Controller/Call Handler (Bank)

We have a fantastic opportunity for a bank Controller/Call Handler to join our team based in Stoke-on-Trent, Staffordshire. This is a bank (zero hour) contract. Shifts available - 06.00 - 18.00 / 18.00 - 06.00.

We are looking for enthusiastic, care-focused individuals, who are organised and have a passion for excellent customer service.

• Check and plan daily and future bookings within the Cleric controlling system, ensuring resourcing is correct and all subcontractor, taxi, and volunteers are informed where applicable.
• The main focus of the role will be the dispatch and management of the operational crews to ensure timely and efficient collection and delivery of patients between destinations and achieving contractual targets.
• To receive in an accurate, effective, and polite manner, requests for patient transport and queries regarding ambulance journeys, ensuring compliance with relevant service procedures and standing orders.
• Undertake general clerical duties including but not exclusive checking booking lists, data input, completing ad-hoc forms/invoices as necessary.
• Maintaining and enhancing the performance and quality of service offered to patients and customers.
• Deal promptly, professionally, and efficiently with all telephone calls received, taking appropriate action on own initiative where required.
• Liaison with other agencies such as GPs, Nursing Homes, Hospital Clinics, and Wards.
• Maintain patient flow across all control areas through effective liaison with colleagues and hospital staff and prompt resolution of urgent problems and appropriate responses to unplanned events.

Successful candidates will have:

• Effective communication and interpersonal skills gained from experience of dealing with customers or members of the public.
• The ability to work on your own initiative and problem solve.
• Good organisational skills.

Please note that this role will be subject to several regulatory pre-employment checks, and you will be asked to provide details of your full employment history should you be invited to an interview. Your HMRC record, available to download from the Government Gateway, may help you in preparing this information when required.

• Collaborative – we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.
• Agile – We listen, learn, and adapt to improve the business, each other, and ourselves.
• Reliable – We do what we say we will do, we take responsibility, and we behave with integrity.
• Empowered – We are confident and committed to taking responsibility to deliver the highest quality service.

About Us: The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand; therefore, as a combined business, we are now known as EMED Group. We are the largest Patient Transport and Care Partner to the NHS with more than 2,500 colleagues across 50 depots. Our ambition is to continue developing transport services that improve health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health, and medical courier services. EMED Group is committed to providing equal opportunities, and we endeavor to create an inclusive and safe working culture for all.