Call Handler

EMED Group; Hempstalls; Remote; GBP 14,000 - 21,000; Full time

Benefits offered by this job

Life Assurance

Sick pay

GP access 24/7

Second medical opinion

Pension scheme

Blue Light Card

Uniform provided

Employee assistance programme

Flu vaccination

Job summary

EMED Group is seeking a Call Handler to join our Stoke-on-Trent team. You will handle patient transport bookings, coordinate with clinicians and transport staff, and ensure a high level of customer service.

The role is full-time, 37.5 hours across 4 days with some weekend work, paying £12.71 per hour. A strong focus on confidentiality, teamwork, and punctuality is essential.

Qualifications

• Experience in a call centre or phone-based role.
• Good literacy, numeracy, and IT skills.
• Willingness to develop existing skills.
• Ability to work to deadlines.
• Strong verbal and written communication.
• Organised and logical.
• Ability to prioritise workload.
• Team player and able to work independently.
• Flexible approach to working hours.
• Respect for confidentiality and handling sensitive issues.
• Enthusiastic and motivated.
• Punctual and reliable.

Responsibilities

• Book hospital discharges and transfers, often under time-critical pressures.
• Arrange regular journeys for renal and oncology patients.
• Contact service users 24–48 hours before travel to confirm journeys.
• Coordinate with road staff, ambulance crews, PTLOs, and dispatchers to ensure smooth journeys.
• Follow safeguarding practices to support service users and colleagues.
• Act as first point of contact for service users' transport queries.
• Refer callers to alternative options when needed.
• Stay updated on policy and procedure changes.
• Complete required training.
• Support and supervise junior staff when required.
• Perform any other duties related to the role.

Skills

Call centre experience

Literacy & numeracy

IT skills

Customer service

Deadline-driven

Verbal communication

Written communication

Organised

Prioritisation

Team player

Flexible hours

Confidentiality

Punctuality

Job description

We have a fantastic opportunity for a Call Handler to join our team based in Stoke-on-Trent.

We are looking for enthusiastic, care focused individuals, who are organised and have a passion for excellent customer service.

Full time in Stoke-on-Trent | 37.5 hours across 4 days including some weekends | £12.71 per hour

Main Duties:

• Booking discharges and transfers from hospital, often under time critical circumstances.
• Booking regular journeys for renal and oncology patients.
• Contacting service users 24-48 hrs prior to travel to confirm the journey.
• Communicating with road staff, ambulance care assistance, paramedics, patient transport liaison officers (PTLO), controllers and dispatchers as part of a multi-disciplinary team to ensure a successful journey for all services users.
• Being aware of safeguarding practises and having the knowledge of when to use these skills to assist and support all service users and work colleagues.
• Being the first point of contact for service users for questions or enquiries about patient transport.
• Being able to transfer or refer callers to an alternative appropriate option, if you’re not able to answer or help directly.
• Keep up to date with changes in policies and procedures.
• Undertake all necessary training.
• To support, assist and supervise less experienced staff when necessary.
• Undertake any other duties and responsibilities related to this role.

Successful candidates will have:

• Good standard of literacy, numeracy, and IT skills.
• Customer service experience preferably obtained in a call centre/phone-based role.
• Willingness to develop existing skills.
• Ability to work to deadlines.
• Good verbal and written communication skills.
• Organised and logical.
• Ability to prioritise workload.
• Able to work as part of a team as well as independently.
• Flexible approach to working hours.
• Respect for confidentiality and the ability to handle sensitive issues appropriately.
• Enthusiastic and motivated.
• Punctual and reliable.
• Ability to display a positive attitude.
• Diplomatic and professional.

Some of the benefits you can expect.

• Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• Company sick pay covering full salary for 20 days after 2 years’ service.
• 24/7 online/telephone GP Consultation and access to prescriptions.
• 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
• Hospital cash plan benefits with sickness protection scheme.
• Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
• Financial guidance re retirement planning, tax savings and state benefits.
• Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.
• Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation, to provide support to colleagues and our local communities.
• Pension Scheme.
• Blue Light Card.
• Uniform provided.
• EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
• Flu vaccination (through an internal campaign in Autumn/Winter).

Our Values

Collaborative – we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.
Agile – We listen, learn and adapt to improve the business, each other, and ourselves.
Reliable – We do what we say we will do, we take responsibility and we behave with integrity.
Empowered – We are confident and committed to taking responsibility to deliver the highest quality service.

About Us

EMED Group is an established healthcare logistics provider that enables access to health and social care through our four specialist divisions. We are one of the largest health and care partners to the NHS with 4,000 colleagues across over 60 bases UK-wide.

EMED Group is committed to pro-actively improving the wellbeing of our communities by providing access to vital health and social care services across the UK.