PTS Call Handler Bank

To efficiently take and record incoming telephone calls requesting Patient Transport, in accordance with the set audit procedure, meeting agreed Key Performance Indicators (KPIs). To be customer focused and provide information in a polite and accurate manner. To handle all other incoming telephone calls to the Contact Centre as appropriate to their nature. To make outgoing calls as required, efficiently passing messages using IT equipment, telephone or other means and to undertake all administrative duties as appropriate.

• Exceptional customer service or patient facing experience, high levels of compassion and empathy and an excellent ability for following processes?


• A professional attitude, with a calm and articulate telephone manner?


• Excellent keyboard skills alongside attention to detail and an ability to listen and record details accurately?


• An aptitude to work well within a team environment?


Previous experience of working in a Contact Centre environment, either within the public or private sector is desirable, although not essential as full training will be given. However, previous experience of working in a customer service and target focused environment is essential to thrive within this role.

South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.

The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.

We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.


• Full training and support when you join and ongoing throughout your employment with us.


• Enrolment into the NHS Pension Scheme.


• Access to continual professional development and opportunities within SCAS and the NHS.


• Occupational Health support along with an Employee Assistance Programme.


• NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.