Call Handler

Part Time Call Handler

General Purpose:
Provide a 24 hour fully supported and managed forensic medical call handling service to police forces nationwide. Arrange delivery of primary healthcare services to secure environments.

Key Tasks & Responsibilities:
Ensure all inbound calls are answered promptly.
Accurately obtain information provided by Custody Units in relation to why a clinician is required to attend and log using our in house data collection system.
Ensure that all requests are passed to clinicians within agreed timescales and record reasons for delays.
Dispatch clinicians in the most effective ways possible.
Ensure custody staff are updated with estimated arrival times and reasons for any delays.
Understand who our internal / external customers are and their requirements.
Work in line with set key performance indicators as set by the Contracts Operations Manager and Shift Managers.
Ability to interact with customers and other departments in order to get the job done, gain support and resolve issues.
Prioritise workload to balance the needs of internal and external customers effectively.
Understand the Call Centre service level agreements and work in line to fulfil them.
Adhere to health and safety policies.
Understand and adhere to the required data protection, confidentiality rules and information governance.
Comply with all company, statutory and quality policies and procedures.
Assist in training new employees.
Manage workflow during shifts ensuring proactivity during quieter periods.
Undertake ad-hoc duties and temporary positons as required. This includes administration and support for other sectors of the business.
Deal with problems that arise in an efficient and courteous manner escalating serious issues to the Shift Manager.

Salary – £9,126 per annum.
Shifts are 3 on, 5 off working a rotation of shifts 06.00 – 14.00, 14.00 – 22.00 and 22.00 – 06.00.

CRG is an equal opportunities employer and welcomes applications regardless of sex, age, race, sexual orientation, gender reassignment, marriage and civil partnership, religion and belief, pregnancy and maternity or disability.