Call Handler

HTG-UK; Lincoln; Presencial; GBP 14.000 - 21.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Contractual Sick Pay

Employee Assistance Programme

Refer a Friend

Pension Scheme

Full training induction

Descripción de la vacante

HTG-UK in Lincoln is seeking a Call Handler to be the first point of contact for patients and healthcare professionals, arranging non-emergency transport and recording details accurately in our system. The role is on-site at our Lincoln HQ, with a permanent, full-time contract.

You will process transport requests, apply eligibility checks, and maintain a respectful, professional experience from first contact, contributing to our NHS service commitments and safeguarding policies.

Formación

• Fluent English with good IT skills.
• Strong accuracy and attention to detail.
• Ability to handle sensitive or emotional conversations.
• Reliable, punctual and committed to high-quality service.
• Knowledge of GDPR and patient confidentiality.

Responsabilidades

• Receive and process transport requests from patients and healthcare professionals (HCPs).
• Input transport requests into the computerised booking system.
• Handle enquiries and escalate appropriately to ensure smooth communication.
• Apply the agreed eligibility process to bookings for fair service.

Conocimientos

Fluent English

IT skills

Attention to detail

Empathy

Herramientas

Computer booking system

Descripción del empleo

Call Handler

Company: HTG-UK Salary: from £12.71 an hour Hours: Full-time Location: Lincoln, LN6 3DG Working pattern: On-site Job type: Permanent Posting date: 28 Oct 2026 Closing date: 9 Nov 2026

Exciting full-time opportunities available for Call Handlers to join our team at our Lincoln Headquarters Contact Centre

Who Are We?

At Health Transportation Group UK (HTG-UK), we are one of the UK’s leading providers of Non-Emergency Patient Transport, supporting thousands of vulnerable patients across the UK. We proudly serve the NHS, completing over 800,000 essential journeys every year.

We deliver services across a growing number of NHS contracts, including North East Lincolnshire, Mid and South Essex, Dorset, Cornwall & Isles of Scilly, Norfolk & Waveney, and Suffolk and North East Essex. With 22 operational bases and a dedicated team of over 1,200 passionate professionals, we provide safe, caring, and high-quality transport services nationwide.

What Can You Expect?

You would be joining us in the role of Call Handler, where you will be the first point of contact for service users and healthcare professionals. You’ll receive calls that are primarily to arrange non-emergency transport for eligible patients who require assistance getting to and from their healthcare appointments. You’ll ensure every caller receives a respectful and professional experience from their very first interaction with HTG-UK, while accurately recording patient and journey details into our system and upholding HTG-UK’s core values.

Summary of Main Duties

• Receive and process transport requests from patients and healthcare professionals (HCPs).
• Apply the agreed eligibility process to all relevant bookings to ensure fair and consistent service.
• Accurately input transport requests into the computerised booking system.
• Handle enquiries and elevate appropriately to ensure smooth and effective communication.

What’s In It For You?

• Hourly rate £12.71 per hour
• Contractual Sick Pay after 12 months service
• Employee Assistance Programme delivered by the UK’s #1 EAP service- Health Assured
• Increased holiday allowance for long service
• Refer a Friend Earn up to £500 for each friend you bring on board
• Pension Scheme
• Full Call Handler training induction and ongoing mentorship
• Opportunities to grow and develop
• Engaging Workplace Culture with regular company updates and Employee of the Month

Our Commitment to Safer Recruitment

Patient safety is our priority. To work for HTG-UK you will need:

• Enhanced DBS check (Conducted during onboarding if successful)
• Right to work in the UK
• Satisfactory employment and character references
• A satisfactory medical assessmentSuccessfully complete mandatory induction training on commencement of employment.

Equal Opportunities

The Company’s Equal Opportunities policy affirms our commitment to ensure that no patient, employee or job applicant faces discrimination - whether directly or indirectly – based on gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, belief, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable.

Safeguarding

• Attend mandatory training on Safeguarding children and adults
• Ensure they are familiar with their and the organisation’s requirements under relevant legislation
• Adhere to all relevant national and local policies, procedures, and professional codes
• Report any concerns to the appropriate authority
• Maintaining professional boundaries as a Person in a Position of Trust (PiPoT)

Essential Requirements

• Are fluent in the English language, with a good standard of IT skills
• Strong accuracy and attention to detail
• Ability to handle sensitive or emotional conversations appropriately
• Reliable, punctual and committed to delivering high-quality service.
• Ability to communicate with people from diverse backgrounds, showing empathy, respect, and understanding.
• Understanding of patient confidentiality and data protection (GDPR).

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.