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Call Handler
2 weeks ago
We have a fantastic opportunity for a Call Handler to join our team based in Norfolk.
We are looking for enthusiastic, care focused individuals, who are organised and have a passion for excellent customer service.
Monday to Friday (6:45-19:00) including a Saturday (08:00-16:00) with a day off in the week, on a 1 in 6 rota basis.
**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.
- 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 literacy, numeracy, and IT skills.
- Customer service experience preferably obtained in a call centre/phone based role.
- Willingness to develop existing skills.
- Ability to work to deadlines.
- Good verbal and written communication skills.
- Organised and logical.
- Ability to prioritise workload.
- Able to work as part of a team as well as independently.
- Flexible approach to working hours.
- 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.
**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.
