Job overview
We are looking to recruit an assertive, confident Call Handler to take bookings for patient transport and deal with queries.
Working from Ambulance Headquarters in Newburn, Newcastle, you will be responding to a high volume of calls from healthcare staff, GP Surgeries, patients and colleagues.
The ability to make considered decisions, respond quickly, probe for essential information pertinent to the transport request are key.
You will have a good aptitude for computer based systems as you will be working with a number of different packages to ensure our patients get first class care. You will be expected to have good keyboard skills.
Working 37.5 hours per week, Monday to Friday, working between 8am - 6pm and you will be given your shift pattern 4 weeks in advance.
The ideal candidate should have experience of call handling and excellent customer service / PC skills ideally gained from a Call Centre environment or possess 3 GCSEs at grade C and above including Maths, English (or equivalent) and have a real commitment to making a real difference.
In return you will receive a competitive benefits package and the knowledge that your actions are positively impacting the service we offer our community.
Main duties of the job
As an Ambulance Liaison Assistant you will be the first point of contact for queries regarding patient transport services.
Taking a high volume of calls from healthcare staff, GP Surgeries, patients and colleagues.
Utilising our bespoke computer system to record patients details and assess their eligibility to access our patient transport system.
Working with a close-knit team of people who are passionate about helping our community.
Detailed job description and main responsibilities
Please see the attached job description and person specification for further information on the role.
Person specification
Qualifications
* 3 GCSEs (Grade C and above to include Maths, English) or experience of call answering in an extremely busy call centre environment
Experience
* Customer Service Experience
* Call Handling Experience
* Complaint Handling Experience
* Experience of meeting targets
Equality, diversity and inclusion
We value and respect the diversity employees bring to our workplace. We recruit a workforce that reflects the community we serve and welcome applications from people from all backgrounds. We are ENEI Gold employer, Disability Confident Leader, Dyslexia Smart Award employer, Dementia Friendly and are achieving across all objectives in NHS Equality Delivery System.
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