As a call handler at PHL, your role is so very important as the first point of contact for our patients. A kind and empathetic person, you will be expected to take control and be accountable of the given situation, providing our patients with respect and confidence in our ability to deliver a great and caring service. As an integral team member, you will efficiently manage patient calls, keeping them informed to the progress and liaising with your duty team leader as appropriate to ensure a seamless and first-class service is delivered.

Hours
Night shifts weekday and/or weekends. Shift times 23:00-06:59 or 23:59-07:59

Call Handler location
Solent Business Park, Whiteley, Hampshire.

Key Responsibilities:

• Book patients into Primary Care Centre appointments
• Monitor the electronic booking system and liaise with the duty team leader to prioritise workload
• Deal with enquiries in a helpful, respectful and courteous manner
• Patient sensitivity and confidentiality is paramount
• Perform specific duties as required by the duty team leader to ensure efficient systems are in place for the maintenance of all records in accordance with statutory and company procedures
• Comfort calling of patients in accordance with comfort calling policy
• Working as a team player to support colleagues as necessary

• Experience within roles where customer service was paramount is highly desirable
• Be able to work efficiently, ensuring the appropriate appointments are made within targeted time frames
• Excellent communication and interpersonal skills
• Be able to demonstrate great customer service
• Display sensitivity and empathy with people from different backgrounds and in different situations
• Ability to exercise judgement when dealing with patient enquiries/problems
• Computer literate with experience of Microsoft office or other databases
• Good standard of literacy and numeracy

All applicants must comply with the Working time directive when working as a bank worker for PHL. This will also apply if the candidate has multiple employers.

As well as a rewarding career, development opportunities and a competitive salary, you will also enjoy a generous holiday allowance and the opportunity to join the company pension scheme.

Due to the high volume of applications received we are unable to respond to unsuccessful candidates. If your application is of interest to us, we will normally contact you within 2 weeks of receiving your application.