Call Handler

As a Call Handler, you will be the first point of contact for people who need help, information, or support.

You’ll listen carefully, answer questions, and direct callers to the right services or teams.

Every day is different, and you'll use your communication skills, problem-solving abilities, and friendly approach to help people get the assistance they need.

This is a great entry-level role for someone who enjoys talking to people and making a positive difference.

Call Handler is also known as Crisis Helpline Handlers, Emergency Call Handlers.

Role Characteristics

Speak to people over the phone to find out the key points of their problem, and provide them with the appropriate care they need
Identify and report issues that might affect other people in similar circumstances
Create records of the advice given to people, to ensure accuracy and continuity if they need ongoing support
Help with a wide range of problems and issues
Arrange for people to access specialist advice when needed
Give information using online resources

Skills

Active listening
Advice giving
Communication
Customer service
Decision-making
Empathy

Day in the life

Find out more about being a Call Handler within the NHS.

Routes into this role

Here are some example routes that can lead into this role.

GCSEs

BTEC

An apprenticeship

How to become

As a Call Handler, you'll be the first point of contact for people seeking information, advice or support, using your communication and problem-solving skills to help them get the assistance they need.

No specific qualifications are usually required to become a Call Handler. You can enter the role through education, work experience, volunteering, apprenticeships or by applying directly, while developing strong communication, customer service and IT skills.

Where can this role lead

As a Call Handler you could build on your communication and problem-solving skills to move into specialist support roles, explore administration and community-based careers, progress into management, or transition into direct care and clinical support positions.

If working more closely with people appeals to you, you could move into direct care roles such as Care Assistant, Clinical Support Worker, or Activities Worker, using your experience of understanding people's needs to provide hands-on support.

Location

Community Settings
Offices
At Home

Working hours

Flexible Hours
Part Time
Full Time
Casual Hours
Irregular Hours
Nights
Overtime
Weekdays
Weekends

Opportunities

BTECs, T-levels or A-levels

Leeds City College Public Services courses

Find BTEC, T-Level or A-Level courses in Public Services at Leeds City College.

Organisation: Leeds City College

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Apprenticeships

Yorkshire Ambulance Service Apprenticeships

Find out more about apprenticeships within the Yorkshire Ambulance Service.

Organisation: Yorkshire Ambulance Service

View opportunity

Courses

Customer Service Pre-Employment Programme

This is an exciting opportunity for anyone who is looking to take their first step into an administration role within the health and care sector.

Organisation: Leeds Health and Care Talent Hub

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Volunteering

Volunteering in Health and Care

Find out more about volunteering opportunities in Health and Care

Organisation: Volunteering Opportunities

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BTECs, T-levels or A-levels

T Level Business (Management & Administration)

This Business T Level study programme provides you with the practical and academic skills and knowledge to progress into a career in Business Support, Team Leadership and Management.

Organisation: Wakefield College

View opportunity