Allied Healthcare
£9.50 - £10.25/hour
07 Jul 2017
05 Aug 2017
Public Sector
Contract Type
Full Time


====== Purpose   of Job: ======

To ensure details of patients are transferred to crews on the road in an   efficient, effective and safe manner. Comply with all internal processes to   ensure call targets do not breach and complete administrative duties as   required.

====== Location: Birmingham ======

====== ======

====== Main   Tasks and Responsibilities:

    To ensure, that all   calls are handled in a timely, accurate and professional manner, within agreed   timescales, in order to maximise quality of service, and ensure service level   agreements are met.
    Despatch patient visits within specific timescales.
    Make short notice amendments to UCC Rotas on the ADASTRA system
    Work closely with the other teams on duty to ensure effective use of clinical resource
    Ad hoc filling of clinical shifts when short notice cancellations are made
    To promote and encourage continuous improvement within the Contact Centre in relation to   working practices and procedures. ======

======     The post holder is required to be competent in the use of the telephony   system and be able to transfer calls internally and to Partner   organisations. Retrieving calls in   event of transfer failure.
    To deal with any   call backs into the service with confidence and empathy. Explaining clearly   reasons for delay and deciding if it is safe to return the call to the queue   or if more urgent intervention is required.   Maintaining confidence and reassuring patient throughout.
    To participate in   monthly 1:2:1s, appraisals and team meetings and ensure that self-development   requirements are identified and SMART objectives set
    Actively works towards their own development and   highlights areas for improvement and advancement without being prompted.   Seeks assistance and support to address any areas identified. Attend   additional on the job training sessions (may be outside of normal working   hours) in relation to consistency, own development and new business wins.
The   tasks and responsibilities shown above are not exhaustive but should merely   be regarded as a guide. The jobholder   will be expected to conduct any reasonable activities according to the   business needs at that time. These will be subject to periodic review and may   be amended to meet the changing needs of the service. The job holder will be expected to   participate in this process and the company would aim to reach agreement to   changes.

Person   Specification:

    G.C.S.E. English and Maths (or equivalent).
    Above average oral and   written communication skills.
    Good spelling
    Knowledge of local area.


    Proactive self-starter.
    Ability to work on own initiative.
    Analytical and problem solving skills.
    Ability to multi-task.
    Competent MS Office user.             
    Actively working towards own development.
    Experience  within a call centre environment.


Results   Driven – Shows a   readiness to make decisions and commit to a course of action. Motivated by challenge and sees problems   through to their conclusion.
Team   Effectiveness –   Displays collaboration, builds alliances and encourages others to work   together.
Commercial   Awareness – Shows an   understanding of the business, thinks in terms of profit, loss and added   value.
Customer   Focus – Dedicated to   meeting the expectations and requirements of the internal and external   customers, ensuring and maintaining effective relationships, and building   trust.
Communication – Always communicates clearly and   accurately. Listens to others and   absorbs information.
Influencing   – Gains clear   agreement and commitment from others by persuading, convincing and   negotiating.
Planning   and Organising – Plans   ahead and works in a systematic and organised way. Follows directions and procedures.
Alignment   and Compliance – Aligned   to the values, culture and mission of the organisation.
Leading   and Supervising – Takes   control and exercises leadership, initiates action, gives direction, and   takes responsibility