Overview
We have a fantastic opportunity for a Booking and Eligibility Call Centre Team Leader to join our team based in Great Yarmouth.
The Team Leader will provide leadership and accountability for the efficient running of the call centre service for non-emergency patient transport (NEPTS). The post holder will support the CCO Ops Manager with the coordination and management of the end-to-end patient transport pathway, including line management of the call handling team and excellent communication with internal and external stakeholders.
Benefits include a range of options such as salary and health and wellbeing support (detailed below).
* £12.72 per hour.
* Full time – Shifts 4 on 4 off – 8am – 8pm.
* Life Assurance – £5,000.
* 24/7 online/telephone GP Consultation and access to prescriptions.
* 2nd opinion medical support following diagnosis or during a treatment pathway.
* Cash-plan benefits for illness and recuperation (dental, optical, chiropody).
* Access to mental health consultations, physiotherapy, and legal advice on domestic issues.
* Financial guidance on retirement planning, tax savings, and state benefits.
* Long Service Recognition Scheme with increased annual leave after 5 years.
* Values-based Internal Recognition Scheme with financial rewards and annual event.
* Refer a Friend recruitment incentive scheme with financial rewards.
* The EMED foundation to support colleagues and local communities.
* Paid holiday entitlement and Pension Scheme.
* Blue Light Card and Employee Assistance Programme (EAP).
* Flu vaccination campaigns in Autumn/Winter.
Main Duties
* Accountable for the smooth running of the team, including management of call handling shift rotas and line management of all call centre team members.
* Receive requests for patient transport and queries regarding ambulance journeys, ensuring compliance with procedures and standing orders.
* Maintain working knowledge of Cleric operating system to support the team and resolve issues promptly.
* Have working knowledge of patient eligibility criteria and Patient Transport Services.
* Undertake clerical duties including checking booking lists, data input, ad-hoc forms/invoices.
* Understand standard call centre functions such as call answering KPIs, average handling time, and percentage of calls answered.
* Provide reports analysing call volumes by day/hour to align shift patterns with activity levels.
* Conduct 1-2-1 monthly coaching sessions for ongoing development and support.
* Provide feedback to booking advisors and liaise with Dispatch Team to address recurring issues and action plans.
* Handle escalations promptly and professionally, taking appropriate action as needed.
* Offer flexible coverage for absences and be prepared to work at other locations, weekends and bank holidays on a rota basis.
* Coordinate with GP practices, Nursing Homes, Hospital Clinics and Wards regarding booking issues when required.
* Participate in on-call rota including weekend and Bank Holiday system calls.
Successful candidates will have
* Strong organisational, analytical and problem-solving skills with the ability to multi-task and prioritise.
* Meticulous attention to detail.
* Proficiency with Microsoft Office (Excel, Word, Outlook).
* Experience of working in a call centre or control room.
* Excellent written and verbal communication skills with the ability to engage at all levels.
* Familiar with working towards targets and KPIs.
* Sociable, approachable and people-focused.
Our Values
* Collaborative – we work as one team to meet the needs of patients, passengers, colleagues, customers, communities, and the planet.
* Agile – we listen, learn and adapt to improve the business, ourselves, and others.
* Reliable – we do what we say we will do, take responsibility, and act with integrity.
* Empowered – we are confident and committed to delivering the highest quality service.
About Us
EMED Group is the combined business formed by the merger of ERS Medical and E-Zec Medical. We are the largest Patient Transport and Care Partner to the NHS with over 3000 colleagues across 60 depots. We aim to develop transport services that support patient care, community support, secure mental health, and medical courier services.
EMED Group is committed to equal opportunities and an inclusive and safe working culture for all. We promote equality and diversity, and inclusion, and treat all employees, patients, service users, clients, and communities with dignity and respect. We strive to be representative of all sections of society and ensure each employee feels valued and able to give their best.
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