Senior controller covering the majority of Sussex ambulancesInbound and outbound calls, escalated by support due to issues or problems and also from drivers of ambulances who may be experiencing issues with patientsCoordinating Ambulance and Emergency Medical Technicians and liaise with customers to ensure an excellent caring service is offered and delivered.Ensuring utilisation is managed to the highest levels whilst managing costs to the KPIs set.

To act as a call operator receiving calls requesting ambulance transport. Calls can be from patients, relatives, GPs, nurses, hospitals, nursing home, social services, community clinics, PCTs, voluntary services and other transport providers. Calls will be answered promptly as per the quality standards. Receive all calls for transport requests and ensure bookings are only accepted if the eligibility criteria are met. Input eligible transport bookings onto the computerised system.Identify patients’ needs by prompting and ensuring that correct mobility, address and appointment location details are inputted to the system.Handling patient appointment cancellations, amendments and booking ready for discharge.Work closely with other departments on transport scheduling and services offered to ensure smooth patient flow and cut down on waiting times. Treat all callers with the utmost respect and consideration in all situations and to build and maintain a good rapport with patients and medical staff.Communicate patient problems to the appropriate department.Relay relevant information to hospitals to ensure easy, timely, and safe transportation. Control and take charge of all calls by managing patients, relatives and medical professionals in a calm professional manner, whilst treating the caller with respect and dignity at all times Required to deal with anxious patients and aggressive behavior. It is essential that a high level of customer service is maintained and that call takers deal with problems in an empathetic manner whilst doing their best to provide a solution for the patient Provide advice and assistance to both patients and the public via the Advice and Liaison Service (PALS). Make effective usage of the phonetic alphabet to ensure a degree of accuracy

Outbound calls to members requiring assistance in kyc or verification issues on premium ventures including Jackpotjoy, Sun Bingo, Virgin Games, Fabulous Bingo, Heart games and Caesars Casino and Bingo. Present and promote company in a professional manner guaranteeing member satisfaction and loyalty.Meeting very high quality standards in place by a Prestige Company.Advise members on procedures and collating personal information through gaining trust.Ensuring verification of members failing automated KYC processes on call using tools including 192, call credit, GB group and social networks.Proactively analysing data retrieved from reports to produce highest results including bulk emails and calls advising of promotions and bonuses available.Confirming and recording member’s personal details to maximise lifetime value to company.Many other skills gained from gaming finance administration including verifying documents, fraud analysis, processing payments and many task to ensure departmental targets met.

Responsible for 15 bars from Algeciras to Benalmadena.Taking bets through the tote system for English and Irish horse racing.Ensuring bets are correctly entered to system and stakes and returns are correctWeekly and monthly figures reported to accountants and monies banked.

Responsible for staff, orders, and responsible for betting including prices and returnsEnsured maximum sports viewing for revenue on betting.