Call Handler

at  EMED Group

We have a fantastic opportunity for Call Handlers to join our team based in Banbury
We are looking for enthusiastic, care focused individuals, who are organised and have a passion for excellent customer service.
This role is based in-person from our office in Banbury working 40 hours per week - Monday to Sunday on shift patterns between 08:00 - 20:00

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 3000 colleagues across 60 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.
Job Types: Full-time, Permanent
Pay: From £11.44 per hour
Expected hours: 40 per week

Benefits:

• Free flu jabs
• Health & wellbeing programme
• On-site parking
• Referral programme

Schedule:

• Day shift

Application question(s):

• Do you reside in/able to commute to the Banbury area?
• Do you have the right to work in the UK without employer sponsorship?
• Do you have good customer service skills?
• Have you experience in a call centre or similar setting?

Work Location: In person
Reference ID: CM/CALLHANDLER/BA

• 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.