Customer Support CoordinatorNHS

Job summary

Prometheus is a specialist provider of secure transport and complex care services for mental health patients, working with NHS Trusts, Acute Trusts, Local Authorities and independent healthcare organisations. Our focus is on safety, dignity and high quality care, delivered by teams who understand the needs of people experiencing mental health crises and requiring specialist support.

Main duties of the job

Key Responsibilities include: Deliver a professional, compassionate, and high-quality customer service experience to patients, customers, healthcare professionals, and colleagues. Act as the first point of contact for all telephone and email enquiries, ensuring requests are managed promptly and effectively. Support patients and members of the public accessing Prometheus services, providing appropriate advice, guidance, and reassurance. Accurately record and maintain information using the Company's call management system and other IT platforms. Monitor and manage multiple email inboxes, ensuring timely responses and appropriate escalation where required. Coordinate ambulance crews and Enhanced Observation staff to approved service requests, ensuring appropriate staffing levels and skill mix. Provide operational support to frontline staff, responding to queries and escalating clinical concerns to the appropriate clinician or manager. Ensure effective handovers between teams, including communicating patient risks, current presentation, and relevant operational information. Promptly escalate staffing issues, including sickness, lateness, and operational concerns, to the appropriate Line Manager. Report accidents, incidents, complaints, safeguarding concerns, and other untoward events through the Company's reporting procedures. Maintain compliance with company policies, operational procedures, Health and Safety requirements, and Data Protection legislation.

Job description

About the Role Prometheus is a specialist provider of secure transport and complex care services for mental health patients, working with NHS Trusts, Acute Trusts, Local Authorities and independent healthcare organisations. Our focus is on safety, dignity and high quality care, delivered by teams who understand the needs of people experiencing mental health crises and requiring specialist support. As the business continues to grow, we are strengthening our operational leadership to support the delivery of safe, lawful and consistent services. As a Customer Support Coordinator, you will act as the primary point of contact for customers, delivering a professional, responsive, and high-quality service by managing enquiries, resolving issues, and coordinating service requests. The role involves accurately entering information into the call management system, dispatching appropriately trained ambulance crews to approved services, coordinating staffing for newly approved Enhanced Observation services, and providing guidance to customers where required. You will also support frontline operational staff and office teams, manage incoming business calls, and respond to enquiries from members of the public seeking access to our specialist services. Through effective communication, sound decision-making, and strong attention to detail, you will ensure the efficient coordination of services, maintain smooth day-to-day operations, and contribute to delivering excellent customer satisfaction. Job Opportunity The Customer Support Coordinator is responsible for ensuring the smooth day-to-day coordination of operational services by providing high-quality administrative and customer support. Working within a busy control environment, the post holder will manage service requests, coordinate operational resources, support frontline staff, and ensure all enquiries are handled professionally, efficiently, and in accordance with Company policies and procedures. Key Responsibilities include:

• Deliver a professional, compassionate, and high-quality customer service experience to patients, customers, healthcare professionals, and colleagues.
• Act as the first point of contact for all telephone and email enquiries, ensuring requests are managed promptly and effectively.
• Support patients and members of the public accessing Prometheus services, providing appropriate advice, guidance, and reassurance.
• Accurately record and maintain information using the Company's call management system and other IT platforms.
• Monitor and manage multiple email inboxes, ensuring timely responses and appropriate escalation where required.
• Coordinate ambulance crews and Enhanced Observation staff to approved service requests, ensuring appropriate staffing levels and skill mix.
• Provide operational support to frontline staff, responding to queries and escalating clinical concerns to the appropriate clinician or manager.
• Ensure effective handovers between teams, including communicating patient risks, current presentation, and relevant operational information.
• Promptly escalate staffing issues, including sickness, lateness, and operational concerns, to the appropriate Line Manager.
• Report accidents, incidents, complaints, safeguarding concerns, and other untoward events through the Company's reporting procedures.
• Maintain compliance with company policies, operational procedures, Health and Safety requirements, and Data Protection legislation.
• Maintain operational resources, including ensuring ambulance crews have the necessary paperwork and documentation.
• Participate in the Company's on-call rota and provide operational support outside normal working hours when required.
• Achieve agreed Key Performance Indicators (KPIs), quality standards, and individual performance objectives.
• Maintain up-to-date knowledge of company policies, procedures, and non-clinical triage processes through continuous professional development.
• Support the wider organisation by undertaking additional duties and contributing to continuous service improvement initiatives as required.

Essential Skills Person Specification Essential

• Minimum GCSE (or equivalent) in English and Mathematics, or relevant employment experience.
• Commitment to ongoing professional development and willingness to undertake further training.
• Previous experience delivering excellent customer service.
• Understanding of telephone call handling and telephone triage processes.
• Excellent communication, engagement, and active listening skills.
• Professional and confident telephone manner.
• Strong verbal and written communication skills.
• IT literate, with the ability to use call management and Microsoft Office systems.
• Ability to manage confidential, sensitive, and distressing information with professionalism and discretion.
• Ability to work effectively under pressure in a fast-paced environment.
• Excellent organisational skills with the ability to prioritise workload and meet performance targets.
• Sound understanding of health and safety responsibilities.
• Ability to work collaboratively with colleagues, customers, and external stakeholders.

Desirable

• Previous experience working within a call centre or customer contact centre environment.
• Experience within a healthcare, ambulance, or emergency services setting.
• Knowledge and understanding of mental health conditions and services.
• Experience of working with or liaising across multidisciplinary teams and external agencies.

DE&I At Prometheus Safe & Secure, we believe diversity strengthens our team and enhances the care we deliver. We are committed to recruiting from all backgrounds and ensuring every applicant is treated with fairness, respect and dignity. When hiring, we base decisions on skills, experience and potential, not on race, gender, age, disability, religion, sexual orientation or any other characteristic. We actively seek to remove barriers from our recruitment process and support equal opportunity: from inclusive job descriptions to accessible interview arrangements. We welcome applications from people of all walks of life and encourage anyone who shares our values and commitment to safe, compassionate care to apply. Benefits

• Employee Assistant Program
• Free on-site parking at all bases
• Free company uniform
• Mandatory training
• Enrolment in the companys pension scheme (The People Pension)

About us

Creating an Inclusive Environment At Prometheus Safe & Secure, we believe diversity strengthens our team and enhances the care we deliver. We are committed to recruiting from all backgrounds and ensuring every applicant is treated with fairness, respect and dignity. When hiring, we base decisions on skills, experience and potential, not on race, gender, age, disability, religion, sexual orientation or any other characteristic. We actively seek to remove barriers from our recruitment process and support equal opportunity: from inclusive job descriptions to accessible interview arrangements. We welcome applications from people of all walks of life and encourage anyone who shares our values and commitment to safe, compassionate care to apply.