Call Handler

EMED Group; Nottingham; Hybrid; GBP 14,000 - 21,000; Full time

Benefits offered by this job

Life Assurance

Company sick pay

Pension Scheme

GP consultations 24/7

EAP

Job summary

EMED Group is seeking dedicated Call Handlers to join our Nottingham-based team (NG2). You will be the first point of contact for patients and service users, coordinating hospital discharges and transport requests with a focus on timely, compassionate service.

The role offers a permanent contract, 37.5 hours weekly, with shifts between 07:00 and 20:00, Monday to Friday. We value reliability, teamwork and a proactive approach to safeguarding and patient care.

Qualifications

• Experience in customer service, preferably in a call centre.
• Organised, able to work to deadlines.
• Excellent verbal and written communication.
• Willingness to develop existing skills.
• Confidentiality and discretion.
• Flexible with shifts.

Responsibilities

• Booking discharges and transfers from hospital under time-critical circumstances.
• Booking regular journeys for renal and oncology patients.
• Communicate with road staff, ambulance personnel, PTLO, controllers and dispatchers as part of a multi-disciplinary team.
• Be the first point of contact for service users.
• Transfer or refer callers to alternative options when needed.
• Keep up to date with policy changes.
• Undertake training and supervise less experienced staff when necessary.
• Undertake any other duties related to the role.

Skills

Customer service

Call centre

Communication

IT literacy

Organised

Job description

We have a fantastic opportunity for Call Handlers to join our team based in Nottingham (NG2)

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

This is a permanent, 37.5 hrs per week role working shifts between 07:00 - 20:00 Mon - Fri

Some of the benefits you can expect.

• £12.71 per hour
• 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).

Main Duties:

• Booking discharges and transfers from hospital, often under time critical circumstances.
• Booking regular journeys for renal and oncology patients.
• 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.

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.