Customer Support Coordinator

Prometheus Safe and Secure

Information:

This job is now closed

Job summary

Only open to UK Candidates.

As a Customer Support Coordinator, you will work on a shift pattern and serve as the primary point of contact for customers, handling inquiries, resolving issues, coordinating service requests, entering data into the call management system, assigning ambulance crews to approved services, and staffing new approved Enhanced Observation services.

Your role involves providing exceptional customer service while efficiently managing customer requests and coordinating logistics with frontline staff. With strong communication skills and attention to detail, you will ensure smooth operations and customer satisfaction.

Main duties of the job

Your role will primarily involve taking the requests from our customers to use our service and then dispatching our specially trained staff or advising them as required.

You will also support our staff who are on duty and in the office and you will assist in taking and managing regular business calls that are received.

On occasions members of the public will contact us directly from time to time so you may have to support and manage their requirements to use our specialist services.

About us

Prometheus is a leading provider of secure transportation solutions specialising in the mental health sector and Complex Care Enhanced Observations for Acute Trusts, Mental Health Services and Local Authorities. Our team ensures that patients are transported safely and with dignity, maintaining the highest standards of care.

Offering a range of services to support NHS Trusts, Local Authorities, and Independent Providers, we have established strong client relationships and have a good pipeline of business which will see the business continue to push for market leader status within this industry.

Date posted

10 June 2024

Pay scheme

Other

Salary

£14 an hour Plus up to 10% bonus

Contract

Permanent

Working pattern

Full-time

Reference number

E0421-24-0144

Job locations

Prometheus Safe & Secure Ltd

Fort Parkway

Birmingham

B24 9FD


Job description

Job responsibilities

1. Customer Service Delivery

Deliver high-quality and effective customer service and support over the telephone to customers and staff.

Support patients contacting the service directly.

Ensure every patient contact is conducted appropriately with a focus on customer and patient-focused support and care to achieve the best outcome.

2. Call Handling and Information Management

Utilise a wide range of IT systems effectively to fulfil call handling functions.

Accurately record information and maintain records of calls appropriately.

Monitor multiple email inboxes and respond accordingly.

3. Operational Support and Coordination

Assist all staff in queries and escalate appropriately, especially if a clinical decision is required.

Ensure adequate handover of patient details between teams, including risk history, current presentation, and relevant features.

Ensure correct staffing levels and skill mix for each service request.

Promptly escalate staff lateness or sickness to the appropriate Line Manager.

Report accidents, complaints, and untoward incidents promptly to the management team through agreed channels.

Maintain a healthy and safe working environment for self and colleagues.

Maintain a working knowledge of Prometheus business technical procedures and escalate issues affecting service delivery as necessary.

Ensure an adequate supply of paperwork for ambulance crews.

Undertake alternative roles within the wider business and group as required.

Be part of the on call rota to be on call as required by the Company

4. Personal Development and Performance

Take responsibility for own personal development requirements.

Maintain up-to-date awareness of current policies and utilize non-clinical triage skills to ensure request appropriateness.

Meet daily key performance indicators (KPIs) and targets.

Job description

Job responsibilities

1. Customer Service Delivery

Deliver high-quality and effective customer service and support over the telephone to customers and staff.

Support patients contacting the service directly.

Ensure every patient contact is conducted appropriately with a focus on customer and patient-focused support and care to achieve the best outcome.

2. Call Handling and Information Management

Utilise a wide range of IT systems effectively to fulfil call handling functions.

Accurately record information and maintain records of calls appropriately.

Monitor multiple email inboxes and respond accordingly.

3. Operational Support and Coordination

Assist all staff in queries and escalate appropriately, especially if a clinical decision is required.

Ensure adequate handover of patient details between teams, including risk history, current presentation, and relevant features.

Ensure correct staffing levels and skill mix for each service request.

Promptly escalate staff lateness or sickness to the appropriate Line Manager.

Report accidents, complaints, and untoward incidents promptly to the management team through agreed channels.

Maintain a healthy and safe working environment for self and colleagues.

Maintain a working knowledge of Prometheus business technical procedures and escalate issues affecting service delivery as necessary.

Ensure an adequate supply of paperwork for ambulance crews.

Undertake alternative roles within the wider business and group as required.

Be part of the on call rota to be on call as required by the Company

4. Personal Development and Performance

Take responsibility for own personal development requirements.

Maintain up-to-date awareness of current policies and utilize non-clinical triage skills to ensure request appropriateness.

Meet daily key performance indicators (KPIs) and targets.

Person Specification

Skills

Essential

  • Effective engagement skills
  • Effective listening skills
  • Results orientated with good communication skills
  • IT literate
  • Ability to deal with confidential/sensitive and distressing information
  • Ability to work under pressure
  • Knowledge of health and safety issues
  • Ability to prioritise workload and meet performance targets.

Experience

Essential

  • At least 3 Year UK employment history
  • Customer service skills
  • An understanding of the call handling and telephone triage roles

Desirable

  • Previous experience of working in a call centre
  • Understanding of Mental Health disorders
  • Experience of liaising with multi-disciplinary agencies

Qualifications

Essential

  • Minimum of English and Maths at GCSE or above and/or evidence of appropriate employment/work experience
  • Evidence of undertaking additional skills training, willingness to develop further.

Communication Skills

Essential

  • Excellent telephone manner
  • Effective communicator (both verbal and written)
Person Specification

Skills

Essential

  • Effective engagement skills
  • Effective listening skills
  • Results orientated with good communication skills
  • IT literate
  • Ability to deal with confidential/sensitive and distressing information
  • Ability to work under pressure
  • Knowledge of health and safety issues
  • Ability to prioritise workload and meet performance targets.

Experience

Essential

  • At least 3 Year UK employment history
  • Customer service skills
  • An understanding of the call handling and telephone triage roles

Desirable

  • Previous experience of working in a call centre
  • Understanding of Mental Health disorders
  • Experience of liaising with multi-disciplinary agencies

Qualifications

Essential

  • Minimum of English and Maths at GCSE or above and/or evidence of appropriate employment/work experience
  • Evidence of undertaking additional skills training, willingness to develop further.

Communication Skills

Essential

  • Excellent telephone manner
  • Effective communicator (both verbal and written)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Prometheus Safe and Secure

Address

Prometheus Safe & Secure Ltd

Fort Parkway

Birmingham

B24 9FD


Employer's website

https://www.psecure.co.uk/ (Opens in a new tab)

Employer details

Employer name

Prometheus Safe and Secure

Address

Prometheus Safe & Secure Ltd

Fort Parkway

Birmingham

B24 9FD


Employer's website

https://www.psecure.co.uk/ (Opens in a new tab)

For questions about the job, contact:

Head of HR

Farzana Muquit

recruitment@psecure.co.uk

Date posted

10 June 2024

Pay scheme

Other

Salary

£14 an hour Plus up to 10% bonus

Contract

Permanent

Working pattern

Full-time

Reference number

E0421-24-0144

Job locations

Prometheus Safe & Secure Ltd

Fort Parkway

Birmingham

B24 9FD


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