Call Centre Team Leader

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. This will include the line management of the call handling team, an excellent understanding of the NEPTS contract and excellent communication skills both internally and with external stakeholders.

Responsibilities

• Accountable for the smooth running of the team including but not limited to the management of call handling shift rotas, line management of all call centre team members.
• 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.
• To have a greater knowledge of the Cleric operating system to support the team locally and ensure issues are resolved promptly to aid the call flow.
• To have a working knowledge of patient eligibility criteria and Patient Transport Services.
• Undertake general clerical duties including but not exclusive checking booking lists, data input, completing ad-hoc forms/invoices, as necessary.
• To have a good level of understanding in relation to standard call centre functions such as call answering KPI\’s, average handling time and percentage of calls answered.
• Provide reports that analyse the data in relation to call volumes by day/hour to ensure shift patterns and cover reflect the activity levels.
• Conduct 1-2-1 monthly coaching sessions as part of the teams ongoing development and support.
• Provide feedback and guidance to booking advisors where issues are identified on an adhoc basis and liaise with the Dispatch Team for any recurring issues and to work with the team on actions plans to put corrective actions in place.
• Deal promptly, professionally, and efficiently with all escalation telephone calls received taking appropriate action on own initiative where required.
• Provide a flexible, co-operative role covering for the absence of colleagues and the demands of the department. This may require working at other locations and some weekends and bank holidays, on a rota basis.
• Ensure appropriate liaison with other agencies such as GP\’s, Nursing Homes, Hospital Clinics and Wards regarding booking issues when required.
• Participate in on call rota including weekend and Bank Holiday system calls.
• Strong organisational, analytical and problem-solving skills with proven ability to multi-task and prioritise your workload, as required.
• Meticulous attention to detail.
• Confident using Microsoft packages – Excel, Word, Outlook etc.
• Experience of working in a call centre or control room.
• Excellent written and verbal communication skills with proven ability to engage at all levels within organisation.
• Familiar with working towards targets and KPIs.
• Sociable, approachable and people focused.

About EMED Group and Equality

Our Values: 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.

Our story: The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand; 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 3000 colleagues across 60 depots. Our ambition is to continue developing transport services that improve health and wellbeing by providing transport that supports patient care, community support, secure mental health and medical courier services. EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all. EMED Group is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination, with our aim being to be truly representative of all sections of society and our clients, and for each employee to feel respected, valued and able to give their best.

Benefits

• £12.72 per hour.
• Full time – Shifts 4 on 4 off – 8am – 8pm.
• Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• 24/7 online/telephone GP Consultation and access to prescriptions.
• 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
• Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
• Financial guidance re retirement planning, tax savings and state benefits.
• Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.
• Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation, to provide support to colleagues and our local communities.
• Paid holiday entitlement.
• Pension Scheme.
• Blue Light Card.
• EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
• Flu vaccination (through an internal campaign in Autumn/Winter).