Patient Transport Service Apprentice Call Handler

Customer Service

At a glance

Date Posted: 20/03/2019

Expiry Date: 31/05/2019

Vacancy reference: 1502811

Wage: £7,605 (per annum)

Location: Wakefield, WF1

Apprenticeship Type/Name: Customer Service Practitioner

Working week/hours: 37.5

Apprenticeship duration: 15 Months Maximum with future full time position available for the right candidate.

Apprenticeship level: Intermediate (Level 2)


Qualifications required:

  • GCSE at grades A*-C/9-4 (or equivalent) in English or the ability to demonstrate English skills.

Desired skills:
  • Effective communicator (both verbal and written)
  • Excellent telephone manner
  • Effective engagement and influencing skills
  • Effective listening skills
  • Excellent time management
  • IT literate
  • Ability to deal with confidential information
  • Able to work under pressure
Personal qualities:
  • Active team player
  • Demonstrates sensitivity to the needs of individuals and groups
  • Able to prioritise tasks and to manage conflicting demands on time and resources, to deliver objectives
  • Self-motivated – able to work on own initiative and work effectively as part of a team
  • Able to manage stressful situations and make sound decisions
  • Mature and professional approach to work


As an Apprentice call handler for the Patient Transport Service you will be the first point of contact for both patients and health care professionals requiring to making transport booking arrangements.

  • Receive and process requests for patient transport journeys, via the means of a telephone and faxes, from both patients and healthcare professionals
  • Ensure that the agreed patient eligibility process is implemented for all relevant bookings
  • Record and update statistics relating to patient journey times
  • Make outbound calls to patients to confirm details of their journey requirements, including mobility checks and confirmation that the transport is still required
  • Maintain a healthy and safe working environment for self and colleagues
  • Ensure own compliance with regard to mandatory training and requirements
  • Participate in the continuous quality improvement audit process to develop individual performance and achieve against delivery targets
  • Meet daily key performance indicators and targets
  • AOB


Name: Charise Binns


Phone number: 01132 459712

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