Job summary

The Role Be the calm voice people turn to when they need help most. Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support. As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time. No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment. This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day. The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.

Main duties of the job

Be the calm voice people turn to when they need help most. As an IC24 Health Advisor, thousands of people contact NHS 111 looking for advice and support daily. You'll be the first point of contact, using guided assessment pathways to assess patients' needs and ensure they access the right care at the right time. No two calls are the same: you may reassure a parent worried about their child or assist someone in a mental health crisis. This role requires balancing compassion with professionalism while making safe decisions in a fast-paced environment. Working at NHS 111 is more than a customer service role; it's a position with real purpose and the chance to make a difference every day. The work can be emotionally demanding, but you will receive comprehensive training, coaching, and support from experienced colleagues and clinicians. Full office attendance is required for this significant role, supported by ongoing learning and development opportunities.

About us

Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care, and urgent care services to over six million patients across the UK. As an organisation, IC24 is dedicated to helping patients access the care they need when they need it the most. They prioritize patient safety and support individuals in finding the right care and advice, ensuring that each patient receives adequate assistance in their time of need. IC24 values inclusion and respect for all people, encouraging applications from under-represented groups to ensure an inclusive environment where everyone feels they belong. By focusing on training, coaching, and providing continued support for their employees, IC24 aims to develop the confidence and skills necessary for excellence in patient care. The organisation is committed to equal opportunities and workplace adjustments, ensuring that all recruitment processes are accessible to everyone. They're proud of their commitment to safeguarding those in their care and creating a work environment where employees can continuously grow and thrive.

Details

Date posted

16 October 2026

Pay scheme

Other

Salary

£24,929.44 a year

Contract

Permanent

Working pattern

Full-time

Reference number

1564108458

Job locations

IC24

Peterborough

PE7 8HP

United Kingdom

Job description

Job responsibilities

Package Description:

The Role

Be the calm voice people turn to when they need help most.

Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support.

As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time.

No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment.

This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day.

The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.

To learn more about a day in the life of a Health Advisor click here to watch our video.

100% office attendance required

What you'll be doing

Being the first point of contact for patients

Answer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.

Assessing patient needs safely

Use NHS Pathways and approved processes to assess both urgent and non-urgent conditions, ensuring patients receive safe and appropriate outcomes.

Directing people to the right care

Signpost callers to the most appropriate service, whether that's self-care advice, primary care, urgent treatment, community services or an emergency response.

Managing challenging conversations

Support callers who may be distressed, anxious or vulnerable, demonstrating empathy while maintaining professionalism and appropriate boundaries.

Multitasking with accuracy

Navigate multiple IT systems, record information accurately and follow established processes while speaking with callers.

Delivering high-quality care

Work to quality standards, service expectations and compliance requirements while keeping patient safety at the heart of every decision.

Learning and developing

Take part in training, coaching, competency assessments and ongoing development to continually build your knowledge and confidence.

Supporting safe patient care

Recognise safeguarding concerns, escalate where appropriate and demonstrate IC24's values of Care, Excellence, Respect and Innovation in every interaction.

Who this role suits

You don't need previous healthcare experience to succeed as a Health Advisor.

What matters most is your ability to communicate, stay calm under pressure and genuinely care about helping people. We'll teach you the clinical systems and processes - you bring the right attitude, and we'll help you develop the rest.

You'll thrive in this role if you:

• Care about making a positive difference to people's lives.
• Communicate confidently, listen actively and build rapport with people from all walks of life, with excellent spoken and written English.
• Stay calm, show empathy and make sound decisions in fast-paced or emotionally challenging situations.
• Are confident using technology, navigating multiple computer systems and multitasking accurately.
• Learn quickly, welcome feedback and are committed to continuous development.
• Are reliable, take responsibility for your attendance and performance, and can work a 24/7 rota, including weekends.
• Values inclusion, dignity, confidentiality and respect for everyone

Who are we?

Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK.

Every day, our people help patients access the care they need, when they need it most.

Why IC24?

Working in NHS 111 is rewarding, but it comes with challenges. At IC24, you'll never face those challenges alone.

You'll receive comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians who want to see you succeed. Whether you're joining from customer service, retail, hospitality or healthcare, we'll help you build the confidence and skills to become an outstanding Health Advisor.

Let's be honest about the role

This role isn't for everyone.

Calls can be back-to-back, and you'll regularly speak with people who are worried, distressed or experiencing serious symptoms. The pace is fast, the training is intensive and there's a lot to learn as you build confidence using NHS Pathways, clinical processes and multiple computer systems.

Some new starters underestimate:

• The intensity and volume of calls.
• The emotional impact of difficult conversations.
• The level of multitasking and IT skills required.
• The importance of attendance, punctuality and personal resilience.
• How quickly safe decisions sometimes need to be made.
• The ongoing learning, coaching and quality assessments that support safe patient care.

What can't easily be taught is resilience, emotional intelligence, compassion and a genuine desire to help people.

Working HoursAll Health Advisors must be able to work at least 50% of weekends.

Full-Time OptionsYoull work a mix of early and late shifts, starting at 7am or 8am and finishing later than 10pm. If preferred, you can choose to work only late shifts or night shifts (typically 10pm to 6am). Weekend shifts are required every other weekend, but you can opt to work more if youd like.

Part-Time OptionsPart-time roles mainly focus on evening and weekend shifts, but a mix of early and evening shifts may be offered.

Weekday shifts are between 4-6-hours, either early between 6am-12noon or late from 4pm and longer shifts on the weekends.

Weekend-only roles are also available, and additional hours may be offered during busy periods

Training and Start DatesWere looking for candidates who can start training in January. Please note, the training for this role runs for 5 weeks and is full time (37.5 hours per week). We offer these courses in two timetables, either Monday-Friday 9am-5pm or Evening and Weekends.

What's in it for you?

