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 11 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?**

The Contact Centre receives thousands of calls from a wide range of people, including patients, GP surgeries, healthcare providers such as hospitals, clinics and other health care colleagues to book non-emergency patient transport for patients who are eligible and require assistance to get to and from their healthcare appointments.

Working as a **Call Handler,** you will be the initial point of contact for service users and healthcare professionals and you will make sure they are treated with compassion and respect from their very first interaction with HTG-UK. You will be ensuring all patient/journey details that are received are recorded correctly on the our computerised system, whilst maintaining the companies core values.

We have full time, permanent positions available, working 37.5 hours per week, 5 days out of 7 on a rolling rota.

We are also advertising these roles **nationally,** as **remote working **can be offered. The 2-week call handler training is completed at our Lincoln HQ, however, travel expenses can be arranged & reasonable hotel expenses will also be granted.

**Salary - National Minimum Wage based on age.**

**Key Responsibilities**:

- Answer incoming calls within the time specified by the agreed service levels.
- Ensure the company system is updated and calls are logged with all relevant information in line with HTG-UK company policies.
- Liaise with the Planners/Controllers and highlight or escalate any known issues or queries that may impact on service delivery to our patients.

**Essential Skills and Experience**:

- Fluent in English language, with a good standard of IT skills
- Strong accuracy and attention to detail
- Ability to handle sensitive issues appropriately
- Reliable and punctual
- Ability to communicate with people from different backgrounds and show consideration, empathy and respect for service users

**What will you receive?**
- Full comprehensive training for the role
- Contractual sick pay
- Refer a friend bonus scheme - Receive £500 for each friend you refer
- Employee Assistant Programme
- A rewarding job
- Regular competitions and prizes
- Opportunity for further development into management

**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**: £20,319.00 per year

**Benefits**:

- Company pension
- On-site parking
- Referral programme
- Sick pay
- Work from home

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

Application deadline: 27/02/2024