Emergency Call Handler Apprenticeship

Salary: £25,000 plus 25% shift allowance

Location: Birmingham, Nottingham, Potters Bar

Closes on: 4 March 2024 at 12:00pm

Programme start date: May 2024

National Highways is responsible for looking after England’s motorways and major roads, and to do this we have seven control centres across the country, as well as a National Traffic Operations Centre.  

Our Control Room Operators are responsible for responding to emergency calls and setting signs and signals when they are required on our roads 24 hours a day, 7 days a week.

To find out more about our Control Rooms, please take a look at our careers site.

Our Regional Operations Centre operates 24/7, 365 days of the year, so our operators work 6 days on, 3 days off and shifts consist of a variety of shifts.

Due to the night shift requirements, all applicants must be 18 years old or over from May 2024. You must also live within a 1-hour commute of the Operations Centre you wish to apply for.

What you'll be doing

Our Programme starts in May 2024 and we’re looking for hard working individuals to join us on an 18-month Emergency Call Handling apprenticeship with opportunities available at our West Midlands, East Midlands and South Mimms Regional Operations Centres.

Through the apprenticeship you’ll build your experience and knowledge in a wide variety of areas including:

  • Receiving emergency and non-emergency contacts from the public and other agencies using a range of communication tools, for example, telephone or online.
  • Analysing and assessing information to identify risks to the public colleagues and, where relevant, other agencies.
  • Deciding and taking appropriate course of action, using sector specific grading guidelines or mobilising procedures.
  • Using a variety of sector specific technology to identify, record and update information relevant to the incident.
  • Applying appropriate and effective communication techniques in a variety of situations, which could be in routine or life endangering circumstances. This includes questioning, listening, giving instructions or advice, and managing expectations.
  • Working with internal and external partner agencies to ensure an effective response to incidents.

What you'll get in return

By combining working and learning, you’ll gain valuable hands-on experience and pave the way for a bright future with us. We’ll support your development every step of the way and you’ll enjoy the chance to shape your future with personalised development plans and career guidance.

You’ll have:

  • A dedicated line manager and mentoring from senior team members to provide encouragement, direction and career planning support.
  • Opportunities to connect and network with other apprentices through our Early Talent community.

As well as a competitive salary, you’ll also have access to a fantastic employee benefits package including:

  • Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays).
  • Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus, access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines.
  • Great deals, discounts and cash back offers from well-loved retailers.
  • Access to an ABTA bonded travel agency  
  • Contributory pension scheme with generous employer contributions.

What you’ll need to succeed 

It takes all kinds of people to keep our organisation (and roads) moving. Whatever your age, whatever your background, an apprenticeship is just the start of a long, fulfilling career with us.

If you can show that you’ve got what we see in our apprentices every day, you’ll be a great match. You’ll have:

  • The ability to work effectively with others in a team.
  • The ability to work to timescales, understanding when and how to prioritise.
  • The ability to give and receive information effectively.
  • The ability to write clearly and concisely.
  • A desire and passion to grow your career at National Highways.

You’ll also need to have these essential qualifications:

  • Maths and English GCSE grade 4-9/A*-C/ Functional Skills L2 (Maths and English

 It is key to know all offers to onto our apprenticeships are subject to satisfactory completion of our pre-employment checks. This includes a Right to Work check, reference check and a DBS criminal record check.

About us

Our strategic road network carries a third of all traffic and two thirds of all our country's freight. By investing in the right projects (and in the brightest talent), we’re building a network that makes everyone better off.

Making sure our customers have safe and reliable journeys is at the heart of everything we do in Operations. We keep the roads open for business and play a key role in making sure the network we manage is fit for purpose today and for the future.

Why you should join us

At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We’re proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers. So, if you put safety first, take ownership of your work, show passion in what you do, work effectively in a team and demonstrate integrity in how you do it – then you’ll be a great fit for our organisation.

And finally 

Please complete your application as soon as possible, as we may close to new applications earlier than the current closing date of 25th February 2024.

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