Contact Centre Operations Manager

2 weeks ago

Leeds, Leeds, United Kingdom EMED Group Full time
About the Role

We are seeking a highly skilled and experienced Contact Centre Advisor and Controller to join our team at EMED Group. As a key member of our operations team, you will play a vital role in ensuring the smooth and efficient delivery of our patient transport and care services.

Key Responsibilities
  • Manage the allocation of resources to meet patient and contractual obligations, while maintaining high performance targets.
  • Take control and handover from dispatch at contract-defined times, ensuring the efficient dispatch of all contracts.
  • Process bookings from patients, hospitals, and GPs, using the phonetic alphabet to confirm details and ensure accurate data capture.
  • Establish and maintain effective relationships with other agencies, such as GPs, Nursing Homes, and healthcare providers.
  • Apply risk management principles to ensure the safety of crew and patients, particularly on specialist transfers requiring qualified crew and vehicles.
  • Provide pricing information for ad-hoc journeys, clinics, GPs surgeries, out-of-area journeys, and private individuals, ensuring confirmation from the bill payer prior to booking confirmation.
  • Respond promptly and professionally to all telephone calls, taking initiative where required.
  • Perform general administrative duties as directed.
  • Deliver exceptional customer care to hospitals, patients, and relatives.
  • Ensure compliance with patient care and safety protocols and guidelines.
  • Report incidents and near misses promptly, in accordance with our risk management procedures.
  • Manage email inboxes and general enquiries.
What We Offer
  • Life Assurance, providing 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 treatment pathway.
  • Cash-plan benefits, offering protection against illness and recuperation, including dental, optical, and chiropody.
  • Unlimited mental health consultations.
  • Unlimited physiotherapy consultations.
  • Access to legal advice on domestic issues, such as motoring offences, wills, and probate, and personal injury.
  • Financial guidance on retirement planning, tax savings, and state benefits.
  • Long Service Recognition Scheme, recognizing colleagues for continued service after 5 years and at 5-year intervals with increased annual leave.
  • Values-based Internal Recognition Scheme with financial reward, leading to an annual recognition event.
  • Refer a Friend recruitment incentive scheme with financial rewards.
  • The EMED foundation, supporting colleagues and local communities.
  • Paid holiday entitlement.
  • Pension Scheme.
  • Blue Light Card.
  • Uniform provided.
  • EAP (Employee Assistance Programme) to support health and wellbeing requirements.
  • Flu vaccination (through an internal campaign in Autumn/Winter).
Our Values

We are a collaborative team, working together to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.

We are agile, listening, learning, and adapting to improve the business, each other, and ourselves.

We are reliable, doing what we say we will do, taking responsibility, and behaving with integrity.

We are empowered, confident, and committed to delivering the highest quality service.

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