Customer Support Coordinator Bank

3 weeks ago

Birmingham, United Kingdom Prometheus Safe And Secure Full time

Job summary Only open to UK Candidates.As a Customer SupportCoordinator, you will work on a shift pattern and serve as the primary point of contact for customers,handling inquiries, resolving issues, coordinating service requests, enteringdata into the call management system, assigning ambulance crews to approvedservices, and staffing new approved Enhanced Observation services.Your roleinvolves providing exceptional customer service while efficiently managingcustomer requests and coordinating logistics with frontline staff.
With strongcommunication skills and attention to detail, you will ensure smooth operationsand customer satisfaction.
Main duties of the job Yourrole will primarily involve taking the requests from our customers to use ourservice and then dispatching our specially trained staff or advising them asrequired.You willalso support our staff who are on duty and in the office and you will assist intaking and managing regular business calls that are received.Onoccasions members of the public will contact us directly from time to time soyou may have to support and manage their requirements to use our specialistservices.
About us Prometheus is a leading provider of securetransportation solutions specialising in the mental health sector and ComplexCare Enhanced Observations for Acute Trusts, Mental Health Services and LocalAuthorities.
Our team ensures that patients are transported safely and withdignity, maintaining the highest standards of care.Offering a range ofservices to support NHS Trusts, Local Authorities, and Independent Providers,we have established strong client relationships and have a good pipeline ofbusiness which will see the business continue to push for market leader statuswithin this industry.
Job description Job responsibilities 1.
CustomerService Delivery Deliverhigh-quality and effective customer service and support over the telephone tocustomers and staff.
Supportpatients contacting the service directly.
Ensureevery patient contact is conducted appropriately with a focus on customer andpatient-focused support and care to achieve the best outcome.2.
CallHandling and Information Management Utilisea wide range of IT systems effectively to fulfil call handling functions.
Accuratelyrecord information and maintain records of calls appropriately.
Monitormultiple email inboxes and respond accordingly.3.
OperationalSupport and Coordination Assistall staff in queries and escalate appropriately, especially if a clinicaldecision is required.
Ensureadequate handover of patient details between teams, including risk history,current presentation, and relevant features.
Ensurecorrect staffing levels and skill mix for each service request.
Promptlyescalate staff lateness or sickness to the appropriate Line Manager.
Reportaccidents, complaints, and untoward incidents promptly to the management teamthrough agreed channels.
Maintaina healthy and safe working environment for self and colleagues.
Maintaina working knowledge of Prometheus business technical procedures and escalateissues affecting service delivery as necessary.
Ensurean adequate supply of paperwork for ambulance crews.
Undertakealternative roles within the wider business and group as required.
Be partof the on call rota to be on call as required by the Company4.
PersonalDevelopment and Performance Takeresponsibility for own personal development requirements.
Maintainup-to-date awareness of current policies and utilize non-clinical triage skillsto ensure request appropriateness.
Meetdaily key performance indicators (KPIs) and targets.
Person Specification Skills Essential Effective engagement skills Effective listening skills Results orientated with good communication skills IT literate Ability to deal with confidential/sensitive and distressing information Ability to work under pressure Knowledge of health and safety issues Ability to prioritise workload and meet performance targets.
Experience Essential At least 3 Year UK employment history Customer service skills An understanding of the call handling and telephone triage roles Desirable Previous experience of working in a call centre Understanding of Mental Health disorders Experience of liaising with multi-disciplinary agencies Qualifications Essential Minimum of English and Maths at GCSE or above and/or evidence of appropriate employment/work experience Evidence of undertaking additional skills training, willingness to develop further.
Communication Skills Essential Excellent telephone manner Effective communicator (both verbal and written)

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