• £12.75 per hour, plus enhancements of up to 60% for unsociable hours.
• NHS Pension Scheme
• 33 days annual leave
• Enhanced family leave policies.
• Wellbeing support, Employee Assistance Programme and occupational health services.
• Ongoing training, coaching and career development opportunities.
• Blue Light Card eligibility and access to employee reward and discount schemes.
• The opportunity to do meaningful work that genuinely makes a difference to people's lives.

Employment is subject to proof of eligibility to work in the UK, a satisfactory Enhanced DBS with Barred Lists check, and three years of satisfactory references.

Come and Meet UsIf you are shortlisted, we will invite you to an assessment evening at our Peterborough Care Coordination Centre, PE7 8HPThis is a great opportunity to learn more about the role, meet the team and take part in a face-to-face interview.

We celebrate brave ideas and brave people.

We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.

We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.

If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.

Job description Job responsibilities Package Description:The RoleBe the calm voice people turn to when they need help most.Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support.As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time.No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment.This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day.The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.To learn more about a day in the life of a Health Advisor click here to watch our video.100% office attendance requiredWhat you'll be doingBeing the first point of contact for patientsAnswer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.Assessing patient needs safelyUse NHS Pathways and approved processes to assess both urgent and non-urgent conditions, ensuring patients receive safe and appropriate outcomes.Directing people to the right careSignpost callers to the most appropriate service, whether that's self-care advice, primary care, urgent treatment, community services or an emergency response.Managing challenging conversationsSupport callers who may be distressed, anxious or vulnerable, demonstrating empathy while maintaining professionalism and appropriate boundaries.Multitasking with accuracyNavigate multiple IT systems, record information accurately and follow established processes while speaking with callers.Delivering high-quality careWork to quality standards, service expectations and compliance requirements while keeping patient safety at the heart of every decision.Learning and developingTake part in training, coaching, competency assessments and ongoing development to continually build your knowledge and confidence.Supporting safe patient careRecognise safeguarding concerns, escalate where appropriate and demonstrate IC24's values of Care, Excellence, Respect and Innovation in every interaction.Who this role suitsYou don't need previous healthcare experience to succeed as a Health Advisor.What matters most is your ability to communicate, stay calm under pressure and genuinely care about helping people. We'll teach you the clinical systems and processes - you bring the right attitude, and we'll help you develop the rest.You'll thrive in this role if you: Care about making a positive difference to people's lives. Communicate confidently, listen actively and build rapport with people from all walks of life, with excellent spoken and written English. Stay calm, show empathy and make sound decisions in fast-paced or emotionally challenging situations. Are confident using technology, navigating multiple computer systems and multitasking accurately. Learn quickly, welcome feedback and are committed to continuous development. Are reliable, take responsibility for your attendance and performance, and can work a 24/7 rota, including weekends. Values inclusion, dignity, confidentiality and respect for everyoneWho are we?Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK.Every day, our people help patients access the care they need, when they need it most.Why IC24?Working in NHS 111 is rewarding, but it comes with challenges. At IC24, you'll never face those challenges alone.You'll receive comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians who want to see you succeed. Whether you're joining from customer service, retail, hospitality or healthcare, we'll help you build the confidence and skills to become an outstanding Health Advisor.Let's be honest about the roleThis role isn't for everyone.Calls can be back-to-back, and you'll regularly speak with people who are worried, distressed or experiencing serious symptoms. The pace is fast, the training is intensive and there's a lot to learn as you build confidence using NHS Pathways, clinical processes and multiple computer systems.Some new starters underestimate: The intensity and volume of calls. The emotional impact of difficult conversations. The level of multitasking and IT skills required. The importance of attendance, punctuality and personal resilience. How quickly safe decisions sometimes need to be made. The ongoing learning, coaching and quality assessments that support safe patient care.What can't easily be taught is resilience, emotional intelligence, compassion and a genuine desire to help people.Working HoursAll Health Advisors must be able to work at least 50% of weekends.Full-Time OptionsYoull work a mix of early and late shifts, starting at 7am or 8am and finishing later than 10pm. If preferred, you can choose to work only late shifts or night shifts (typically 10pm to 6am). Weekend shifts are required every other weekend, but you can opt to work more if youd like.Part-Time OptionsPart-time roles mainly focus on evening and weekend shifts, but a mix of early and evening shifts may be offered.Weekday shifts are between 4-6-hours, either early between 6am-12noon or late from 4pm and longer shifts on the weekends.Weekend-only roles are also available, and additional hours may be offered during busy periodsTraining and Start DatesWere looking for candidates who can start training in January. Please note, the training for this role runs for 5 weeks and is full time (37.5 hours per week). We offer these courses in two timetables, either Monday-Friday 9am-5pm or Evening and Weekends.What's in it for you? £12.75 per hour, plus enhancements of up to 60% for unsociable hours. NHS Pension Scheme 33 days annual leave Enhanced family leave policies. Wellbeing support, Employee Assistance Programme and occupational health services. Ongoing training, coaching and career development opportunities. Blue Light Card eligibility and access to employee reward and discount schemes. The opportunity to do meaningful work that genuinely makes a difference to people's lives.Employment is subject to proof of eligibility to work in the UK, a satisfactory Enhanced DBS with Barred Lists check, and three years of satisfactory references.Come and Meet UsIf you are shortlisted, we will invite you to an assessment evening at our Peterborough Care Coordination Centre, PE7 8HPThis is a great opportunity to learn more about the role, meet the team and take part in a face-to-face interview.We celebrate brave ideas and brave people.We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.

Person Specification

Qualifications

Essential

• No previous healthcare experience is required for this role. Key qualifications include the ability to communicate effectively, stay calm under pressure, show empathy, work with accuracy, and demonstrate a genuine desire to help people. Confidence in using technology and navigating multiple computer systems is also essential.

Person Specification Qualifications Essential No previous healthcare experience is required for this role. Key qualifications include the ability to communicate effectively, stay calm under pressure, show empathy, work with accuracy, and demonstrate a genuine desire to help people. Confidence in using technology and navigating multiple computer systems is also essential.

