experience of ICC functions, excellent geographical knowledge of the operational area and the ability to work a range of allocated shifts covering 24 hours per day 365 days a year.

For an informal discussion about the role please contact Gemma Robinson or Molly Murray, on Microsoft Teams or e-mail.

Please see Job Description and Person Specification for full details.

Person Specification

Qualifications and Training

Essential

• NHS Pathways License (Core Modules 1 & 2 and Coaches Module Completed)
• NVQ 3/4 Customer Services or team leading - or demonstrable equivalent experience
• Good standard of education i.e., 4 GCSEs at Grade C / 4 or equivalent qualifications - demonstrable ability at this level

Desirable

• Willingness to undertake any training required to enable further development of the role/function

Knowledge and Experience

Essential

• A good understanding of the ambulance service and a detailed knowledge of EOC Standard Operating Procedures and protocols
• Significant demonstrable experience of working within a supervisory role

Person Specification

Qualifications and Training

Essential

• NHS Pathways License (Core Modules 1 & 2 and Coaches Module Completed)
• NVQ 3/4 Customer Services or team leading - or demonstrable equivalent experience
• Good standard of education i.e., 4 GCSEs at Grade C / 4 or equivalent qualifications - demonstrable ability at this level

Desirable

• Willingness to undertake any training required to enable further development of the role/function

Knowledge and Experience

Essential

• A good understanding of the ambulance service and a detailed knowledge of EOC Standard Operating Procedures and protocols
• Significant demonstrable experience of working within a supervisory role

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

South Central Ambulance Service NHS Foundation Trust

Address

Southern House

Sparrowgrove

Otterbourne

SO21 2RU

United Kingdom

Employer's website

https://scasjobs.co.uk/ (Opens in a new tab)

Employer details

Employer name

South Central Ambulance Service NHS Foundation Trust

Address

Southern House

Sparrowgrove

Otterbourne

SO21 2RU

United Kingdom

Employer's website

https://scasjobs.co.uk/ (Opens in a new tab)

Job responsibilities

Applicants must have a current NHS Pathways qualification including the NHSP Coaching module, excellent PC and key board skills, a demonstrable experience of ICC functions, excellent geographical knowledge of the operational area and the ability to work a range of allocated shifts covering 24 hours per day 365 days a year.

For an informal discussion about the role please contact Gemma Robinson or Molly Murray, on Microsoft Teams or e-mail.

Please see Job Description and Person Specification for full details.

Qualifications and Training

Essential

• NHS Pathways License (Core Modules 1 & 2 and Coaches Module Completed)
• NVQ 3/4 Customer Services or team leading - or demonstrable equivalent experience
• Good standard of education i.e., 4 GCSEs at Grade C / 4 or equivalent qualifications - demonstrable ability at this level

Desirable

• Willingness to undertake any training required to enable further development of the role/function

Knowledge and Experience

Essential

• A good understanding of the ambulance service and a detailed knowledge of EOC Standard Operating Procedures and protocols
• Significant demonstrable experience of working within a supervisory role