Call Centre Operative

NHS; Birmingham; On-site; GBP 10,000 - 40,000; Full time

Job summary

A healthcare organization in Birmingham is looking for Call Centre Operatives. Candidates must be able to provide exceptional service, handle calls professionally, and have a valid driving license. The role includes call handling, administration, and driving duties. Successful candidates will undergo training starting from November 13, 2025. A competitive rate of £13.52 to £16.26 an hour is offered.

Qualifications

• Aged 25 and over with a minimum of one year driving experience.
• Full UK Driving license with no more than 6 points.
• Ability to work under pressure.

Responsibilities

• Provide call handling service and administration duties.
• Chauffeur clinicians to and from home visits.
• Ensure vehicles are checked and maintained.

Skills

Problem solving

Interpersonal skills

Communication

IT skills

Education

GCSE 5-9 (A*-C) Including English and Maths

Job description

We are looking for Call Centre Operative staffmembers who have a drive and passion to make a difference to peoples lives, tobe able to work well as part of a team and have good problem solving andexcellent interpersonal skills with an empathetic nature. You will possessexcellent communication and IT skills and have a professional telephone mannerand the ability to remain calm under pressure.

As well as the call handing service andassociated administration duties there is a requirement to deliver drivingduties, and any task associated with this duty due to business need. You willbe required to carry out the driving duties in a safe and legal manner ensuringthat the vehicle is driven along with the passengers in full compliance withthe full driving regulations and codes, principally the Road traffic Act andthe Highway Code.

Requirements

Forinsurance purposes, you will need to be aged 25 and over with a minimum ofone years driving experience in a manual car to be able to drive a BadgerVehicle.

Full UK Driving licence with no more than 6points

Successful Candidates would need to be able tocommit to classroom-based and live training at the call centre for 3 weeks from13th November 3rd December 2025

Schedule: Monday to Friday from 5pm to 9pm

Main duties of the job

As a representative of Badger, you will ensure thatand exceptional end to end service is provided.

To provide a call handling service and associatedadministration duties as well as this, there may be the requirement to deliverdriving duties, and any task associated with this duty due to business need.

To take telephonecalls from [patients in a professional and courteous manner]

To record allessential information accurately

To prioritisecalls that will be passed to 999

Required to chauffeur multi-purpose clinicians to andfrom home visits within the Badger operating area. This is an essential service not an emergencyservice therefore CCOs do not have special priorities over other road users.

CCOs must ensure that all driving duties as required,are carried out in a safe and legal manner ensuring that the vehicle is drivenalong with the passengers in full compliance with the full driving regulationsand codes, principally the Road traffic Act and the Highway Code.

As part of the role a full licence will be required,and a clean licence is preferred.

About us

Birminghamand District GP Emergency Room (Badger) Ltd is a not-for-profit socialenterprise healthcare co-operative which includes, as part of its group ofcompanies, Badger Medical Ltd, Badger Healthcare Ltd and Sett SupportPartnership plc. Badger consists of Board Leadership; Clinical; Finance;Workforce & HR; Quality & Performance; Operations; IT and BusinessDevelopment departments.

Badger wasestablished in 1996 by local doctors who joined together to initially providean improved out-of-hours service for their patients. Today Badger has opted-inGP members in 60+ practices and provides 24/7 message handling, urgent primarycare and GP out of hours service to a patient base of 1.3 million. We run theUrgent Treatment Services at Solihull and Erdington Stockland Green, with faceto face and 24/7 remote clinical assessment services operating from Bourne Roadin Aston. Our head offices are at Glover Street, near the city centre. Badger was recognised with an Outstanding rating following our CareQuality Commission (CQC) inspection in March 2024.

Job responsibilities

Call Handler duties and Driver duties

1.To arrive at the call centre at the start of theshift time.

2.To ensure that the allocated shift car is checked, prepared and serviceable for homevisit consultations. Once the shift has ended to ensure vehicle is sanitised,cleaned, and all paperwork/waste is disposed in line with process. Anyobservations made regarding vehicles need to be reported to the Duty TeamLeader and form OPS-F-006 is filled in.

3.Ensure that all necessary medical equipment andsupplies are checked at the beginning of each shift.

4.This includes checking the volume ofprescriptions, doctor equipment, paperwork and envelopes for the relevantdoctors / nurses bag.

5.Also ensuring that 1 x Case 1 and 1 x Case 2drug cassettes (yellow or green tagged only) are collected from the CCO officeat Aston Bourne Road and the drug cassette number is recorded in the correctlog.

6.Closing and opening buildings during operationalhours and ensuring that all keys and passes are signed out/in

7.To take telephone calls from patients andaccurately record all essential information on the Adastra system.

8.On receipt of patient call, search patientrecords in line with DPA guidelines, checking patient details and maintainingpatient confidentiality. Ensure we are working within BADGER and CCG contractKPIs and legislative requirements by following call centre SOPs.

9.If an emergency or life-threatening circumstanceis identified, the call is referred to 999 for appropriate service.

10. Always maintaining confidentiality, particularly patient confidentialityand Data Protection Act when obtaining, recording and sharing data.

11. Ensure appropriate and relevant information is captured dependent onhealthcare needs.

12. Advise the Team Leader of any problems and take appropriate action asdirected.

13. Contribute to the continuous improvement of service provision in Badgercommunicating service user feedback to the Team Leaders, taking part in activepilots and schemes.

14. To ensure the premises are always kept clean and any issues are reportedto the Team leader.

15. If a home visit is to be performed to ensure that all home visits,subject to the priority of those calls are carried out immediately andefficiently; in adherence to home visiting guidelines, using the quickest andsafest routes available, whilst adhering to all speed limits and otherrestrictions.

16. Enter information into the Toughbook, at the visiting cliniciansrequest. If the computer system fails and the home visiting team needs to takedetails over the mobile telephone, the CCO must take notes in a legible script.

17. Be pro-active where possible in identifying any potentialdanger/problems when clinicians are visiting patients homes and report theseback to base.

18. To provide emergency Receptionist cover at Primary Care Centers

19. To perform any other relevant duties dictated by the service's changingneeds or operational demand.

The post holder will be required to comply with theduties placed on employees of the Badger Group as set out in the Health andSafety at Work Policy and related procedures.

The post holder hasa legal obligation to make positive efforts to maintain their own personalsafety and that of others by taking reasonable care, carrying out requirementsof the law and following recognised codes of practice

Health & Safety

Person Specification

Driving

• For insurance purposes, you will need to be aged 25 and over with a minimum of one years driving experience in a manual car to be able to drive a Badger Vehicle.

Qualifications

• GCSE 5-9 (A*-C) Including English and Maths
• Good Level of verbal and written English.
• Full UK Driving licence with no more than 6 points

Experience

• Ability to work under pressure.
• Good Organisational & administration skills.

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.

£13.52 to £16.26 an hour(dependent on shift pattern)