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

Integrated Care 24 Ltd

Address

IC24

Peterborough

PE7 8HP

United Kingdom

Employer's website

https://careers.ic24.org.uk/ (Opens in a new tab)

Employer details

Employer name

Integrated Care 24 Ltd

Address

IC24

Peterborough

PE7 8HP

United Kingdom

Employer's website

https://careers.ic24.org.uk/ (Opens in a new tab)

Job summary

Package Description: The Role Be the calm voice people turn to when they need help most. Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support. As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time. No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment. This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day. The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and con

Main duties of the job

As an IC24 Health Advisor, you'll be the first point of contact for patients calling NHS 111. The role involves listening carefully to patients concerns, assessing their needs using NHS Pathways, and directing them to the appropriate care. The job requires excellent communication skills, the ability to remain calm and make sound decisions under pressure, and competency in using multiple IT systems. The role is both challenging and rewarding, offering comprehensive training and the chance to make a difference in people's lives. Candidates should thrive in fast-paced environments and be willing to work weekends and night shifts.

About us

Integrated Care 24 (IC24) is a leading not-for-profit social enterprise that provides NHS 111, GP Out of Hours, primary care, and urgent care services across the UK. It serves over six million patients, offering support to access necessary care promptly. IC24 emphasizes the importance of comprehensive training, ongoing coaching, and a supportive work environment to help employees thrive. The organization values inclusivity, equal opportunity, and a commitment to safeguarding and promoting the welfare of service users and employees. IC24 invites applications from diverse and under-represented groups, encouraging an inclusive culture.

Details

Date posted

09 October 2026

Pay scheme

Other

Salary

£12.75 an hour

Contract

Permanent

Working pattern

Full-time

Reference number

1561075220

Job locations

IC24

Ashford

TN24 0GP

United Kingdom

Job description

Job responsibilities

Package Description:

The Role

Be the calm voice people turn to when they need help most.

Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support.

As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time.

No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment.

This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day.

The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.

To learn more about a day in the life of a Health Advisor click here to watch our video.

100% office attendance required

What you'll be doing

Being the first point of contact for patients

Answer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.

Assessing patient needs safely

Use NHS Pathways and approved processes to assess both urgent and non-urgent conditions, ensuring patients receive safe and appropriate outcomes.

Directing people to the right care

Signpost callers to the most appropriate service, whether that's self-care advice, primary care, urgent treatment, community services or an emergency response.

Managing challenging conversations

Support callers who may be distressed, anxious or vulnerable, demonstrating empathy while maintaining professionalism and appropriate boundaries.

Multitasking with accuracy

Navigate multiple IT systems, record information accurately and follow established processes while speaking with callers.

Delivering high-quality care

Work to quality standards, service expectations and compliance requirements while keeping patient safety at the heart of every decision.

Learning and developing

Take part in training, coaching, competency assessments and ongoing development to continually build your knowledge and confidence.

Supporting safe patient care

Recognise safeguarding concerns, escalate where appropriate and demonstrate IC24's values of Care, Excellence, Respect and Innovation in every interaction.

Who this role suits

You don't need previous healthcare experience to succeed as a Health Advisor.

What matters most is your ability to communicate, stay calm under pressure and genuinely care about helping people. We'll teach you the clinical systems and processes - you bring the right attitude, and we'll help you develop the rest.

You'll thrive in this role if you:

• Care about making a positive difference to people's lives.
• Communicate confidently, listen actively and build rapport with people from all walks of life, with excellent spoken and written English.
• Stay calm, show empathy and make sound decisions in fast-paced or emotionally challenging situations.
• Are confident using technology, navigating multiple computer systems and multitasking accurately.
• Learn quickly, welcome feedback and are committed to continuous development.
• Are reliable, take responsibility for your attendance and performance, and can work a 24/7 rota, including weekends.
• Values inclusion, dignity, confidentiality and respect for everyone

Who are we?

Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK.

Every day, our people help patients access the care they need, when they need it most.

Why IC24?

Working in NHS 111 is rewarding, but it comes with challenges. At IC24, you'll never face those challenges alone.

You'll receive comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians who want to see you succeed. Whether you're joining from customer service, retail, hospitality or healthcare, we'll help you build the confidence and skills to become an outstanding Health Advisor.

Let's be honest about the role

This role isn't for everyone.

Calls can be back-to-back, and you'll regularly speak with people who are worried, distressed or experiencing serious symptoms. The pace is fast, the training is intensive and there's a lot to learn as you build confidence using NHS Pathways, clinical processes and multiple computer systems.

Some new starters underestimate:

• The intensity and volume of calls.
• The emotional impact of difficult conversations.
• The level of multitasking and IT skills required.
• The importance of attendance, punctuality and personal resilience.
• How quickly safe decisions sometimes need to be made.
• The ongoing learning, coaching and quality assessments that support safe patient care.

What can't easily be taught is resilience, emotional intelligence, compassion and a genuine desire to help people.

Working HoursAll Health Advisors must be able to work at least 50% of weekends.

Full-Time OptionsYoull work a mix of early and late shifts, starting at 7am or 8am and finishing later than 10pm. If preferred, you can choose to work only late shifts or night shifts (typically 10pm to 6am). Weekend shifts are required every other weekend, but you can opt to work more if youd like.

Part-Time OptionsPart-time roles mainly focus on evening and weekend shifts, but a mix of early and evening shifts may be offered.

Weekday shifts are between 4-6-hours, either early between 6am-12noon or late from 4pm and longer shifts on the weekends.

Weekend-only roles are also available, and additional hours may be offered during busy periods

Training and Start DatesWere looking for candidates who can start training in November and December. Please note, the training for this role runs for 5 weeks and is full time (37.5 hours per week). We offer these courses in two timetables, either Monday-Friday 9am-5pm or Evening and Weekends.

What's in it for you?

• £12.75 per hour, plus enhancements of up to 60% for unsociable hours.
• NHS Pension Scheme
• 33 days annual leave
• Enhanced family leave policies.
• Wellbeing support, Employee Assistance Programme and occupational health services.
• Ongoing training, coaching and career development opportunities.
• Blue Light Card eligibility and access to employee reward and discount schemes.
• The opportunity to do meaningful work that genuinely makes a difference to people's lives.

