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Discover Rachel’s journey from Health Advisor to Staff Experience Advocate at NHS 111 Stockton-on-Tees, where she found meaningful work, personal growth, and a supportive, vibrant community.
When I first came across the NHS 111 job advert for a new contact centre opening in Stockton-on-Tees, I never imagined it would change my life. My background was in customer service, cafés, and office admin; but never healthcare. But what stood out was the opportunity to train into the role. As a mum of two, the idea of flexible shifts and meaningful work really appealed to me.
I applied, attended an assessment centre, and soon began my journey as an NHS 111 Health Advisor with Practice Plus Group.
Adjusting to a classroom environment after years away was a challenge. But the four weeks training course was incredibly informative. I especially loved learning about NHS Pathways and the biology behind the system. We moved from classroom learning to coached calls, and with great support, I was signed off and ready to take calls independently.
Handling 111 calls can be challenging. Some situations are emotionally difficult, especially those involving vulnerable or elderly patients. But helping people in distress is what makes this job so meaningful. Every call is a chance to make a difference.
After just a few months, I saw a posting for Staff Experience Advocate and knew it was right for me. I love helping people, and this role lets me guide new team members through their first six months by answering questions, easing worries, and being a friendly face in what can feel like a big, new world.
I still jump on the phones when needed, but now I also get to build relationships across the contact centre and create a supportive environment for everyone.
From the moment I walked in, I knew there was something special about working at NHS 111 Stockton-on-Tees. The centre is modern, new, and welcoming. The senior management team is approachable and always visible, working right alongside us. We have fun, we support each other, and we work hard to make a real impact.
There’s a strong sense of community and camaraderie. I know everyone by name, and that helps create a workplace where people feel seen and supported.
“I actually love coming to work. It’s… I can be just Rachel. I can work. I can get on with things and I can have a hot cup of coffee.”
If you’re thinking of joining NHS 111, especially here in Stockton, you won’t just find a job— you’ll find a team, a community, and a role that lets you grow while being you.
