At a Glance
- Tasks: Book patient journeys and ensure smooth communication with healthcare teams.
- Company: Join EMED Group, the largest Patient Transport and Care Partner to the NHS.
- Benefits: Earn £12.21 per hour plus holiday pay, with flexible shifts available.
- Other info: Be part of a diverse team committed to equality and inclusion.
- Why this job: Make a real difference in patient care while developing your customer service skills.
- Qualifications: Customer service experience and good communication skills are essential.
The predicted salary is between 12 - 16 £ per hour.
We have a fantastic opportunity for Bank Call Handlers to join our team based in Shrewsbury. We are looking for enthusiastic, care-focused individuals, who are organised and have a passion for excellent customer service. This role is based in-person from our office in Shrewsbury. It is a bank position (0 hour). We have various shifts available between 08.00 and 20.00, Monday-Sunday. £12.21 per hour (plus 12.07% payment in lieu of holiday pay).
Main Duties:
- Booking discharges and transfers from hospital, often under time-critical circumstances.
- Booking regular journeys for renal and oncology patients.
- Contacting service users 24-48 hrs prior to travel to confirm the journey.
- Communicating with road staff, ambulance care assistance, paramedics, patient transport liaison officers (PTLO), controllers and dispatchers as part of a multi-disciplinary team to ensure a successful journey for all service users.
- Being aware of safeguarding practices and having the knowledge of when to use these skills to assist and support all service users and work colleagues.
- Being the first point of contact for service users for questions or enquiries about patient transport.
- Being able to transfer or refer callers to an alternative appropriate option, if you're not able to answer or help directly.
- Keep up to date with changes in policies and procedures.
- Undertake all necessary training.
- To support, assist and supervise less experienced staff when necessary.
- Undertake any other duties and responsibilities related to this role.
Successful candidates will have:
- Good standard of literacy, numeracy, and IT skills.
- Customer service experience preferably obtained in a call centre/phone-based role.
- Willingness to develop existing skills.
- Ability to work to deadlines.
- Good verbal and written communication skills.
- Organised and logical.
- Ability to prioritise workload.
- Able to work as part of a team as well as independently.
- Flexible approach to working hours.
- Respect for confidentiality and the ability to handle sensitive issues appropriately.
- Enthusiastic and motivated.
- Punctual and reliable.
- Ability to display a positive attitude.
- Diplomatic and professional.
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.
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 circa 4,000 colleagues across 60 depots. Our ambition is to continue developing patient care transport services that improve the 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 are committed to providing services for our patients, service users, clients, and community and is supported by employees with an increasing variety of backgrounds. To do this effectively it is essential that we promote equality and embrace diversity and inclusion and treat all of our employees, patients, service users and clients with dignity and respect.
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. EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all.
Location: Shrewsbury, Shropshire
Department: Operations
Employment Type: Bank
Compensation: £12.21ph
Call Handler in Shrewsbury employer: EMED Group
EMED Group is an exceptional employer that prioritises the well-being of both its employees and the community they serve. With a strong focus on compassionate care, our supportive work culture fosters professional growth through ongoing training and development opportunities. Located in Burgess Hill, we offer a rewarding environment where you can make a meaningful impact while enjoying a flexible rota and a collaborative team atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Call Handler in Shrewsbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at EMED Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like EMED Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Handler in Shrewsbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to EMED Group:Your cover letter is your chance to shine! Tell us why you want to work at EMED Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at EMED Group!
How to prepare for a job interview at EMED Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