Employment is subject to proof of eligibility to work in the UK, a satisfactory Enhanced DBS with Barred Lists check, and three years of satisfactory references.

Come and Meet Us If you are shortlisted, we will invite you to an assessment evening at our Ashford Care Coordination Centre, Kent, TN24 0GP.This is a great opportunity to learn more about the role, meet the team and take part in a face-to-face interview.

We celebrate brave ideas and brave people.

We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.

We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.

If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.

Job description Job responsibilities Package Description:The RoleBe the calm voice people turn to when they need help most.Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support.As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time.No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment.This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day.The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.To learn more about a day in the life of a Health Advisor click here to watch our video.100% office attendance requiredWhat you'll be doingBeing the first point of contact for patientsAnswer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.Assessing patient needs safelyUse NHS Pathways and approved processes to assess both urgent and non-urgent conditions, ensuring patients receive safe and appropriate outcomes.Directing people to the right careSignpost callers to the most appropriate service, whether that's self-care advice, primary care, urgent treatment, community services or an emergency response.Managing challenging conversationsSupport callers who may be distressed, anxious or vulnerable, demonstrating empathy while maintaining professionalism and appropriate boundaries.Multitasking with accuracyNavigate multiple IT systems, record information accurately and follow established processes while speaking with callers.Delivering high-quality careWork to quality standards, service expectations and compliance requirements while keeping patient safety at the heart of every decision.Learning and developingTake part in training, coaching, competency assessments and ongoing development to continually build your knowledge and confidence.Supporting safe patient careRecognise safeguarding concerns, escalate where appropriate and demonstrate IC24's values of Care, Excellence, Respect and Innovation in every interaction.Who this role suitsYou don't need previous healthcare experience to succeed as a Health Advisor.What matters most is your ability to communicate, stay calm under pressure and genuinely care about helping people. We'll teach you the clinical systems and processes - you bring the right attitude, and we'll help you develop the rest.You'll thrive in this role if you: Care about making a positive difference to people's lives. Communicate confidently, listen actively and build rapport with people from all walks of life, with excellent spoken and written English. Stay calm, show empathy and make sound decisions in fast-paced or emotionally challenging situations. Are confident using technology, navigating multiple computer systems and multitasking accurately. Learn quickly, welcome feedback and are committed to continuous development. Are reliable, take responsibility for your attendance and performance, and can work a 24/7 rota, including weekends. Values inclusion, dignity, confidentiality and respect for everyoneWho are we?Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK.Every day, our people help patients access the care they need, when they need it most.Why IC24?Working in NHS 111 is rewarding, but it comes with challenges. At IC24, you'll never face those challenges alone.You'll receive comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians who want to see you succeed. Whether you're joining from customer service, retail, hospitality or healthcare, we'll help you build the confidence and skills to become an outstanding Health Advisor.Let's be honest about the roleThis role isn't for everyone.Calls can be back-to-back, and you'll regularly speak with people who are worried, distressed or experiencing serious symptoms. The pace is fast, the training is intensive and there's a lot to learn as you build confidence using NHS Pathways, clinical processes and multiple computer systems.Some new starters underestimate: The intensity and volume of calls. The emotional impact of difficult conversations. The level of multitasking and IT skills required. The importance of attendance, punctuality and personal resilience. How quickly safe decisions sometimes need to be made. The ongoing learning, coaching and quality assessments that support safe patient care.What can't easily be taught is resilience, emotional intelligence, compassion and a genuine desire to help people.Working HoursAll Health Advisors must be able to work at least 50% of weekends.Full-Time OptionsYoull work a mix of early and late shifts, starting at 7am or 8am and finishing later than 10pm. If preferred, you can choose to work only late shifts or night shifts (typically 10pm to 6am). Weekend shifts are required every other weekend, but you can opt to work more if youd like.Part-Time OptionsPart-time roles mainly focus on evening and weekend shifts, but a mix of early and evening shifts may be offered.Weekday shifts are between 4-6-hours, either early between 6am-12noon or late from 4pm and longer shifts on the weekends.Weekend-only roles are also available, and additional hours may be offered during busy periodsTraining and Start DatesWere looking for candidates who can start training in November and December. Please note, the training for this role runs for 5 weeks and is full time (37.5 hours per week). We offer these courses in two timetables, either Monday-Friday 9am-5pm or Evening and Weekends.What's in it for you? £12.75 per hour, plus enhancements of up to 60% for unsociable hours. NHS Pension Scheme 33 days annual leave Enhanced family leave policies. Wellbeing support, Employee Assistance Programme and occupational health services. Ongoing training, coaching and career development opportunities. Blue Light Card eligibility and access to employee reward and discount schemes. The opportunity to do meaningful work that genuinely makes a difference to people's lives.Employment is subject to proof of eligibility to work in the UK, a satisfactory Enhanced DBS with Barred Lists check, and three years of satisfactory references.Come and Meet Us If you are shortlisted, we will invite you to an assessment evening at our Ashford Care Coordination Centre, Kent, TN24 0GP.This is a great opportunity to learn more about the role, meet the team and take part in a face-to-face interview.We celebrate brave ideas and brave people.We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.

Person Specification

Qualifications

Essential

• While no prior healthcare experience is necessary, strong communication skills, the ability to remain calm under pressure, and a genuine desire to help people are essential for this role. Training will be provided.

Person Specification Qualifications Essential While no prior healthcare experience is necessary, strong communication skills, the ability to remain calm under pressure, and a genuine desire to help people are essential for this role. Training will be provided.

