Exciting full-time opportunities available for Call Handlers to join our team at our Lincoln Headquarters Contact Centre
Who Are We?
At Health Transportation Group UK (HTG-UK), we are one of the UKs leading providers of Non-Emergency Patient Transport, supporting thousands of vulnerable patients across the UK. We proudly serve the NHS, completing over 800,000 essential journeys every year.
We deliver services across a growing number of NHS contracts, including North East Lincolnshire, Mid and South Essex, Dorset, Cornwall & Isles of Scilly, Norfolk & Waveney, and Suffolk and North East Essex. With 22 operational bases and a dedicated team of over 1,200 passionate professionals, we provide safe, caring, and high-quality transport services nationwide.
What Can You Expect?
You would be joining us in the role of Call Handler, where you will be the first point of contact for service users and healthcare professionals. Youll receive calls that are primarily to arrange non-emergency transport for eligible patients who require assistance getting to and from their healthcare appointments. Youll ensure every caller receives a respectful and professional experience from their very first interaction with HTG-UK, while accurately recording patient and journey details into our system and upholding HTG-UKs core values.
We offer full-time, permanent positions, working 37.5 hours per week across a flexible schedule from Monday to Sunday.
Summary Of Main Duties Include
- Receive and process transport requests from patients and healthcare professionals (HCPs).
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Apply the agreed eligibility process to all relevant bookings to ensure fair and consistent service.
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Accurately input transport requests into the computerised booking system.
- Handle enquiries and escalate appropriately to ensure smooth and effective communication.
Whats In It For You?
- Hourly rate £12.71 per hour
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Contractual Sick Pay after 12 months service
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Employee Assistance Programme delivered by the UKs #1 EAP service- Health Assured
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Increased holiday allowance for long service
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Refer a Friend Earn up to £500 for each friend you bring on board
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Pension Scheme
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Full Call Handler training induction and ongoing mentorship
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Opportunities to grow and develop
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Engaging Workplace Culture with regular company updates and Employee of the Month
We are Looking for Great People Who:
- Are fluent in the English language, with a good standard of IT skills
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Strong accuracy and attention to detail
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Ability to handle sensitive or emotional conversations appropriately
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Reliable, punctual and committed to delivering high-quality service.
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Ability to communicate with people from diverse backgrounds, showing empathy, respect, and understanding.
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Understanding of patient confidentiality and data protection (GDPR).
Our Commitment to Safer Recruitment
Patient safety is our priority. To work for HTG-UK you will need:
- Enhanced DBS check (Conducted during onboarding if successful)
- Right to work in the UK
- Satisfactory employment and character references
- A satisfactory medical assessment
- Successfully complete mandatory induction training on commencement of employment.
Equal Opportunities
The Companys Equal Opportunities policy affirms our commitment to ensure that no patient, employee or job applicant faces discrimination - whether directly or indirectly based on gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, belief, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable.
Safeguarding
The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously and therefore all employees at HTG-UK are expected to:
- Attend mandatory training on Safeguarding children and adults
- Ensure they are familiar with their and the organisations requirements under relevant legislation
- Adhere to all relevant national and local policies, procedures, and professional codes
- Report any concerns to the appropriate authority
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Maintaining professional boundaries as a Person in a Position of Trust (PiPoT)
