Custody Call Handler

2 days ago

St Helens, United Kingdom HCRG Care Group Full time

Job Introduction
Are you looking for an interesting and challenging role? Do you thrive in a fast paced, team orientated environment? Do you value flexibility and recognition? If you do, then CRG Medical Services could be the perfect place for you.

Located within Century House in St Helens Town Centre, just a stone’s throw from the local bus station, train station and close to local motorways; we are a dynamic and expanding company.

your working hours will be **3 on 5 off, 19.5 hours per week working a mixture of 06.00 - 14.00, 14.00 - 22.00 and 22.00 - 06.00.**

Main Responsibilities
- Ensure all inbound calls are answered promptly.
- Accurately obtain information provided by Custody Units in relation to why a clinician is required and log using our in-house data collection system.
- Ensure that all requests are passed to clinicians within agreed timescales and record reasons for delays.
- Dispatch clinicians in the most effective ways possible.
- Ensure custody staff are updated with estimated arrival times and reasons for any delays.
- Understand who our internal / external customers are and their requirements.
- Work in line with set key performance indicators as set by the Contracts Operations Manager and Shift Managers.
- Ability to interact with customers and other departments to get the job done, gain support and resolve issues.
- Prioritise workload to balance the needs of internal and external customers effectively.
- Understand the Call Centre service level agreements and work in line to fulfil them.
- Adhere to health and safety policies.
- Understand and adhere to the required data protection, confidentiality rules and information governance.
- Comply with all company, statutory and quality policies and procedures.
- Assist in supporting new employees.
- Manage workflow during shifts ensuring proactivity during quieter periods.
- Undertake ad-hoc duties and temporary positions as required, such as administration and support for other sectors of the business.
- Deal with problems that arise in an efficient and courteous manner escalating serious issues to the Shift Manager.
- Must be over 18
- Must be able to commit to rotating shift pattern including unsociable hours (mornings, afternoons, nights and weekends)
- Must have previous customer service experience
- Must have right to work within the UK

About The Company
CRG Medical Services have been providing a 24 hour fully supported and managed forensic medical call handling service to police forces nationwide since early 2017. We arrange delivery of primary healthcare services to secure environments such as Police Custody Suites and Prisons.

Package Description
- Straight forward progression routes
- Full training provided on a flexible timetable
- Minimum 3 days off in a row on full and part time contracts
- Supportive management staff
- Ability to pick up overtime
- Salaried pay
- Overtime available

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