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

Integrated Care 24 Ltd

Address

IC24

Ashford

TN24 0GP

United Kingdom

Employer's website

https://careers.ic24.org.uk/ (Opens in a new tab)

Employer details

Employer name

Integrated Care 24 Ltd

Address

IC24

Ashford

TN24 0GP

United Kingdom

Employer's website

https://careers.ic24.org.uk/ (Opens in a new tab)

Job summary

The Role Be the calm voice people turn to when they need help most. Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support. As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time. No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment. This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day. The work can be relentless and emoti

Main duties of the job

This role involves acting as the first point of contact for patients calling NHS 111, assessing their needs using NHS Pathways, and directing them to appropriate care. It requires managing challenging conversations with empathy, multitasking with accuracy, and maintaining high standards of care. The role demands calmness under pressure, excellent communication skills, and a genuine desire to help people. You do not need previous healthcare experience, but must be reliable, tech-savvy, and able to work a 24/7 rota. Training is comprehensive, and there's ongoing support and development.

About us

Integrated Care 24 (IC24) is a not-for-profit social enterprise providing NHS 111, GP Out of Hours, and urgent care services to over six million patients across the UK. IC24 emphasises support and training to help staff succeed in the challenging yet rewarding environment of NHS 111. While the role can be demanding with back-to-back calls and emotional conversations, IC24 offers a supportive environment. Employees can access ongoing training, coaching, and development opportunities. They are committed to inclusivity, encouraging applications from under-represented groups.

Details

Date posted

07 October 2026

Pay scheme

Other

Salary

£24,929.44 a year

Contract

Permanent

Working pattern

Full-time

Reference number

1560337519

Job locations

IC24

Norwich

NR7 0WF

United Kingdom

Job description

Job responsibilities

Package Description:

The Role

Be the calm voice people turn to when they need help most.

Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support.

As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time.

No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment.

This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day.

The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.

To learn more about a day in the life of a Health Advisor click here to watch our video.

100% office attendance required

What you'll be doing

Being the first point of contact for patients

Answer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.

Assessing patient needs safely

Use NHS Pathways and approved processes to assess both urgent and non-urgent conditions, ensuring patients receive safe and appropriate outcomes.

Directing people to the right care

Signpost callers to the most appropriate service, whether that's self-care advice, primary care, urgent treatment, community services or an emergency response.

Managing challenging conversations

Support callers who may be distressed, anxious or vulnerable, demonstrating empathy while maintaining professionalism and appropriate boundaries.

Multitasking with accuracy

Navigate multiple IT systems, record information accurately and follow established processes while speaking with callers.

Delivering high-quality care

Work to quality standards, service expectations and compliance requirements while keeping patient safety at the heart of every decision.

Learning and developing

Take part in training, coaching, competency assessments and ongoing development to continually build your knowledge and confidence.

Supporting safe patient care

Recognise safeguarding concerns, escalate where appropriate and demonstrate IC24's values of Care, Excellence, Respect and Innovation in every interaction.

Who this role suits

You don't need previous healthcare experience to succeed as a Health Advisor.

What matters most is your ability to communicate, stay calm under pressure and genuinely care about helping people. We'll teach you the clinical systems and processes - you bring the right attitude, and we'll help you develop the rest.

You'll thrive in this role if you:

• Care about making a positive difference to people's lives.
• Communicate confidently, listen actively and build rapport with people from all walks of life, with excellent spoken and written English.
• Stay calm, show empathy and make sound decisions in fast-paced or emotionally challenging situations.
• Are confident using technology, navigating multiple computer systems and multitasking accurately.
• Learn quickly, welcome feedback and are committed to continuous development.
• Are reliable, take responsibility for your attendance and performance, and can work a 24/7 rota, including weekends.
• Values inclusion, dignity, confidentiality and respect for everyone

Who are we?

Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK.

Every day, our people help patients access the care they need, when they need it most.

Why IC24?

Working in NHS 111 is rewarding, but it comes with challenges. At IC24, you'll never face those challenges alone.

You'll receive comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians who want to see you succeed. Whether you're joining from customer service, retail, hospitality or healthcare, we'll help you build the confidence and skills to become an outstanding Health Advisor.

Let's be honest about the role

This role isn't for everyone.

Calls can be back-to-back, and you'll regularly speak with people who are worried, distressed or experiencing serious symptoms. The pace is fast, the training is intensive and there's a lot to learn as you build confidence using NHS Pathways, clinical processes and multiple computer systems.

Some new starters underestimate:

• The intensity and volume of calls.
• The emotional impact of difficult conversations.
• The level of multitasking and IT skills required.
• The importance of attendance, punctuality and personal resilience.
• How quickly safe decisions sometimes need to be made.
• The ongoing learning, coaching and quality assessments that support safe patient care.

What can't easily be taught is resilience, emotional intelligence, compassion and a genuine desire to help people.

Working HoursAll Health Advisors must be able to work at least 50% of weekends.

Full-Time Options Youll work a mix of early and late shifts, starting at 7am or 8am and finishing later than 10pm. If preferred, you can choose to work only late shifts or night shifts (typically 10pm to 6am). Weekend shifts are required every other weekend, but you can opt to work more if youd like.

Part-Time OptionsPart-time roles mainly focus on evening and weekend shifts, but a mix of early and evening shifts may be offered.

Weekday shifts are between 4-6-hours, either early between 6am-12noon or late from 4pm and longer shifts on the weekends.

Weekend-only roles are also available, and additional hours may be offered during busy periods

Training and Start DatesWere looking for candidates who can start training in November. Please note, the training for this role runs for 5 weeks and is full time (37.5 hours per week). We offer these courses in two timetables, either Monday-Friday 9am-5pm or Evening and Weekends.

What's in it for you?

• £12.75 per hour, plus enhancements of up to 60% for unsociable hours.
• NHS Pension Scheme
• 33 days annual leave
• Enhanced family leave policies.
• Wellbeing support, Employee Assistance Programme and occupational health services.
• Ongoing training, coaching and career development opportunities.
• Blue Light Card eligibility and access to employee reward and discount schemes.
• The opportunity to do meaningful work that genuinely makes a difference to people's lives.

Employment is subject to proof of eligibility to work in the UK, a satisfactory Enhanced DBS with Barred Lists check, and three years of satisfactory references.

