Cns Contact Centre Agent

3 weeks ago

Bridgwater, United Kingdom NHS South Central and West Commissioning Support Unit Full time

Care Navigation Services are recruiting for CNS Contact Centre Agents (Band 3). We are recruiting for both full-time and part-time substantive staff. The current customer requirement is 8.30am to 6.30pm Monday to Friday, however dependent on customer need, services run over a 7 day a week and can be open 08:00-20:00 including bank holidays and the post holder will be expected to work an agreed shift pattern to cover the business requirements.

Full and Part time positions available

Participating in the contact center services, ensuring service offers within the SCW Care Navigation Services (CNS) portfolio are being delivered in a person-centred and outcome focused approach that are of high quality, which has a direct positive impact for patients, service users and populations. The post holder will act as the first line of contact with members of the public, this includes inbound and outbound calling. Phoning patients/service users using predefined scripts, actively capturing key information from the call on the system and escalating information to the CNS Call Centre Deputy Team Leaders or Team Leaders, as per pre-agreed processes and criteria. This work will be for all types of contact center activity and so will mean using a variety of scripts depending on which service you are working on. To discuss the role In more detail, please refer to the contact details provided on the advert.

Someone who has experience of working in a contact centre that is used to taking a high volume of calls. Who is sympathetic towards callers but can also be firm when needed. To be calm and courteous at all times to patients and staff using the service.

This role is flexible in terms of location; however, we will ask for the successful person to attend team meetings in person during the year and there might be some travel involved, travel expenses will be paid by SCW from nearest office base.

Your home environment should be suitable for you to have private conversations with members of the public without background noise or interference.

Please refer to the job description and person specification for further details and information regarding this role.

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