Customer Service Agent- Patient Transport Services

Main Responsibilities

Customer Service Agent- Patient Transport Services

Salary: £22,369.34 per annum

Working Hours: Full Time, 37.5 hours per week

Location: Site Based -  Wath-upon- Dearne, Rotherham, S63 7ER (hybrid considered)

Shifts : 10am to 6pm shift - Monday to Friday (flexibility required) 

Please Note: 2 Weeks Paid Training will be Monday - Friday 

As a Customer Experience Advisor, you will be the first point of contact for customers, ensuring they receive a professional service, the support they need, and ultimately helping people on each and every call by supporting NHS patients who have medical or physical conditions who are unable to use public transport, or have other means of transport available to attend NHS appointments.

Booking, amending or cancelling non emergency patient transport whilst prioritising this communication with patients, from initial booking to the moment they arrive home after appointments.

You will receive full training to allow you to assist and communicate effectively.

What's Involved:

• Deal with telephone queries and provide information to both external and internal customers as necessary.
• Communicate effectively and liaise with customers, relative client departments and management.  
• Adhere to the minimum target call and communication levels and standards as set by the company.
• Keep up-to-date with briefs and news articles to remain fully informed with company and legislative changes.
• Keep up to date and complete training as requested.
• Be aware of safe guarding policies and procedures.
• Adhere, at all times, to the Data Protection ICT and Confidentiality Policy.
• Work as a team to support colleagues.
• Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Team Manager.
• Keep accurate and timely records of all communication contacts with customers.
• Provide a high level of customer experience that is informative and confidential to customers whilst achieving service objectives.

The Ideal Candidate

Essential Skills:

• Have a provable experience working in a customer focused environment, providing customer services over the phone and/or other communication channels.
• Be confident and courteous communicator with an excellent telephone manner.
• Excellent ability to organise workload.
• Be able to work under pressure, often dealing with emotive issues.
• Have an excellent standard of written and spoken English.
• Proven experience of building rapport & adapting communication to suit a diverse range of people.
• Have a positive working attitude and work ethic with good timekeeping skills, behaviours
  and a professional manner.
• Working under own initiative and the ability to plan effectively in order to pre-empt potential issues and counteract effectively.

Desirable Skills:

• Experience of working in a Call Centre environment 
• Good I.T literacy skills and knowledge specifically experience of using all MS Office packages.
• Experience of working within a safeguarding environment
• Customer Service/ Care exposure experience

Benefits:

While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below;

• Progression, training and development catered to you.
• Charity work
• Refer A Friend incentives 
• Company pension scheme with employer contributions.
• G4S Life Assurance Scheme.
• Subsidised healthcare plan.
• Charity work- Match-IT and Payroll Giving.
• Confidential Counselling Services
• 24/7 support specialising in health and medical 
• Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers
• Free tea and coffee on site
• Morale and well being team 

We encourage applications from people from all ages and backgrounds and aim to have a workforce that represents the wider society that we serve at G4S ESS. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a workplace where everyone feels valued and a sense of belonging.

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