Call Handler

EMED Group; Stoke-on-Trent; On-site; GBP 14,000 - 21,000; Full time

Benefits offered by this job

Life Assurance

Pension Scheme

Uniform provided

EAP

Flu vaccination

Job summary

EMED Group is seeking a Call Handler based in Stoke-on-Trent to provide enthusiastic, care-focused customer service. You will be the first point of contact for patient transport, book journeys and coordinate with a multi-disciplinary team to ensure safe, timely travel.

This full-time role (37.5 hours over 4 days, some weekends) pays £12.71 per hour. You will develop your skills, handle enquiries, maintain confidentiality and support junior colleagues as part of a values-driven NHS partner.

Qualifications

• Good literacy, numeracy and IT skills.
• Customer service experience, preferably in a call centre/phone-based role.
• Willingness to develop existing skills and work to deadlines.
• Strong verbal and written communication; organised and able to prioritise work.

Responsibilities

• 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 teams, PTLOs and dispatchers to ensure safe journeys.
• Adhering to safeguarding policies and supporting service users and staff.
• Being the first point of contact for service users with questions about patient transport.
• Transferring or referring callers to appropriate options if unable to answer.
• Keeping up to date with policy changes and completing required training.
• Support and supervise less experienced staff when necessary.
• Undertake other duties related to the role.

Skills

Literacy and numeracy

IT skills

Customer service

Deadline oriented

Verbal communication

Written communication

Organised

Team player

Flexible working

Confidentiality

Punctual

Positive attitude

Diplomatic

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.