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HTG-UK; Lincoln; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Pension Scheme

Employee Assistance Programme

Contracted Sick Pay after 12 months

Refer a Friend up to £500

Full Call Handler training

On-site parking

Opportunities to grow

Job summary

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. The role is full-time, based at our Lincoln HQ, with on-site parking and a 37.5-hour week across Monday to Sunday.

You will record journey details accurately, follow eligibility processes, and maintain a respectful, professional experience from the initial contact.

Qualifications

• Enhanced DBS check required on onboarding.
• Right to work in the UK.
• Satisfactory employment and character references.
• Mandatory induction training completed on commencement.

Responsibilities

• Receive and process transport requests from patients and healthcare professionals.
• Apply eligibility checks to bookings to ensure fair and consistent service.
• Input transport requests into the booking system accurately.
• Handle enquiries and escalate where needed to ensure smooth communication.

Job description

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.

We offer full-time, permanent positions with a 37.5-hour working week, scheduled flexibly across Monday to Sunday. The role is based in North Hykeham, within walking distance of the train station, with free on-site parking available.

Summary Of Main Duties Include

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 escalated 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 assessment

Successfully 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

The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously and therefore all employees at HTG-UK are expected to:

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)

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.