Call Handler

6 months ago

StokeonTrent, United Kingdom EMED Group Full time

We have a fantastic opportunity for full-time Incident/Patient Booking Call Handlers to join our team based in Campbell Road, Stoke on Trent.

**The Role**

As an incident call handler, you will be responsible for taking escalation, Safeguarding and RTA calls, from colleagues in a timely manner. You will have, excellent communication and listening skills, along with great attention to detail.

Liasing with third parties will be a key part of this role with patient and colleagues’ wellbeing and safety. As a Patient Call Handler, you’ll play a key role in making sure our patients are treated with empathy, care and respect, from their very first phone call.

You’ll work in our contact centre, as part of a wider team, answering incoming enquiry calls from patients as well as healthcare providers such as hospitals, clinics and GP surgeries to arrange non-emergency patient transport. This is an essential service EMED supports the NHS with and includes journeys from a patient’s home to medical appointments and patient transfers between hospitals and healthcare settings.

Using our in-house IT systems, you’ll carry out screening as part of the eligibility criteria prior to booking transport. You’ll record patient details carefully and accurately, taking their individual circumstances and needs into consideration. You may be dealing with requests for same day transport or a future date. You’ll need good listening and communication skills to talk to people from different backgrounds and know how to show consideration, empathy and respect for patients. You’ll need good planning and organisational skills, as you’ll also be responsible for confirming patient journeys, by making outgoing calls to service users before their booked journey takes place.

From time to time, a patient may not be eligible for the patient transport service, so you may have to deliver a more difficult message and direct them to other more suitable transport options. Being used to handling those types of situations and working in a calm and professional manner is essential.

**Key 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.

**Must have skills and experience**
- 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

**What benefits can you expect?**
- Life Assurance - providing colleagues and their family financial peace of mind and protection to the value of £5,000.
- 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.
- Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
- Unlimited mental health consultations.
- Unlimited 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 colleag

  • Call Handler

    7 months ago

    Stoke-on-Trent, United Kingdom Uniting People Full time

    **Call Handler** **£23,000 rising to £23,500 after probation** **Bonus of up to £2400 annually + one off £500 bonus after 3 months of training** Our client is working in partnership with government bodies and huge household names helping their customers manage their credit. **Benefits**: - Earn while you learn one off £500 bonus paid after 3 months -...

  • Call Handler

    6 months ago

    Stoke-on-Trent, United Kingdom EMED Group Full time

    We have a fantastic opportunity for a full-time Call Handler to join our team based in Stoke on Trent. This role will be working 4 x 10 hour shifts each week on a variable shift pattern covering Monday-Sunday. The role is 38 hours per week with a 30 min unpaid break each day. **The role** As a Call Handler you’ll play a key role in making sure our...

  • Call Handler

    8 months ago

    Stoke-on-Trent, United Kingdom EMED Group Full time

    EMED Group has an opportunity for a Call Handler to join our busy Staffordshire team. **BANK POSITION TO WORK AD HOC SHIFTS TO MEET BUSINESS NEEDS.** EMED Group are a leading patient transport service spanning across the UK and we provide a range of specialist patient transport and courier services to the NHS. We are a reliable, caring service that puts...

  • Call Handler

    6 months ago

    Stoke-on-Trent, United Kingdom EMED Group Full time

    We have a fantastic opportunity for a full time Call Handler to join our team based in Stoke-on-Trent, Staffordshire. **The role** As a Call Handler you’ll play a key role in making sure our patients are treated with empathy, care and respect, from their very first phone call. You’ll work in our contact centre, as part of a wider team, answering...

  • Call Handler

    6 months ago

    Stoke-on-Trent, United Kingdom Uniting People Full time

    **Call Handler** **Monday to Friday + 1 in 4 Saturday (8am to 12.30pm)** **£23,000 rising to £23,500 after 6 months** **Bonus: £2400 annually + £500 after 3 months training** We are recruiting for a leading organisation based in Stoke, they are a customer focused business looking to provide a great service to their customers. You will be joining a...

  • Call Handler

    6 months ago

    Stoke-on-Trent, United Kingdom Uniting People Full time

    **Call Handler** **£23,000 rising to £23,500 after probation** **Bonus of up to £2400 annually + one off £500 bonus after 3 months of training** Our client is working in partnership with government bodies and huge household names helping their customers manage their credit. **Benefits**: - Earn while you learn one off £500 bonus paid after 3 months -...

  • Call Handler

    7 months ago

    Stoke-on-Trent, United Kingdom Uniting People Full time

    **Call Handler - Customer Service** **Monday to Friday 8.30am to 5.30pm** **Stoke-on-Trent** **£23,400** We are recruiting for Customer focused individuals who will provide customers with a first-class service! Our client is a leading organisation within their industry and are looking to build their successful Customer Service team. **You will be**: -...

  • Call Handler

    6 months ago

    Stoke-on-Trent, United Kingdom Uniting People Full time

    **Call Handler** **£23,000 rising to £23,500 after probation** **Bonus of up to £2400 annually + one off £500 bonus after 3 months of training** Do you want to kick-start your career within financial services? Are you looking for a change of career? Our client is working in partnership with government bodies and huge household names helping their...

