Call Handlers

EMED Group; Shrewsbury; On-site; GBP 14,000 - 21,000; Full time

Job summary

EMED Group is seeking a Call Handler in Shrewsbury to join our patient transport team. You will be the first point of contact for service users, manage bookings and coordinate journeys with care and sensitivity. A reliable, organized, and customer-focused approach is essential.

We offer full-time permanent roles at £12.71 per hour with rota patterns including potential weekends. Training and safeguarding guidance will be provided as you develop in a multidisciplinary NHS-linked environment.

Qualifications

• 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.

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 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.

Skills

Customer service

Call centre

Communication

Teamwork

Time management

Tools

IT skills

Job description

We have a fantastic opportunity for Call Handlers to join our team based in Shrewsbury. We are looking for enthusiastic, care focused individuals, who are organised and have a passion for excellent customer service. Full time | Permanent | £12.71 per hour Rota patterns available -

• 40.34 hours per week (4 on, 4 off)
• 37.5 hours per week across 5 shifts including some weekends

We are operational between Monday-Sunday, 08.00-20.00. Please only apply if you can commit to one or both of these shift patterns.

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.

• 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.

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.