Admin and Support Services

Call Handler

  • Location
    Atcham (SY4 4UG), Shropshire
  • Reports To
    CADI Manager, Shropshire
  • Hours
    30 Hours per week - 6 Months Fixed Term Contract
  • Salary
    £8 per hour

About the job

Falck is a global leader in the provision of Emergency Ambulance and Patient Transport Services. We are looking for individuals who will be able to provide and maintain a caring environment and provide a transport service as appropriate for the needs of non-emergency patients.

What We Offer

  • Ride to Work schemes
  • Auto-enrolment onto our contributory workplace pension
  • Entitlement to our Employee Assistance Programme
  • Enhanced holiday entitlement

An exciting opportunity has arisen for a Call Handler in our Atcham office.

This is a key operational position within our call handling centre and requires a competent and experienced call handler dealing with frontline high volume calls from patients and hospitals to manage non-emergency transport bookings, cancellations, enquiries and checks to bookings.

Applicant with telephony experience and an ability to use telephony and IT equipment and software will be ideal.


  • Provide a patient centred service with the priority of managing
  • patient care and safety at the heart of behaviours and performance
  • Use telephony equipment and IT software as instructed
  • Answer calls professionally within call response targets
  • Accurately record all booking information on booking software systems
  • Follow processes and systems to determine the eligibility of patients for transport
  • Answer queries competently and accurately to ensure transparency and most up to date information
  • Provide concise and accurate information when referring callers to alternative services when required
  • Obtain advice from the appropriate person or department where necessary or when dealing with specific transport requirements
  • Communicate effectively with the team, clients and members of the team
  • Contact patients prior to travel to check booking details and inform patients of the arrival time.
  • Responsible and accountable for the health, safety and well being of self and others at all times
  • Ensure that company policy, procedure and guidelines are followed when reporting of any near miss incidents and accidents and to co-operate with the investigation as necessary
  • Be alert to company policy, procedures and standards, to ensure individual compliance
  • Examine medical information provided by patients or hospitals and assess the mobility of patients to book correct mode of transport
  • Handle queries from hospital staff and patients and provide information where necessary
  • Provide assistance or backup to staff at the line managers discretion, which will include designate controller(s)
  • Make the necessary call backs informing clients of vehicles that are delayed beyond the given delay times, POD requests
  • Be fully aware of all special requirements of any particular clients (authorised users, passwords) which can be found on the booking system
  • Be able to think quickly to resolve problems and work calmly in a highly stressful environment
  • Be assertive yet fair when dealing with PTS drivers and ambulance crews over the telephone
  • Able to communicate/negotiate with customers at all levels from transport lounge staff to doctors/consultants
  • Display professional conduct at all times
  • Any other duties and tasks as are allocated to you at the discretion of the company that are within your capabilities and within the scope of your post and location
  • Attend training organised and apply all training matter in operations as directed
  • Ensure all GDPR and ISO standards are fulfilled at all times
  • Report incidents and safeguarding concerns using company policy and procedure

Personal Performance Indicators:

  • Call handling response time
  • Calls/hour
  • Complaints
  • Abandoned call rate


  • Conduct duties in accordance with Falck values and working flexibility, collaboratively and inclusive.
  • High levels of customer care skills
  • Telephony experience and ability to use telephony and IT equipment and software
  • Attention to detail and motivation to provide high standards of care and service
  • Able to work as a team
  • Good standards of spoken and written English

If you are interested in this opportunity and would like to apply, please email your CV to


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