Job Description
Customer Support Coordinator
Prometheus Safe & Secure/Prometheus Complex Care
Prometheus is a leading provider of specialist secure transportation and enhanced observation services within the mental health and complex care sector. Working closely with NHS Trusts, Local Authorities, and independent providers, our teams support some of the most vulnerable people in society while maintaining the highest standards of safety, dignity, and professionalism.
We are now looking for a Customer Support Coordinator to join our operations team. This is a fast paced and rewarding role where you will play a central part in coordinating services, supporting frontline teams, and ensuring patients receive the care they need when they need it.
The Role
As a Customer Support Coordinator, you will act as a key operational hub within the business. You will take service requests from our customers, coordinate resources, dispatch specialist staff, and ensure each request is handled efficiently and professionally.
You will also support frontline teams, manage incoming calls and emails, and ensure accurate information flow between services, clinicians, and operational teams.
Your work will directly support the safe delivery of mental health transportation and enhanced observation services across the UK.
Key Responsibilities
Customer Service and Call Handling
• Act as the first point of contact for customers, staff and service users
• Manage service requests and operational enquiries via telephone and email
• Deliver professional, compassionate and effective customer support
Operational Coordination
• Dispatch appropriately trained staff to approved service requests
• Support the staffing of Enhanced Observation services
• Ensure accurate handover of patient information and operational details
• Monitor staffing levels and escalate issues where necessary
Information and System Management
• Record and manage information within operational systems
• Maintain accurate call records and service logs
• Monitor shared inboxes and ensure timely responses
Operational Support
• Escalate clinical or operational concerns appropriately
• Report incidents, complaints or operational risks through correct channels
• Support the wider operations team to maintain service continuity
What We Are Looking For
We are seeking individuals who can work calmly under pressure, communicate effectively, and coordinate multiple tasks in a dynamic operational environment.
Essential
• Customer service experience
• Excellent telephone and communication skills
• IT literate with the ability to use multiple systems
• Ability to prioritise workload and work under pressure
• Comfortable dealing with sensitive or confidential information
Desirable
• Experience in a call centre or operational coordination role
• Understanding of mental health services
• Experience working with multi agency partners such as NHS or emergency services
Why Join Prometheus
Prometheus is part of the RCI Group and works at the frontline of specialist healthcare services. Our teams play a vital role supporting patients and partners across healthcare, social care, and public services.
This role offers the opportunity to join a fast growing organisation where your work has a direct impact on patient care and operational delivery.