Relief Call handler/Despatcher

  • Job Type Permanent role
  • Working Pattern 37.5 hours per week
  • Salary £10.09 per hour with uplifts
  • Location Based Longbow, Harlescott, Shrewsbury
  • Closing Date 09/05/2022
  • Interview Date TBC
  • Contact Sue James Call Centre Manager or Spencer Dunham Assistant Call Centre Manager
  • Email
  • Telephone 01743 454901

Relief Call handler/Despatcher – 37.5 hours per week

(This role has no fixed pattern as you will be expected to provide absence cover, with a minimum two weeks notice. It will involve a mix of both in hours and out of hours shifts and will include a mix of weekday, weekends and include bank holidays).


Permanent role:  Based at Longbow, Harlescott, Shrewsbury

£10.09 per hour with a 30% uplift after 8pm and all day Saturday 60% uplift all day Sunday, and Bank holidays


We are an expanding not for profit Company providing a range of medical services for patients 24/7,365 days a year. We are currently looking for a talented and team spirited Relief Call Handler to work in our Call Centre.


This is a dual role where, as a despatcher, you will also be responsible for the smooth running and efficiency of the ‘Patient Pathway’ in ensuring that all Home Visits and Base Appointments are undertaken in a timely manner and in accordance with laid down procedures and timescales.


Additionally, as part of the Care Co-ordination centre, you will be supporting a clinically lead team whose main role is to coordinate and facilitate the care of patients being admitted to hospital from their GP surgeries. You will also act as a single point of contact for GP’s accessing emergency secondary care.


Job Role:

  • Answering inbound telephone calls (professional & patient calls)
  • Inputting all patient data onto our systems
  • Escalating calls appropriately
  • Coordinating and facilitating patients being admitted to hospital
  • Arranging outpatient appointments.  
  • Supporting Health Care Professionals and GP’s
  • Administration, emails, electronic faxes
  • Work and adhere to company policies and procedures
  • Provide administrative support to colleagues and clinicians
  • Ensure a high level of Customer care and quality service
  • Prioritise and be able to work on your own initiative, have strong communication and interpersonal skills along with the ability to handle confidential information with complete discretion and integrity.
  • Managing the appointment books for patient face to face appointments at our hospital sites
  • Managing the despatch of home visits requests to the appropriate clinician/car.
  • Updating patients, colleagues & clinicians where appropriate
  • Adhering to strict timescales and targets
  • Real time monitoring of visit and appointment books
  • Follow appropriate escalation measures when needed


You will have:

  • A good standard of general education/qualifications
  • An excellent telephone manner
  • Strong communication and Interpersonal skills
  • Be computer literate
  • Customer Service experience ( including telephone)
  • Be Patient focused
  • Previous call handling experience in a call centre (or similar) environment desirable

Full training will be given upon any offer of employment.


We offer competitive rates of pay with unsocial payments along with NHS Pension & Healthcare Benefits Scheme together with a range of other discounted benefits and above average holiday entitlement and career progression opportunities.


For an informal discussion with regards to this position and what you are looking for in terms of hours and availability, please contact Sue James Call Centre Manager or Spencer Dunham Assistant Call Centre Manager on 01743 454901 or Email:


** We reserve the right to close the vacancy earlier due to the number of application’s received and if you do not hear from us two weeks after the closing date, you can assume that you have not been shortlisted for interview.