Call Handler

We have a fantastic opportunity for Call Handlers to join our team based in Shrewsbury.

We are looking for enthusiastic, care focused individuals, who are organised and have a passion for excellent customer service.

**The shift patterns we have available**
- Monday to Friday - 14.00 to 22.00 or 16.00 to 00.00
- 4 on 4 off - 10.00 to 22.00 or 12.00 to 00.00

**Some of the benefits can you expect.**
- £11.44 per hour.
- Various shifts / hours available.
- Full time, permanent contract with a set rota pattern.
- Life Assurance - providing colleagues and their family 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 where a colleague is on a treatment pathway.
- Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
- Unlimited mental health consultations.
- Unlimited physiotherapy consultations.
- Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
- Financial guidance re retirement planning, tax savings and state benefits.
- Long Service Recognition Scheme - recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.
- Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
- Refer a Friend recruitment incentive scheme with financial rewards_._
- The EMED foundation, to provide support to colleagues and our local communities.
- Paid holiday entitlement.
- Pension Scheme.
- Blue Light Card.
- Uniform provided.
- EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
- Flu vaccination (_through an internal campaign in Autumn/Winter)._

**Main Duties**:

- Booking discharges and transfers from hospital, often under time critical circumstances.
- Booking regular journeys for renal and oncology patients.
- Contacting service users 24-48 hrs prior to travel to confirm the journey.
- Communicating with road staff, ambulance care assistance, paramedics, patient transport liaison officers (PTLO), controllers and dispatchers as part of a multi-disciplinary team to ensure a successful journey for all services users.
- Being aware of safeguarding practises and having the knowledge of when to use these skills to assist and support all service users and work colleagues.
- Being the first point of contact for service users for questions or enquiries about patient transport.
- Completing incident reporting as and when required.
- Being able to transfer or refer callers to an alternative appropriate option, if you’re not able to answer or help directly.
- Keep up to date with changes in policies and procedures.
- Undertake all necessary training.
- To support, assist and supervise less experienced staff when necessary.
- Undertake any other duties and responsibilities related to this role.
- Good standard of written and spoken English, numeracy, and IT skills.
- Customer service experience preferably obtained in a call centre/phone-based role.
- Excellent listening skills.
- Ability to write clear, concise and detailed reports of incidents.
- Ability to work to deadlines and prioritise workload.
- Organised and logical with attention to detail.
- Able to work as part of a team as well as independently.
- Respect for confidentiality and the ability to handle sensitive issues appropriately.
- Enthusiastic and motivated.
- Punctual and reliable.
- Ability to display a positive attitude.
- Diplomatic and professional.

**Our Values**

**Collaborative** - we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.

**Agile** - We listen, learn and adapt to improve the business, each other, and ourselves.

**Reliable** - We do what we say we will do, we take responsibility and we behave with integrity.

**Empowered** - We are confident and committed to taking responsibility to deliver the highest quality service.

**About Us**

The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group. We are the largest Patient Transport and Care Partner to the NHS with more than 2,500 colleagues across 50 depots. Our ambition is to continue developing transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.

EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all.