At a Glance
- Tasks: Be the first point of contact for patients and healthcare professionals, arranging non-emergency transport.
- Company: Join Health Transportation Group UK, a leading provider of patient transport services.
- Benefits: Earn £12.71 per hour, enjoy sick pay, and access an Employee Assistance Programme.
- Other info: Flexible full-time hours with opportunities for growth and a vibrant workplace culture.
- Why this job: Make a real difference in patients' lives while developing your skills in a supportive environment.
- Qualifications: Fluent English, strong IT skills, and a commitment to high-quality service.
The predicted salary is between 12.71 - 12.71 £ per hour.
Exciting full-time opportunities available for Call Handlers to join our team at our Lincoln Headquarters Contact Centre.
Who Are We?
At Health Transportation Group UK (HTG-UK), we are one of the UK’s leading providers of Non-Emergency Patient Transport, supporting thousands of vulnerable patients across the UK. We proudly serve the NHS, completing over 800,000 essential journeys every year. We deliver services across a growing number of NHS contracts, including North East Lincolnshire, Mid and South Essex, Dorset, Cornwall & Isles of Scilly, Norfolk & Waveney, and Suffolk and North East Essex. With 22 operational bases and a dedicated team of over 1,200 passionate professionals, we provide safe, caring, and high-quality transport services nationwide.
What Can You Expect?
You would be joining us in the role of Call Handler, where you will be the first point of contact for service users and healthcare professionals. You’ll receive calls that are primarily to arrange non-emergency transport for eligible patients who require assistance getting to and from their healthcare appointments. You’ll ensure every caller receives a respectful and professional experience from their very first interaction with HTG-UK, while accurately recording patient and journey details into our system and upholding HTG-UK’s core values. We offer full-time, permanent positions, working 37.5 hours per week across a flexible schedule from Monday to Sunday.
Summary Of Main Duties Include:
- Receive and process transport requests from patients and healthcare professionals (HCPs).
- Apply the agreed eligibility process to all relevant bookings to ensure fair and consistent service.
- Accurately input transport requests into the computerised booking system.
- Handle enquiries and escalate appropriately to ensure smooth and effective communication.
What’s In It For You?
- Hourly rate £12.71 per hour
- Contractual Sick Pay after 12 months service
- Employee Assistance Programme delivered by the UK’s #1 EAP service - Health Assured
- Increased holiday allowance for long service
- Refer a Friend - Earn up to £500 for each friend you bring on board
- Pension Scheme
- Full Call Handler training induction and ongoing mentorship
- Opportunities to grow and develop
- Engaging Workplace Culture with regular company updates and Employee of the Month
We are Looking for Great People Who:
- Are fluent in the English language, with a good standard of IT skills
- Strong accuracy and attention to detail
- Ability to handle sensitive or emotional conversations appropriately
- Reliable, punctual and committed to delivering high-quality service.
- Ability to communicate with people from diverse backgrounds, showing empathy, respect, and understanding.
- Understanding of patient confidentiality and data protection (GDPR).
Our Commitment to Safer Recruitment:
Patient safety is our priority. To work for HTG-UK you will need:
- Enhanced DBS check (Conducted during onboarding if successful)
- Right to work in the UK
- Satisfactory employment and character references
- A satisfactory medical assessment
- Successfully complete mandatory induction training on commencement of employment.
Equal Opportunities:
The Company’s Equal Opportunities policy affirms our commitment to ensure that no patient, employee or job applicant faces discrimination - whether directly or indirectly – based on gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, belief, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable.
Safeguarding:
The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously and therefore all employees at HTG-UK are expected to:
- Attend mandatory training on Safeguarding children and adults
- Ensure they are familiar with their and the organisation’s requirements under relevant legislation
- Adhere to all relevant national and local policies, procedures, and professional codes
- Report any concerns to the appropriate authority
- Maintaining professional boundaries as a Person in a Position of Trust (PiPoT)
Call Handler in Lincoln employer: HTG-UK
At Health Transportation Group UK, we pride ourselves on being a leading employer in the healthcare transport sector, offering Ambulance Care Assistants a fulfilling role that combines compassion with professional growth. Our engaging workplace culture fosters teamwork and respect, while our commitment to employee development is reflected in our fully funded training and mentorship programmes. With competitive pay, generous benefits, and a focus on patient care, joining our team in Bury St Edmunds means making a meaningful impact in the lives of vulnerable patients every day.
StudySmarter Expert Advice🤫
We think this is how you could land Call Handler in Lincoln
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HTG-UK. 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 HTG-UK 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 Lincoln
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 HTG-UK:Your cover letter is your chance to shine! Tell us why you want to work at HTG-UK 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 HTG-UK!
How to prepare for a job interview at HTG-UK
✨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.
