Operations Support Specialist (Part-time)

About OnCue Transport

OnCue specialises in the provision of care-led, compliant, and scalable non-emergency patient transport services to ICB’s, NHS Trusts, and Ambulance providers. Great service is paramount for our continued expansion and the trust of our partners.

Our Mission : Is to create value for our customers and partners by delivering an innovative and care driven patient transport solution.

Our Vision: To be recognised as a leader in our industry because of our innovation, and commitment to care for our patients, employees, and partners.

Teamwork is critical for success therefore you should maintain positive working relationships with others, both internally and externally, to achieve the goals of OnCue.

Great service is paramount for our continued expansion and the trust of our partners.

The Job

This is a part-time role, the working pattern is Monday and Tuesday from 10:30-19:30. You will have specific responsibility for the following:

· Supporting the Operations Allocator Team: Providing active support to the Operations allocator during your shift.

· Accurate Delays: Making accurate delay calls/emails on any new requests, unallocated work and in progress journeys.

· Communication: Effectively communicating changes and updates to patients, partners, and Driver Companions.

· Problem Solving: Addressing Driver Companion, Patient, and Partner queries.

· Partner Portal Management: Managing partner portals such as PTS Online to ensure accurate information and timely updates.

· Risk Mitigation: Identifying potential risks to the Operations Support Team and OnCue Management Team to ensure a timely resolution.

· Administrative Support: Providing administrative support to the Operations Allocator Team including data entry, incident report generation.

· DC Retention: Promoting a positive work environment and implementing fair earning practices to retain Driver Companions.

Phone calls: To handle incoming and outgoing phone calls. Answer and manage incoming calls efficiently and professionally, provide accurate information and keep call wait time down to under 30 seconds. if the inbound queue exceeds three calls or a call remains unanswered for over 30 seconds, all team members are expected to step in and ensure timely responses.

· Next day work call out: Using our in house software to send DC’s the details for the next days work and calling DC’s who have not replied or require help

· Service Excellence: Maintaining a sub-6% service KPI (Key Performance Indicators) level through efficient team management and process optimisation.

· Emails: Dealing with enquiries and requests via email

Skills required

· Strong organisational and time management skills.

· Attention to detail and accuracy.

· Excellent communication and interpersonal skills.

· Proficiency in using computer systems and software applications, including partner portals.

· Ability to work effectively as part of a team.