Call Handler/administrator

**Job Title**:
Call Handler / Administrator

**Reports To**:
Operations Manager

**Company**:
BMTS (Blood Medical Transfer Services)

**Location**:
Lancing, BN15 8AF

**Working Hours**:
Our operational hours are 24 hours a day, 7 days a week.

Our office is open between the hours of 0800 to 2200

Each shift is 8.5 hours long, including a 60 minutes break, for example 0900-1730 or 1100-1930.

Our shift contracts are on the basis of a 42.5 hour week, working 5 out of 7 days per week.

Working hours may change.

In addition to this, you will be expected to be ‘on call’ 2 evenings per week to manage calls.

**Job Overview**:
The Call Handler / Administrator will be responsible for managing both routine and urgent transportation requests for NHS and non-NHS hospitals.. This role involves coordinating daily operations, handling administrative tasks, and ensuring efficient communication between clients, drivers and our leadership team

The role is both demanding, challenging and ultimately very rewarding - you could be dealing with routine work in one moment up to coordinating a major hemorrhage emergency situation the next

**Key Responsibilities**:
Call Handling:
Answer and manage incoming calls from clients, addressing routine, ad-hoc, urgent, and emergency transportation requests.

Log all transportation requests accurately into the system.

Prioritise and dispatch transport requests based on urgency and availability of resource.

**Coordination**:
Resource and schedule daily routine runs, ensuring optimal use of available drivers and vehicles.

Coordinate with drivers to communicate job details and address any issues that arise during transportation.

Monitor and track the progress of jobs, providing real-time updates to clients as necessary.

Ability to use multiple tracking systems accurately.

**Client Interaction**:
Provide excellent customer service, responding promptly to client enquiries and resolving any issues.

Communicate effectively with Clients to ensure smooth coordination of transportation services.

Maintain positive relationships with clients, addressing their needs and concerns professionally.

**Administration**:
Prepare and organise logístical stock items for transportation, ensuring they meet client specifications.

Handle driver queries related to job assignments, schedules, and operational issues.

Organise and schedule vehicle maintenance, ensuring fleet vehicles are in safe and working order.

Maintain accurate records of all jobs, driver activities, and vehicle maintenance via our intuitive web-based systems

**Other Duties**:
Perform general administrative tasks as needed to support the smooth operation of the office

Contribute to process improvement initiatives to enhance service efficiency and quality.

Assist in training new staff members as required.

If required, supporting the team and clients by transporting service requests on the road.

**Key Skills and Competencies**:
Excellent verbal and written communication skills.

Strong ability to multitask, prioritise, and manage time effectively.

Ability to think quickly and make informed decisions in high-pressure situations.

Meticulous attention to detail to ensure accuracy in all tasks.

Proficiency with office software (e.g., MS Office) and ability to learn company-specific software systems.

Commitment to providing exceptional customer service.

Hold a full manual driving licence.

**Qualifications and Experience**:
Previous experience in call handling or administrative roles.

Familiarity with transportation coordination and dispatching processes.

Understanding NHS and healthcare terminology and logistics requirements is an advantage.

Ability to work flexible hours, including weekends and bank holidays, as part of a rotational schedule.

Ability to work unsocial hours

Valid driver’s license and willingness to deliver items if needed.

Ability to perform repetitive tasks whilst having a high level of attention to detail for extended periods.

**Personal Attributes**:
Reliable and punctual.

Professional and courteous demeanor.

Ability to work independently and as part of a team.

Adaptable and open to change in a fast-paced environment.

**Benefits**:
Casual dress

28 days holiday (including bank holidays)

Paid day off for your Birthday

Employee discount - Blue light card and other NHS discounts

Pret Coffee Membership plan

Discounted gym membership

Flexible working

On-site parking

Pension scheme

This job specification outlines the primary duties, skills, and qualifications required for the role of Call Handler / Administrator. It is not an exhaustive list of all responsibilities, duties, and skills required for the position. Duties, responsibilities, and activities may change at any time with or without notice.

**Job Types**: Full-time, Permanent

Pay: £27,986.40-£28,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Flexiti