Come and Meet Us If you are shortlisted, we will invite you to an assessment evening at our Norwich Care Coordination Centre, Norfolk, NR7 0WF.This is a great opportunity to learn more about the role, meet the team and take part in a face-to-face interview.

We celebrate brave ideas and brave people.

We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.

We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.

If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.

Job description Job responsibilities Package Description:The RoleBe the calm voice people turn to when they need help most.Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support.As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time.No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment.This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day.The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.To learn more about a day in the life of a Health Advisor click here to watch our video.100% office attendance requiredWhat you'll be doingBeing the first point of contact for patientsAnswer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.Assessing patient needs safelyUse NHS Pathways and approved processes to assess both urgent and non-urgent conditions, ensuring patients receive safe and appropriate outcomes.Directing people to the right careSignpost callers to the most appropriate service, whether that's self-care advice, primary care, urgent treatment, community services or an emergency response.Managing challenging conversationsSupport callers who may be distressed, anxious or vulnerable, demonstrating empathy while maintaining professionalism and appropriate boundaries.Multitasking with accuracyNavigate multiple IT systems, record information accurately and follow established processes while speaking with callers.Delivering high-quality careWork to quality standards, service expectations and compliance requirements while keeping patient safety at the heart of every decision.Learning and developingTake part in training, coaching, competency assessments and ongoing development to continually build your knowledge and confidence.Supporting safe patient careRecognise safeguarding concerns, escalate where appropriate and demonstrate IC24's values of Care, Excellence, Respect and Innovation in every interaction.Who this role suitsYou don't need previous healthcare experience to succeed as a Health Advisor.What matters most is your ability to communicate, stay calm under pressure and genuinely care about helping people. We'll teach you the clinical systems and processes - you bring the right attitude, and we'll help you develop the rest.You'll thrive in this role if you: Care about making a positive difference to people's lives. Communicate confidently, listen actively and build rapport with people from all walks of life, with excellent spoken and written English. Stay calm, show empathy and make sound decisions in fast-paced or emotionally challenging situations. Are confident using technology, navigating multiple computer systems and multitasking accurately. Learn quickly, welcome feedback and are committed to continuous development. Are reliable, take responsibility for your attendance and performance, and can work a 24/7 rota, including weekends. Values inclusion, dignity, confidentiality and respect for everyoneWho are we?Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK.Every day, our people help patients access the care they need, when they need it most.Why IC24?Working in NHS 111 is rewarding, but it comes with challenges. At IC24, you'll never face those challenges alone.You'll receive comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians who want to see you succeed. Whether you're joining from customer service, retail, hospitality or healthcare, we'll help you build the confidence and skills to become an outstanding Health Advisor.Let's be honest about the roleThis role isn't for everyone.Calls can be back-to-back, and you'll regularly speak with people who are worried, distressed or experiencing serious symptoms. The pace is fast, the training is intensive and there's a lot to learn as you build confidence using NHS Pathways, clinical processes and multiple computer systems.Some new starters underestimate: The intensity and volume of calls. The emotional impact of difficult conversations. The level of multitasking and IT skills required. The importance of attendance, punctuality and personal resilience. How quickly safe decisions sometimes need to be made. The ongoing learning, coaching and quality assessments that support safe patient care.What can't easily be taught is resilience, emotional intelligence, compassion and a genuine desire to help people.Working HoursAll Health Advisors must be able to work at least 50% of weekends.Full-Time Options Youll work a mix of early and late shifts, starting at 7am or 8am and finishing later than 10pm. If preferred, you can choose to work only late shifts or night shifts (typically 10pm to 6am). Weekend shifts are required every other weekend, but you can opt to work more if youd like.Part-Time OptionsPart-time roles mainly focus on evening and weekend shifts, but a mix of early and evening shifts may be offered.Weekday shifts are between 4-6-hours, either early between 6am-12noon or late from 4pm and longer shifts on the weekends.Weekend-only roles are also available, and additional hours may be offered during busy periodsTraining and Start DatesWere looking for candidates who can start training in November. Please note, the training for this role runs for 5 weeks and is full time (37.5 hours per week). We offer these courses in two timetables, either Monday-Friday 9am-5pm or Evening and Weekends.What's in it for you? £12.75 per hour, plus enhancements of up to 60% for unsociable hours. NHS Pension Scheme 33 days annual leave Enhanced family leave policies. Wellbeing support, Employee Assistance Programme and occupational health services. Ongoing training, coaching and career development opportunities. Blue Light Card eligibility and access to employee reward and discount schemes. The opportunity to do meaningful work that genuinely makes a difference to people's lives.Employment is subject to proof of eligibility to work in the UK, a satisfactory Enhanced DBS with Barred Lists check, and three years of satisfactory references.Come and Meet Us If you are shortlisted, we will invite you to an assessment evening at our Norwich Care Coordination Centre, Norfolk, NR7 0WF.This is a great opportunity to learn more about the role, meet the team and take part in a face-to-face interview.We celebrate brave ideas and brave people.We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.

Person Specification

Qualifications

Essential

• There are no specific qualifications needed. The essential requirements are excellent communication skills, calmness under pressure, the ability to learn quickly, and a commitment to making a positive difference in peoples lives.

Person Specification Qualifications Essential There are no specific qualifications needed. The essential requirements are excellent communication skills, calmness under pressure, the ability to learn quickly, and a commitment to making a positive difference in peoples lives.

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

Integrated Care 24 Ltd

Address

IC24

Norwich

NR7 0WF

United Kingdom

Employer's website

https://careers.ic24.org.uk/ (Opens in a new tab)

Employer details

Employer name

Integrated Care 24 Ltd

Address

IC24

Norwich

NR7 0WF

United Kingdom

Employer's website

https://careers.ic24.org.uk/ (Opens in a new tab)

Job summary

The Role Be the calm voice people turn to when they need help most. Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support. As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time. No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment. This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day. The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed. To learn more about a day in the life of a Health Advisor click here to watch our video. 100% office attendance required What you'll be doing Being the first point of contact for patients Answer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.

