Customer Support Coordinator in Birmingham

Overview

Prometheus is a specialist provider of secure transport and complex care services for mental health patients, working with NHS Trusts, Acute Trusts, Local Authorities and independent healthcare organisations.

Our focus is on safety, dignity and high quality care, delivered by teams who understand the needs of people experiencing mental health crises and requiring specialist support.

Job responsibilities

The Customer Support Coordinator ensures smooth day-to-day coordination of operational services by providing high-quality administrative and customer support.

In a busy control environment, the role manages service requests, coordinates resources, supports frontline staff and ensures enquiries are handled professionally and efficiently in line with Company policies and procedures.

Key responsibilities include

• Deliver a professional, compassionate, and high-quality customer service experience to patients, customers, healthcare professionals, and colleagues.
• Act as the first point of contact for telephone and email enquiries, ensuring requests are managed promptly and effectively.
• Support patients and members of the public accessing Prometheus services with appropriate advice, guidance, and reassurance.
• Accurately record and maintain information using the call management system and other IT platforms.
• Monitor and manage multiple email inboxes, ensuring timely responses and appropriate escalation where required.
• Coordinate ambulance crews and Enhanced Observation staff to approved service requests, ensuring appropriate staffing levels and skill mix.
• Provide operational support to frontline staff, responding to queries and escalating clinical concerns to the appropriate clinician or manager.
• Ensure effective handovers between teams, including communicating patient risks, current presentation, and relevant operational information.
• Escalate staffing issues (sickness, lateness, operational concerns) to the appropriate Line Manager.
• Report accidents, incidents, complaints, safeguarding concerns, and other untoward events through the Company reporting procedures.
• Maintain compliance with company policies, procedural, Health and Safety, and Data Protection requirements.
• Maintain operational resources, including ensuring ambulance crews have the necessary paperwork and documentation.
• Participate in the on-call rota and provide operational support outside normal hours when required.
• Achieve agreed KPIs, quality standards, and individual performance objectives.
• Maintain up-to-date knowledge of company policies, procedures, and non-clinical triage processes through continuous professional development.
• Support the wider organisation by undertaking additional duties and contributing to continuous service improvement initiatives as required.

About us

Prometheus is a specialist provider of secure transport and complex care services for mental health patients, working with NHS Trusts, Acute Trusts, Local Authorities and independent healthcare organisations.

Our focus is on safety, dignity and high quality care, delivered by teams who understand the needs of people experiencing mental health crises and requiring specialist support.

As the business grows, we are strengthening operational leadership to support the delivery of safe, lawful and consistent services.

Essential skills and qualifications

• Minimum GCSE (or equivalent) in English and Mathematics, or relevant employment experience.
• Commitment to ongoing professional development and willingness to undertake further training.
• Understanding of telephone call handling and telephone triage processes.
• Excellent communication, engagement, and active listening skills.
• Professional and confident telephone manner.
• Strong verbal and written communication skills.
• IT literate, with the ability to use call management and Microsoft Office systems.
• Ability to manage confidential, sensitive, and distressing information with professionalism and discretion.
• Ability to work effectively under pressure in a fast-paced environment.
• Excellent organisational skills with the ability to prioritise workload and meet performance targets.
• Sound understanding of health and safety responsibilities.
• Ability to work collaboratively with colleagues, customers, and external stakeholders.

Desirable

• Previous experience working within a call centre or customer contact centre environment.
• Experience within a healthcare, ambulance, or emergency services setting.
• Knowledge and understanding of mental health conditions and services.
• Experience of working with or liaising across multidisciplinary teams and external agencies.
• DE&I

Prometheus Safe & Secure is committed to diversity and equal opportunity.

We base decisions on skills, experience and potential.

We welcome applications from people of all backgrounds and ensure fair and respectful treatment throughout the recruitment process.

Benefits

• Employee Assistance Program
• Free on-site parking at all bases
• Free company uniform
• Mandatory training
• Enrollment in the company pension scheme (The People Pension)
• Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a DBS check where applicable.

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