Customer Support CoordinatorNHS

Job summary

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.

Main duties of the job

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.

Job description

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.

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.
• 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.

About us

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.

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