Help Desk Agent – Patient Transport Services 

Chelmsford, Essex CM1 1GU 

£20,400.00 per annum  (Various shifts, 5 out of 7 days)

40 hours per week

At G4S our Helpdesk Agents/Call Handlers are the first point of contact for anyone wishing to query or chase a patient transport journey. As a Call Handler your duty is to predominantly take enquiries from patients, patient representatives, care homes or health care professionals. Helpdesk Agents will also deal with transport complaints and take bookings for transport when required in a professional manner.

What's involved:

• Assist in answering all calls promptly and courteously.
• Take ownership in finding Healthcare Professional and Forensic Medical staff in and out of the rota to cover jobs to ensure SLAs are adhered to.
• Record and update all call information on the appropriate electronic systems in an accurate and timely manner.
• Effectively manage the resources within the rota of Healthcare Professional and Forensic Medical staff to ensure maximum efficiency and coverage.
• Promote and enhance the image of G4S at all times encouraging excellent relations with customers and medical colleagues.
• Ensure polite, efficient and appropriate communication exists at all times.
• Enhance the G4S reputation by fostering ownership and personal responsibility for exceeding service expectations.
• Help to promote a sense of pride in Call Centre and positive interpersonal relations among all team members.
• Recommend areas or approaches for improvement.
• Take ownership in improving Call Centre performance and support projects to improve protocols and organizational priorities.
• Be aware that you must not divulge any confidential information to an unauthorized person that they may access during their employment.

Other Key Responsibilities will include:

• Escalate any issues to Senior Controllers where the patient journey may be at risk of failure.
• Keep up to date and complete training as requested.
• Be aware of safeguarding policies and procedures.
• Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Team Leader.

THE IDEAL CANDIDATE:

Essential Criteria:

• A professional attitude, calm disposition and excellent telephone manner is paramount for this position.
• Experience of working in a safeguarding environment and completing safeguarding documentation.
• Ability to work well as part of a team.
• Strong verbal and written communication skills.
• Ability to multitask whilst paying strong attention to detail.

We offer our employees an immense range of exciting, rewarding and long term career opportunities and benefits where they can really make a difference in a meaningful way.

 Other benefits and rewards of working for such a large organisation are:

• Eye Care Vouchers – Free eye-tests/discounts for VDU users
• Hospital Saturday Fund (HSF) Health Plan
• Charity work- Match-IT and Payroll Giving
• Employee Care Scheme (Best Doctors and First Assist Counselling Services)
• Refer A Friend Scheme
• Love to Shop Campaigns