  • Customer Service Call Handler

    7 months ago

    Stoke-on-Trent, United Kingdom Uniting People Full time

    **Customer Service Call Handler** **Full Time/Permanent** **£21,500 to £25,000 DOE** **Bonus - OTE £30k** You will be working within the Customer Service department for a market leading company, based at their head office in Stoke. **Role**: - To process and resolve customer requests in a polite and efficient manner. - To ensure that the Audit function...

  • Call Handler

    6 months ago

    Stoke-on-Trent, United Kingdom EMED Group Full time

    We have a fantastic opportunity for a full time Call Handler to join our team based in Stoke-on-Trent, Staffordshire. This is a fixed term contract for 15 months. **The role** As a Call Handler you’ll play a key role in making sure our patients are treated with empathy, care and respect, from their very first phone call. You’ll work in our contact...

  • Call Handler

    7 months ago

    Stoke-on-Trent, United Kingdom Uniting People Full time

    **£21,500 to £23,500 Dependent on Experience** **Bonus Scheme** **Monday to Friday, 37.5 hours** **Stoke-on-Trent** **We are ideally looking for people with the below skills to work within our clients fast paced customer service department**: - Self-motivated and able to work to and achieve a variety of targets - The ability to close a sale and overcome...

  • Call Handler

    6 months ago

    Stoke-on-Trent, United Kingdom Uniting People Full time

    **Customer Service Advisor - Call Based** **£23,000-£23,500 Basic + Bonus** **Monday - Friday Mainly (one in four Saturday's - 8am-12.30pm)** **Office Based** - Responding to customer enquiries regarding payments/payment plans - Provide excellent customer service - Written and verbal communication Start Date: June **Job Types**: Full-time,...

  • Contact Centre Call Handler

    6 months ago

    Burton-On-Trent, United Kingdom TTS360 Full time

    As a Contact Centre Claims handler you will be responsible for answering incoming FNOL (First notification of loss) and Roadside Assistance calls who may be road side in stressful situations. You will be required to collate information relating to potential claims, ensuring a complete and accurate description of the accident or incident circumstances is...

  • Call Centre Agent

    6 months ago

    Stoke-on-Trent, United Kingdom Uniting People Full time

    **Call Handler** **£23,000 rising to £23,500 after probation** **Bonus of up to £2400 annually + one off £500 bonus after 3 months of training** **Role**: - Handling inbound and outbound calls to discuss customer payments - Build up rapport with customers quickly on the call - Excellent listening skills - Working with the customer in order to find the...

  • Outbound Call Handler

    7 months ago

    Bradford-on-Avon, United Kingdom White Horse Employment Full time

    White Horse Employment are excited to be working with a long-standing client, based in **Bradford on Avon, **who are looking to add to their growing team as they see ongoing, significant growth. We are seeking personable, dynamic **Outbound Call Handlers** who have experience working in customer facing/sales based roles to join their team on a **long-term,...

  • Call Centre Agent

    7 months ago

    Stoke-on-Trent, United Kingdom Uniting People Full time

    **Call Handler** **£23,000 rising to £23,500 after probation** **Bonus of up to £2400 annually + one off £500 bonus after 3 months of training** **Role**: - Handling inbound and outbound calls to discuss customer payments - Build up rapport with customers quickly on the call - Excellent listening skills - Working with the customer in order to find the...

  • Call Centre Agent

    6 months ago

    Stoke-on-Trent, United Kingdom Uniting People Full time

    **Call Handler** **£23,000 rising to £23,500 after probation** **Bonus of up to £2400 annually + one off £500 bonus after 3 months of training** **Role**: - Handling inbound and outbound calls to discuss customer payments - Build up rapport with customers quickly on the call - Excellent listening skills - Working with the customer in order to find the...

  • Claims Handler

    1 week ago

    Basford, Stoke-on-Trent, Staffordshire, United Kingdom CV-Library Full time

    Claims Handler Newcastle-Under-Lyme £22,500 - £25,000 per annum Monday to Friday, 37.5 hours per week Are you an experienced Claims Handler seeking a new challenge with a team that excels beyond industry standards? Our client boasts over a century of combined claims expertise, providing you with the opportunity to grow, broaden your...

  • Cco Call Centre Team Leader

    7 months ago

    Stoke-on-Trent, United Kingdom EMED Group Full time

    We have a fantastic opportunity for a Call Centre Team Leader to join our team based in Stoke, Staffordshire. This role is full time (37.5 hours per week), working variable hours, Monday to Friday. **Role Responsibilities** The role of the CCO Call Centre Team Leader is to closely monitor all call taking activities and contract performance throughout the...

  • Account Handler

    7 months ago

    Newark-on-Trent, United Kingdom Brave Human Capital Group Ltd Full time

    **Account Handler** **Location**: Newark-on-Trent **Salary**: £27,000-£30,000 **Hours**: Full-time - Monday to Friday - 9.00-5.00 **The Company** Our client is one of the most trusted and reputable organisations within the insurance industry, regularly winning consumer awards for their excellent products and best-in-class customer service. They have...