Call Handler

**Who are we?**

HTG-UK (Health Transportation Group UK) is one of the UK’s largest Non-Emergency Patient Transport (NEPTS) providers, carrying out over 550,000 journeys on behalf of the NHS every year. We have a total of 15 operational bases across the UK, over 700 employees and are leading the way in delivering safe, caring, high-quality patient transport.

**What can you expect?**

Working as a **Call Handler,** you will be the initial point of contact for patients, their representatives and Healthcare Professionals when they ring the HTG-UK Call Centre to make booking arrangements.

Your main aim in this role, will be to contribute to the overall service delivery model by ensuring all details that are received are captured on the relevant computerised system both accurately and effectively, whilst promoting and maintaining the companies core values.

We are advertising these roles **nationally,** as **remote working **can be offered if necessary. The 2 week call center training is completed at our Lincoln HQ, however, travel expenses can be arranged & reasonable hotel expenses will also be granted.
- **We have 1 full time, permanent position available working 37.5 hours per week on a rolling rota.**_

**Salary: £18,525 per annum**

**Key Responsibilities**:

- Answer incoming calls within the time specified by the agreed service levels
- Ascertain the relevant information and call details to ensure right communication. Log these details onto the helpdesk Service Desk call management system (i.e., Cleric) to provide accuracy in the system
- Ensure the company system is updated and calls are logged with all relevant information in line with HTG-UK company policies
- Liaise with the Call planners/Controllers and highlight/escalate any known issues or queries that may impact on service delivery to our patients
- To be flexible and adaptable where required
- Escalate issues to the Team Leaders as appropriate

**Essential Skills**:

- Good communication skills - both verbal and written
- Articulate & able to develop good working relationships with colleagues & clients
- Fluent in English language
- Intermediate IT skills
- Fully flexible with working hours
- Reliable
- Strong accuracy and attention to detail
- To be able to work from home if required.

**What will you receive?**

A Rewarding job

Contractual sick pay

Full Training - Full comprehensive training is provided

Employee Assistance Programme

Regular competitions and prizes

Opportunity for further development into management

Refer a friend bonus scheme

**Equal Opportunities**

The Company’s Equal Opportunities policy affirms our commitment to ensure that no patient, employee or prospective employee is discriminated against, whether directly or indirectly on the grounds of gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, creed, 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. All employees have a responsibility to support the organisation in our duties by:

- Attending mandatory training on Safeguarding children and adults
- Making sure they are familiar with their and the organisation’s requirements under relevant legislation
- Adhering to all relevant national and local policies, procedures, and professional codes
- Reporting any concerns to the appropriate authority

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

**Salary**: £18,525.00 per year

**Benefits**:

- On-site parking
- Referral programme
- Sick pay

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

Application deadline: 24/03/2023