Office Based Role In Wath-upon-Dearne, Rotherham, S63 7ER 37.5 hours per week, Monday to Friday between 8:00 am and 6:00 pm £23,874.98 per annum Who We Are G4S Patient Transport Services support NHS patients who have medical or physical conditions and are unable to use public transport, or have no other means of transport available to attend NHS appointments. Your role will involve booking, amending or cancelling non emergency patient transport whilst prioritising this communication with patients, from initial booking to the moment they arrive home after appointments. Always providing a friendly, helpful service that will keep patients safe and secure. About The Role Due to the nature of the service this is not a “typical” contact centre, there is NO selling as it has no product to sell or the need to “retain” customers. You will be the first point of contact for anyone wishing to book patient transport. The role is to take initial transport bookings from patients, patient representatives, care homes or health care professionals, or to amend or cancel existing bookings, applying the appropriate eligibility criteria. You will also make journey confirmation calls. What’s Involved Deal with telephone queries and provide information to both external and internal customers as necessary. Communicate effectively and liaise with customers, relative client departments and management. Adhere to the minimum target call and communication levels and standards as set by the company. Keep up-to-date with briefs and news articles to remain fully informed with company and legislative changes. To keep up to date and complete training as requested. To be aware of safeguarding policies and procedures. Adhere, at all times, to the Data Protection ICT and Confidentiality Policy. To understand the escalation process and implement it when necessary. To work as a team to support colleagues. Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Team Manager. Keep accurate and timely records of all communication contacts with customers. Provide a high level of customer experience that is informative and confidential to customers whilst achieving service objectives. Essential Skills Have provable excellent, confidential and courteous Customer Service skills with the ability to build rapport and adapt communication style to suit a diverse range of people. Have a proven conscientious and well organised approach to the workload. Work under your own initiative and have the ability to plan effectively in order to pre-empt potential issues and counteract effectively. Have a good standard of written and spoken English. Excellent attention to detail. Have a positive working attitude and work ethic. Have good timekeeping skills, behaviours and a professional manner. Be adaptable, welcoming to change and able to follow instructions. Be able to work independently and as part of a team to achieve common goals. Desirable Skills I.T literacy, specifically experience of using all MS Office packages. Experience of working within a safeguarding environment Customer Service/Care exposure. Benefits While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below; Progression, training and development catered to you Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers. Refer A Friend incentives - £500 Free Tea & Coffee when working on site. Free Onsite Parking Charity Work Company pension scheme with employer contributions G4S Life Assurance Scheme Subsidised healthcare plan Charity work- Match-IT and Payroll Giving Confidential Counselling Services 24/7 support specialising in health and medical We encourage applications from people from all ages and backgrounds and aim to have a workforce that represents the wider society that we serve at G4S ESS. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a workplace where everyone feels valued and a sense of belonging. Please contact our recruitment team at careersatg4s@uk.g4s.com to discuss any access needs, reasonable adjustments or additional support that may be required at any point during the recruitment process.