Main duties of the job

This role as an NHS 111 Health Advisor involves serving as the first point of contact for patients seeking medical advice, reassurance, or urgent support. The responsibilities include answering NHS 111 calls, listening to patients' concerns, assessing their needs using NHS Pathways, and directing them to appropriate care. The role requires effective communication, the ability to stay calm under pressure, and a genuine desire to help people. While healthcare experience isn't necessary, the job emphasizes the importance of empathy, professionalism, multitasking, and using multiple IT systems accurately in a fast-paced environment. Comprehensive training and ongoing coaching are provided to help build the required skills and confidence, but new advisors should be prepared for the intensity and volume of calls as well as the emotional impact. Full-time and part-time options are available, and working hours include night, weekend, and holiday shifts, which offer pay enhancements.

About us

Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care, and urgent care services to over six million patients across the UK. The organization is dedicated to helping patients access needed care when they need it the most. As an NHS 111 Health Advisor, youll be part of a team providing critical support, facing rewarding yet challenging situations with comprehensive training and support from experienced colleagues. IC24 commits to equal opportunities, encouraging applications from underrepresented groups, and values inclusion, respect, and innovative solutions to enhance patient care.

Details

Date posted

25 September 2026

Pay scheme

Other

Salary

£24,929.44 a year

Contract

Permanent

Working pattern

Full-time

Reference number

1555062637

Job locations

IC24

Norwich

NR7 0WF

United Kingdom

Job description

Job responsibilities

Package Description:

The Role

Be the calm voice people turn to when they need help most.

Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support.

As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time.

No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment.

This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day.

The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.

To learn more about a day in the life of a Health Advisor click here to watch our video.

100% office attendance required

What you'll be doing

Being the first point of contact for patients

Answer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.

Assessing patient needs safely

Use NHS Pathways and approved processes to assess both urgent and non-urgent conditions, ensuring patients receive safe and appropriate outcomes.

Directing people to the right care

Signpost callers to the most appropriate service, whether that's self-care advice, primary care, urgent treatment, community services or an emergency response.

Managing challenging conversations

Support callers who may be distressed, anxious or vulnerable, demonstrating empathy while maintaining professionalism and appropriate boundaries.

Multitasking with accuracy

Navigate multiple IT systems, record information accurately and follow established processes while speaking with callers.

Delivering high-quality care

Work to quality standards, service expectations and compliance requirements while keeping patient safety at the heart of every decision.

Learning and developing

Take part in training, coaching, competency assessments and ongoing development to continually build your knowledge and confidence.

Supporting safe patient care

Recognise safeguarding concerns, escalate where appropriate and demonstrate IC24's values of Care, Excellence, Respect and Innovation in every interaction.

Who this role suits

You don't need previous healthcare experience to succeed as a Health Advisor.

What matters most is your ability to communicate, stay calm under pressure and genuinely care about helping people. We'll teach you the clinical systems and processes - you bring the right attitude, and we'll help you develop the rest.

You'll thrive in this role if you:

• Care about making a positive difference to people's lives.
• Communicate confidently, listen actively and build rapport with people from all walks of life, with excellent spoken and written English.
• Stay calm, show empathy and make sound decisions in fast-paced or emotionally challenging situations.
• Are confident using technology, navigating multiple computer systems and multitasking accurately.
• Learn quickly, welcome feedback and are committed to continuous development.
• Are reliable, take responsibility for your attendance and performance, and can work a 24/7 rota, including weekends.
• Values inclusion, dignity, confidentiality and respect for everyone

Who are we?

Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK.

Every day, our people help patients access the care they need, when they need it most.

Why IC24?

Working in NHS 111 is rewarding, but it comes with challenges. At IC24, you'll never face those challenges alone.

You'll receive comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians who want to see you succeed. Whether you're joining from customer service, retail, hospitality or healthcare, we'll help you build the confidence and skills to become an outstanding Health Advisor.

Let's be honest about the role

This role isn't for everyone.

Calls can be back-to-back, and you'll regularly speak with people who are worried, distressed or experiencing serious symptoms. The pace is fast, the training is intensive and there's a lot to learn as you build confidence using NHS Pathways, clinical processes and multiple computer systems.

Some new starters underestimate:

• The intensity and volume of calls.
• The emotional impact of difficult conversations.
• The level of multitasking and IT skills required.
• The importance of attendance, punctuality and personal resilience.
• How quickly safe decisions sometimes need to be made.
• The ongoing learning, coaching and quality assessments that support safe patient care.

What can't easily be taught is resilience, emotional intelligence, compassion and a genuine desire to help people.

Working HoursAll Health Advisors must be able to work at least 50% of weekends.

Full-Time Options Youll work a mix of early and late shifts, starting at 7am or 8am and finishing later than 10pm. If preferred, you can choose to work only late shifts or night shifts (typically 10pm to 6am). Weekend shifts are required every other weekend, but you can opt to work more if youd like.

Part-Time OptionsPart-time roles mainly focus on evening and weekend shifts, but a mix of early and evening shifts may be offered.

Weekday shifts are between 4-6-hours, either early between 6am-12noon or late from 4pm and longer shifts on the weekends.

Weekend-only roles are also available, and additional hours may be offered during busy periods

Training and Start DatesWere looking for candidates who can start training in October and November. Please note, the training for this role runs for 5 weeks and is full time (37.5 hours per week). We offer these courses in two timetables, either Monday-Friday 9am-5pm or Evening and Weekends.

What's in it for you?

• £12.75 per hour, plus enhancements of up to 60% for unsociable hours.
• NHS Pension Scheme
• 33 days annual leave
• Enhanced family leave policies.
• Wellbeing support, Employee Assistance Programme and occupational health services.
• Ongoing training, coaching and career development opportunities.
• Blue Light Card eligibility and access to employee reward and discount schemes.
• The opportunity to do meaningful work that genuinely makes a difference to people's lives.

