Job summary
- Main area
- Call Handler
- Grade
- Band 2
- Contract
- 0 weeks (Bank)
- Hours
- Flexible working
- Other
- Job ref
- 195-24-PTSCH-SH2-PR
- Employer
- South Central Ambulance Service NHS Foundation Trust
- Employer type
- NHS
- Site
- Southern House, Otterbourne, Winchester, Hampshire
- Town
- Otterbourne, Winchester
- Salary
- £22,383 Pro rata, per annum
- Salary period
- Yearly
- Closing
- 12/05/2024 23:59
Employer heading
PTS Call Handler Bank
Band 2
Job overview
We’re looking for Bank Call Handlers to join our dynamic and patient focused team.
Do you have:
- Exceptional customer service or patient facing experience, high levels of compassion and empathy and an excellent ability for following processes?
- A professional attitude, with a calm and articulate telephone manner?
- Excellent keyboard skills alongside attention to detail and an ability to listen and record details accurately?
- An aptitude to work well within a team environment?
Previous experience of working in a Contact Centre environment, either within the public or private sector is desirable, although not essential as full training will be given. However, previous experience of working in a customer service and target focused environment is essential to thrive within this role.
Main duties of the job
To efficiently take and record incoming telephone calls requesting Patient Transport, in accordance with the set audit procedure, meeting agreed Key Performance Indicators (KPIs). To be customer focused and provide information in a polite and accurate manner. To handle all other incoming telephone calls to the Contact Centre as appropriate to their nature. To make outgoing calls as required, efficiently passing messages using IT equipment, telephone or other means and to undertake all administrative duties as appropriate.
Working for our organisation
Benefits we offer:
- Full training and support when you join and ongoing throughout your employment with us.
- Enrolment into the NHS Pension Scheme.
- Access to continual professional development and opportunities within SCAS and the NHS.
- Occupational Health support along with an Employee Assistance Programme.
- NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
About Us
South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.
The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.
We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.
Detailed job description and main responsibilities
- To receive and accurately process Patient Transport requests from Patients, GPs and other healthcare professionals via telephone, in accordance with the audit procedure, accurately entering data relating to patient and location using the computerised Patient Data system.
- To accurately receive and transmit all types of messages relating to the operations of South Central Ambulance Service (e.g. from Trust staff and external callers) and to fully complete all message forms and any other appropriate documentation as required.
- To ensure that telephone calls from all lines (as per Senior Call taker/Team Leader directive) are answered and dealt with in a professional manner following any associated call scripts.
- To amend patients booking details for transport with any changes, to include date, times, hospital, mobility, clinic etc. as required.
- To ensure that the relevant eligibility criterion is applied equitability via the telephone and ineligible patients are signposted to an alternative provider via the Directory of Alternative Transport (DAT).
- To provide patients, GPs and other healthcare professionals via telephone and the Instant Message function of accurate resource arrival times for a patient’s journey in a professional manner.
- To effectively use all equipment, including telephone and computers, ensuring effective communication links.
- To monitor the voicemail boxes and ensure that they are expedited within the required KPI.
- To Ensure that all voicemail data is recorded in accordance with associated guidelines to ensure accurate reporting.
- To receive an Extra Contractual Referral (ECR) booking and source the appropriate approval from the relevant CCG or Provider in accordance with the relevant Standard Operating Procedure.
- To liaise with the dispatch team when requests for on the day information, new bookings and enquiries.
- To input quality data from crews from private providers and Voluntary Car drivers as necessary.
- To support new staff during training and work as part of a team to promote high levels of customer service to patients, commissioners and other health care professionals.
- To report any untoward, adverse or unusual incidents to the Contact Centre Team Leader as appropriate.
- To work effectively and co-operatively within the team environment.
- To be familiar with and adhere to service plans, policies, Standard Operating procedures and KPIs.
- To undertake all necessary training and development in order to effectively carryout your duties and to ensure that all your competency audits relating to your post are current.
- To participate in relevant team and one to one meetings.
- To participate in the Trust’s annual Individual Performance Review and Development (IPRD) process and, working closely with the Contact Centre Team Leaders to ensure that your KSF programmes are completed annually.
- To be aware of service developments and their implications for performance, and to keep up to date with Trust policies and procedures.
- To undertake general Contact Centre duties as required.
Person specification
Qualifications and Training
Essential criteria
- GCSE in English, Maths and ICT at grade 4 or above, or equivalent
Desirable criteria
- NVQ in Customer Services to level 2 or equivalent
Knowledge and Experience
Essential criteria
- Previous customer service experience, including telephone based experience
- Skilled use in all latest Windows and Microsoft software e.g. operating systems and Word, Excel.
- Experience of working in a busy office environment
Desirable criteria
- Call centre experience
- Complaint handling experience
- Geographical knowledge of the area
- Good data entry skills
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- PTS Recruitment
- Job title
- Recruitment Team
- Email address
- [email protected]
- Additional information
PTS Recruitment [email protected]
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