Contact Centre Agent

Cambridge, Cambridgeshire, England
CB1 1LF
Cambridge University Hospital NHS Foundation Trust £ 20.33 - 21.777 Per year Full time Save This Job
Pay
£ 20.33 - 21.777 Per year
Hours
Full time
Type
Permanent
Job level
Qualified (non-manager)
Posted
14 May 2022
Closes
12 Jun 2022

Job Description

Detailed job description and main responsibilities
Duties

Be the first point of contact for visitors to the Trust, providing advice and direction to visitors at the receptions of key entrances.
Handle a variety of calls, including enquiries from the public, internal emergency calls, and maintenance requests.
Managing staff pagers, which are an invaluable communication tool for the Trust (full training provided).
Ensure that information is both recorded and delivered accurately.
Demonstrating the Trust's values at all times, Together - Safe | Kind | Excellent.

Candidate profile

Passionate about helping.
Ability to remain calm and patient under pressure.
A confident communicator over the phone, by email and in person.
Excellent customer service skills including the ability to build rapport quickly.
Basic computer literacy and keyboard skills.

Shifts

As part of our Contact Centre team, you will be required to work a rotating shift pattern consisting of start times from 0700, evening shifts up until 2300, night shifts and weekends and Bank Holidays. The full shift pattern is available below with the job description and person specification pack. Further details are available on request.
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close on 5 June 2022-Midnight.
Interviews are due to be held on 13 June 2022.
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
For further details of our fantastic benefits please refer to the attachment below - CUH Benefits.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.
We welcome applications from the Armed Forces.

Person specification

Qualifications
Essential criteria
  • • Standard level General Education • GCE/CSE/GCSE or equivalent qualification
Desirable criteria
  • • NVQ Level II or Level III in Customer Service or Contact Centre Operations
Experience
Essential criteria
  • • Working in a Customer Services or Front of House environment • Working in a team
Desirable criteria
  • • Working in busy contact centre, helpdesk or reception • Shift work - 24/7 service
Knowledge
Essential criteria
  • • Able to understand the complexities of the role • Able to work on own initiative • Understanding of confidentiality and discretion • Ability to multi-task
Desirable criteria
  • • Basic knowledge of the Trust • Basic knowledge of the NHS
Skills
Essential criteria
  • • Clear diction and good command of the English language • Computer literate • People skills • Good communication • Minimum supervision • Excellent telephone manner • Work under pressure • Independent and team working
Additional Requirements
Essential criteria
  • The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of Safe, Kind, Excellent.
Employer certification / accreditation badges

Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download
  • Applicant Information Pack ( PDF , 476.1 KB )
  • Rotary shifts ( PDF , 24.0 KB )
  • Information for Applicants - Completing your Application ( PDF , 118.0 KB )
  • Performance Standards ( PDF , 180.3 KB )
Apply online now

Further details / informal visits contact
Name Leah Marsh Job title Deputy Contact Centre Manager Telephone number Apply

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  • Ref: F220884

    Job Details

    Contact Centre Agent

    Cambridge, Cambridgeshire, Englandd Cambridge University Hospital NHS Foundation Trust
    Pay
    £ 20.33 - 21.777 Per year
    Job level
    Qualified (non-manager)
    Hours
    Full time
    Posted
    14 May 2022
    Type
    Permanent
    Closes
    12 Jun 2022

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    This job was posted to Health care administration in Cambridge, Cambridgeshire, England

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