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
Compensation £9.96 Per Hour

ERS Medical are a leading patient transport service spanning across the UK and we provide a range of specialist patient transport and courier services to the NHS. We are a reliable, caring service that puts people at the heart of everything we do.


Are you an experienced Contact or Call Centre Agent that is seeking an opportunity to work for a dynamic fast-growing National Healthcare company?

If this sounds like you, this role could be for you.


Main Purpose of the Job

  • As a member of the Out of Hours Team, the Contact Center Agent and Controller will take bookings and deal with enquiries and act as the main contact point for transport for Patient Transport Service users
  • Working within a contact centre, the post holder will provide a friendly, efficient, and patient and health care professional focused booking service for non-emergency and urgent patient transport, with specific priory to the contract you are dedicated to in hours dependant on shift.
  • Take control and handover from dispatch at contract defined times and manage the efficient dispatch of all contracts
  • Provide call support for all Contact Centres and Contracts within the business
  • Identify and log all safeguarding and incidents which need raising and adhering to BMS processes and procedures at all times 
  • Provide a specialist booking service for Mental Health Patients ensuring the risk management is applied to all journeys to ensure the safety of the crew and patient
  • Responsible for all ADHOC booking requests and management of the process through to effective completion and billing

Main Duties and Responsibilities of the Role


  • Responsible for tasking appropriate resources to meet patient and contractual obligations in addition to established performance targets.
  • Take bookings from patients, hospitals, and GP’s as appropriate. Use the phonetic alphabet to confirm details and ensure correct and accurate capture of data.
  • Ensure appropriate liaison with other agencies such as GP’s, Nursing Homes.
  • Ensure risk management is applied to all journeys to ensure the safety of the crew and patients, especially on specialist transfers that require specifically qualified crew and vehicles.
  • Adding new accounts to the system as and when required.
  • Provide information on prices for Adhoc journeys to clinics, GPs surgeries, out of area journeys, and private individuals, ensuring confirmation is gained from the bill payer prior to confirmation of the booking.
  • Deal promptly, professionally, and efficiently with all telephone calls received taking appropriate action on own initiative where required.
  • Collate patient onboard surveys for both PTS and Emergency work.
  • Carry out general administrative duties as directed.
  • Display a high level of Customer Care when dealing with hospitals, patients, and relatives.
  • Ensure compliance with patient care and safety protocols and guidelines.
  • Ensure incidents and near misses are reported promptly in accordance with the business's risk management procedures.
  • Manage all email inboxes and general enquires for ERS Medical

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 favorable 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.


Thank You

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  • Location
    Leeds, West Yorkshire
  • Department
    Contact Centre Operations
  • Employment Type
    4 On 4 Off
  • Minimum Experience
  • Compensation
    £9.96 Per Hour