NHS 111 Health Advisor - Norwich

NHS 111 Health Advisor 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, on

Main duties of the job

NHS 111 Health Advisor. 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 support, and experienced colleagues, you'll build the skills to succeed.

Person specification

Qualifications

Essential

• 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.

About the employer

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. 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. 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 various under-represented groups.