Contact Centre Advisor and Controller

Contact Centre Operations · Leeds, West Yorkshire
Department Contact Centre Operations
Employment Type 4 On 4 Off
Minimum Experience Entry-level

Main Purpose of the Job

  • Provide call support and OOH control for all contracts managed by the contact centre 24/7
  • They will be responsible for the end-to end management of the customer transport booking journey, including correct and accurate application of eligibility criteria and accurate input of information captured within the booking journey
  • They will manage and action requests to cancel journeys which are no longer required and notify the relevant parties of all cancellations in a timely manner
  • Identify all safeguarding and incidents which need raising and adhering to BMS processes and procedures at all times 
  • Responsible for responding to all incoming generic business enquiries via email and telephone and directing as appropriate
  • Responsible for all ADHOC booking requests and management of the process through to effective completion and billing
  • Provide support to the ECR process as and when requested and trained

Main Duties and Responsibilities of the Role (list / outline)

  • Working within a contact centre, the post holder will provide a friendly, efficient and patient and health care professional focussed booking service for all contracts within the contact centre
  • Provide and ensure all bookings are assessed using the correct eligibilty
  • Manage and control the dispatching element of ERS contracts at appropriate times
  • Log and categorise effectively all incidents and safeguarding using the correct tools form the level of issues on the incident online form
  • Deal promptly, professionally and efficiently with all calls receiving taking appropriate action on own initiative where required
  • Working within a contact centre, the post holder will provide a friendly, efficient booking and dispatch service for non-emergency and urgent patient transport

Respect for Patient Confidentiality

  • Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.

  • Maintain an awareness of the Freedom of Information Act.

Health and Safety / Risk Management

  • All staff are responsible for working with their colleagues to maintain and improve the quality of services provided to our patients and other service users. This includes complying at all times with the business’s policies, including Health and Safety policies, in particular by following agreed safe working procedures and reporting incidents using the business’s Incident Reporting system.
  • All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They should be familiar with the Company’s use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services.
  • Post holders must also attend training identified by their manager, or stated by ERS Medical to be mandatory.
  • All individuals have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that ERS Medicals’ health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.
  • All staff have a duty to protect their own health and safety and that of others persons who may be affected by their acts or omissions.
  • Support an environment where health and safety considerations are firmly embedded in the way you undertake your work.

Safeguarding Children and Vulnerable Adults

  • Post holders have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.

  • Promote the protection of children and vulnerable adults by adhering to relevant guidance and procedures.

Policies and Procedures

  • Individuals are also required to comply with the policies, procedures and protocols in place within the business. (These are available from the Human Resources department or operations teams).

  • Ensure own compliance with the business’s policies, procedures and current legislation.


  • Ensure the progress and quality of your work meets the required standards of performance.

Infection Prevention and Control

  • All individuals have a personal obligation to adhere to current guidance on methods to reduce healthcare-associated infections (HCAIs).
  • Post holders must be familiar with the business’s Infection Prevention and Control Policies, including those that apply to their duties, such as Hand hygiene Policy and Personal Protective Equipment Policy.
  • Individuals must undertake mandatory training in Infection Prevention and Control and be compliant with all measures required by the business to reduce HCAIs.

Working Relationships

  • Adopt a polite, professional and respectful manner at all times.
  • Maintain a professional working relationship with patients, carers, members of the public, colleagues and other health and social care professionals.
  • Key relationships include:
    • ERS Medical team
    • Operations teams
  • Demonstrate effective and appropriate skills in communicating information, to colleagues, patients and relatives.

Governance and Security

  • Support the business to act safely and responsibly in relation to staff, patients, and the communities in which they work.
  • Ensure that the law in key areas such as health and safety, and Information Governance is complied with in your work area.
  • Ensure incidents are reported through ERS Medicals’ reporting system.
  • Comply with health, safety and security issues in your work area.

Personal Development

  • As part of the appraisal process employees have joint responsibility with their line manager to identify any learning and development needs in order to meet the agreed performance standards.
  • Undertake necessary training and development to ensure that your own continuous professional development is maintained.
  • The job holder will undertake all mandatory training required for the role.

Equality and Diversity

  • No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.
  • The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.

Smoke Free Policy

  • The business operates a Non Smoking Policy which limits smoking in the workplace. Employees are required to observe the rules laid down in the policy.

Special Conditions

  • This job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances, in discussion with the post-holder.
  • Due to of the nature of the work, this post is exempt from the provision (42) of the rehabilitation of offenders act 1974 (Exemptions) order 1975. The post holder will therefore be required to apply for DBS check.


Thank You

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  • Location
    Leeds, West Yorkshire
  • Department
    Contact Centre Operations
  • Employment Type
    4 On 4 Off
  • Minimum Experience