Employment is subject to proof of eligibility to work in the UK, a satisfactory Enhanced DBS with Barred Lists check, and three years of satisfactory references.

Come and Meet Us If you are shortlisted, we will invite you to an assessment evening at our Norwich Care Coordination Centre, Norfolk, NR7 0WF.This is a great opportunity to learn more about the role, meet the team and take part in a face-to-face interview.

We celebrate brave ideas and brave people.

We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.

We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.

If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.

Job description Job responsibilities Package Description:The RoleBe the calm voice people turn to when they need help most.Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support.As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time.No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment.This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day.The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.To learn more about a day in the life of a Health Advisor click here to watch our video.100% office attendance requiredWhat you'll be doingBeing the first point of contact for patientsAnswer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.Assessing patient needs safelyUse NHS Pathways and approved processes to assess both urgent and non-urgent conditions, ensuring patients receive safe and appropriate outcomes.Directing people to the right careSignpost callers to the most appropriate service, whether that's self-care advice, primary care, urgent treatment, community services or an emergency response.Managing challenging conversationsSupport callers who may be distressed, anxious or vulnerable, demonstrating empathy while maintaining professionalism and appropriate boundaries.Multitasking with accuracyNavigate multiple IT systems, record information accurately and follow established processes while speaking with callers.Delivering high-quality careWork to quality standards, service expectations and compliance requirements while keeping patient safety at the heart of every decision.Learning and developingTake part in training, coaching, competency assessments and ongoing development to continually build your knowledge and confidence.Supporting safe patient careRecognise safeguarding concerns, escalate where appropriate and demonstrate IC24's values of Care, Excellence, Respect and Innovation in every interaction.Who this role suitsYou don't need previous healthcare experience to succeed as a Health Advisor.What matters most is your ability to communicate, stay calm under pressure and genuinely care about helping people. We'll teach you the clinical systems and processes - you bring the right attitude, and we'll help you develop the rest.You'll thrive in this role if you: Care about making a positive difference to people's lives. Communicate confidently, listen actively and build rapport with people from all walks of life, with excellent spoken and written English. Stay calm, show empathy and make sound decisions in fast-paced or emotionally challenging situations. Are confident using technology, navigating multiple computer systems and multitasking accurately. Learn quickly, welcome feedback and are committed to continuous development. Are reliable, take responsibility for your attendance and performance, and can work a 24/7 rota, including weekends. Values inclusion, dignity, confidentiality and respect for everyoneWho are we?Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK.Every day, our people help patients access the care they need, when they need it most.Why IC24?Working in NHS 111 is rewarding, but it comes with challenges. At IC24, you'll never face those challenges alone.You'll receive comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians who want to see you succeed. Whether you're joining from customer service, retail, hospitality or healthcare, we'll help you build the confidence and skills to become an outstanding Health Advisor.Let's be honest about the roleThis role isn't for everyone.Calls can be back-to-back, and you'll regularly speak with people who are worried, distressed or experiencing serious symptoms. The pace is fast, the training is intensive and there's a lot to learn as you build confidence using NHS Pathways, clinical processes and multiple computer systems.Some new starters underestimate: The intensity and volume of calls. The emotional impact of difficult conversations. The level of multitasking and IT skills required. The importance of attendance, punctuality and personal resilience. How quickly safe decisions sometimes need to be made. The ongoing learning, coaching and quality assessments that support safe patient care.What can't easily be taught is resilience, emotional intelligence, compassion and a genuine desire to help people.Working HoursAll Health Advisors must be able to work at least 50% of weekends.Full-Time Options Youll work a mix of early and late shifts, starting at 7am or 8am and finishing later than 10pm. If preferred, you can choose to work only late shifts or night shifts (typically 10pm to 6am). Weekend shifts are required every other weekend, but you can opt to work more if youd like.Part-Time OptionsPart-time roles mainly focus on evening and weekend shifts, but a mix of early and evening shifts may be offered.Weekday shifts are between 4-6-hours, either early between 6am-12noon or late from 4pm and longer shifts on the weekends.Weekend-only roles are also available, and additional hours may be offered during busy periodsTraining and Start DatesWere looking for candidates who can start training in October and November. Please note, the training for this role runs for 5 weeks and is full time (37.5 hours per week). We offer these courses in two timetables, either Monday-Friday 9am-5pm or Evening and Weekends.What's in it for you? £12.75 per hour, plus enhancements of up to 60% for unsociable hours. NHS Pension Scheme 33 days annual leave Enhanced family leave policies. Wellbeing support, Employee Assistance Programme and occupational health services. Ongoing training, coaching and career development opportunities. Blue Light Card eligibility and access to employee reward and discount schemes. The opportunity to do meaningful work that genuinely makes a difference to people's lives.Employment is subject to proof of eligibility to work in the UK, a satisfactory Enhanced DBS with Barred Lists check, and three years of satisfactory references.Come and Meet Us If you are shortlisted, we will invite you to an assessment evening at our Norwich Care Coordination Centre, Norfolk, NR7 0WF.This is a great opportunity to learn more about the role, meet the team and take part in a face-to-face interview.We celebrate brave ideas and brave people.We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.

Person Specification

Qualifications

Essential

• Healthcare experience is not required, but candidates should be able to effectively communicate, demonstrate empathy, and work calmly under pressure. A commitment to learning and self-development, reliability, and the capacity to work a flexible 24/7 rota are essential.

Person Specification Qualifications Essential Healthcare experience is not required, but candidates should be able to effectively communicate, demonstrate empathy, and work calmly under pressure. A commitment to learning and self-development, reliability, and the capacity to work a flexible 24/7 rota are essential.

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

Integrated Care 24 Ltd

Address

IC24

Norwich

NR7 0WF

United Kingdom

Employer's website

https://careers.ic24.org.uk/ (Opens in a new tab)

Employer details

Employer name

Integrated Care 24 Ltd

Address

IC24

Norwich

NR7 0WF

United Kingdom

Employer's website

https://careers.ic24.org.uk/ (Opens in a new tab)