Allied Healthcare
04 Oct 2017
13 Oct 2017
Contract Type
Full Time
====== Despatcher

Job Title:
OOH Despatcher


Reports To:
Team Leader

Purpose of Job:
To ensure details of patients are transferred to crews on the road in an efficient, effective and safe manner. Comply with all internal processes to ensure call targets do not breach and complete administrative duties as required.

Main Tasks and Responsibilities:
* To ensure, that all calls are handled in a timely, accurate and professional manner, within agreed timescales, in order to maximise quality of service, and ensure service level agreements are met.
* Despatch patient visits within specific timescales.
* Make short notice amendments to UCC Rotas on the ADASTRA system
* Work closely with the other teams on duty to ensure effective use of clinical resource
* Ad hoc filling of clinical shifts when short notice cancellations are made
* To promote and encourage continuous improvement within the Contact Centre in relation to working practices and procedures.
* The post holder is required to be competent in the use of the telephony system and be able to transfer calls internally and to Partner organisations. Retrieving calls in event of transfer failure.
* To deal with any call backs into the service with confidence and empathy. Explaining clearly reasons for delay and deciding if it is safe to return the call to the queue or if more urgent intervention is required. Maintaining confidence and reassuring patient throughout.
* To participate in monthly 1:2:1s, appraisals and team meetings and ensure that self-development requirements are identified and SMART objectives set
* Actively works towards their own development and highlights areas for improvement and advancement without being prompted. Seeks assistance and support to address any areas identified. Attend additional on the job training sessions (may be outside of normal working hours) in relation to consistency, own development and new business wins.

The tasks and responsibilities shown above are not exhaustive but should merely be regarded as a guide. The jobholder will be expected to conduct any reasonable activities according to the business needs at that time. These will be subject to periodic review and may be amended to meet the changing needs of the service. The job holder will be expected to participate in this process and the company would aim to reach agreement to changes.
Person Specification:
* G.C.S.E. English and Maths (or equivalent).
* Above average oral and written communication skills.
* Good spelling
* Knowledge of local area.

* Proactive self-starter.
* Ability to work on own initiative.
* Analytical and problem solving skills.
* Ability to multi-task.
* Competent MS Office user.
* Actively working towards own development.
* Experience within a call centre environment.

Results Driven – Shows a readiness to make decisions and commit to a course of action. Motivated by challenge and sees problems through to their conclusion.
Team Effectiveness – Displays collaboration, builds alliances and encourages others to work together.
Commercial Awareness – Shows an understanding of the business, thinks in terms of profit, loss and added value.
Customer Focus – Dedicated to meeting the expectations and requirements of the internal and external customers, ensuring and maintaining effective relationships, and building trust.
Communication – Always communicates clearly and accurately. Listens to others and absorbs information.
Influencing – Gains clear agreement and commitment from others by persuading, convincing and negotiating.
Planning and Organising – Plans ahead and works in a systematic and organised way. Follows directions and procedures.
Alignment and Compliance – Aligned to the values, culture and mission of the organisation.
Leading and Supervising – Takes control and exercises leadership, initiates action, gives direction, and takes responsibility.

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