Call Handler

We are now looking to recruit a Call Handler to support the Control Room within our Great Yarmouth contract.

This is a 40 hour a week, permanent contract, you will be required to work within the operational hours of 0800 and 1800 Monday to Saturday. All shifts are 8 or 10 hour duration.

**Job Overview**:
Working as a Call Taker you will answer incoming calls from customers, hospitals, G.P surgeries and clinics to take orders for transportation of patients to and from appointments.
You have to record patients' details carefully and accurately. You might be dealing with requests for transport for the same day, the following day or for a few weeks ahead.

**Key Responsibilities and Duties**:
Client
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 and skills when to use to assist and support all service users and work colleagues
Being the first point of contact for service users when having questions/enquiries about transport. Being able to answer them or refer them to the alternative appropriate option.
Personal
Comply with health and safety arrangements ensuring that you do not undertake any task or action which would knowingly cause risk to yourself others or the company. This will included dynamic risk assessments. Where reasonably practicable to prevent others from taking such risks.
Identify and report actual or potential hazards/risks in the working environment in accordance with company policy
Maintain confidentiality with regards to payments, budgets and conversations that are held in the head office.
Principal responsibilities
Keep up to date with changes in policies and procedures and to undertake all necessary training.
To support assist and supervise less experience staff when necessary.
Undertake any other duties and responsibilities commensurate with role
Training
Undertake all training that is required for the role.
Ensure that on-line training is accessed.
Ensure that any training issues are raised to your line manager
Person Specification

**Essential**:
Good basic educational background
Customer Service experience
Computer literacy and keyboard skills
Willingness to develop computer skills
Working to deadlines
Good verbal and written communication skills
Ability to prioritise
Able to work independently and as a team member
Flexible approach to working hours
Respect for confidentiality
Ability to deal with sensitive issues appropriately
Enthusiastic and motivated
Punctual & Reliable
Positive attitude
Organised & logical
Diplomatic & Professional

**Desirable**:
ECDL
IT Qualification’s
NVQ Level 2 in Call Handling or Administration
NHS Experience
Knowledge of PAS/EPR
Call Centre or Switchboard experience
Experience of Access Database/Excel spreadsheets
Ability to plan and coordinate work
Innovative
Evidence of interacting with a wide range of people
Good sense of humour
Smart appearance

In return we are offering part time staff;
You will receive full training to fulfil the role and uniform
£9.62 per hour including a 30 minute paid break
Auto enrolment into the NEST pension scheme
Eligibility for a Blue Light Card

As an equal opportunities employer, E-zec are committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

About Us

Here at E-zec we are very proud of our long history - the company is now in its twentieth year of providing a high quality NEPT service to our NHS trust partners and patients.
The business was started in 1998 by Paul and Derek, with only one vehicle undertaking many journeys working with various insurance companies, repatriating people who had become ill whilst on holiday abroad. Reinvesting all of the profit made back into the business, E-zec soon established a foothold in the Non Emergency Patient Transport Service (NEPTS) which quickly saw the business and workforce grow.

**Job Type**: Permanent

**Salary**: £9.62 per hour