Role Responsibility:

Call Handler Agent

Montpelier Business Park, Leacon Road, Ashford, Kent TN23 4FG

£10.00 per hour

Full Time - 42.5 hours per week

Various Shifts - Rolling shifts 7am-4pm, 9am-6pm, 11-8pm

G4S are recruiting for Call handlers in East Kent

As a Call Handler you are the first port of call for all incoming communication within an active and busy control room. You will be responsible for liaising with hospitals, patients, road crews and PTLO’s

Within this role you will need to have excellent communication skills and maintain a professional manner at all times. You will be responsible for maintaining patient bookings and amending if necessary, complying with patient confidentiality and GDPR. Be able to undertake multiple tasks while working to time constraints. There will also be the opportunity to step up to the logistics coordinator role covering annual leave.

The working hours will go on a 3 week rota covering from 0700 to 2000

What's involved:

Assist in answering all calls promptly and courteously.

Record and update all call information on the appropriate electronic systems in an accurate and timely manner.

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.

Be aware that you must not divulge any confidential information to an unauthorized person that they may access during their employment.

The Ideal Candidate:

Essential Criteria:

Ability to work to deadlines, at times under considerable pressure without compromising standards of performance and keeping calm under pressure.

Ability to work effectively as part of a team.

Strong communication and interpersonal skills.

A caring attitude and an outgoing, friendly manner with the ability to show empathy.

Demonstrate high level of commitment to the provision of an efficient and effective service and be able to ensure confidentiality.

Flexibility to change shifts to help cover sickness and annual leave.

Desirable:

Experience of working in a Confidential environment.

Geographical knowledge of the local areas to be worked within.

Benefits:

• Company pension scheme with employer contributions

• G4S Life Assurance Scheme

• Subsidised healthcare plan

• Charity work- Match-IT and Payroll Giving

• Employee Assistance Programme Scheme (Confidential Counselling Services, 24/7 support specialising in health and medical topics )

• Refer A Friend Scheme

• Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers

  
  

This role requires the ability to work with vulnerable, frail people, with the need for medical treatment at hospitals in a caring and compassionate way. Because we are dealing with the vulnerable in a patient care environment, a full enhanced DBS check is required.

Safety is of paramount importance and the post holder must ensure that safe systems of work are followed without compromise. The post holder needs to be committed to maintaining high standards of customer care and service delivery that will include the responsibility of adequate safeguarding and prevent training and awareness and an understanding of reporting concerns to the line manager.