Contact Centre Agent

2 weeks ago

Cambridge, United Kingdom AXIS RECRUITMENT Full time

**Key Duties and Responsibilities**:

- Serve as the first point of contact for all incoming and internal calls to the Trust, operating the Contact Centre consoles and transferring callers to the appropriate departments.
- Handle paging calls, provide rota information, and maintain consistent, clear, and polite communication with callers, demonstrating concentration and focus.
- Contribute to the 24/7 operation of the Contact Centre as required.
- Utilize proper salutation and communication standards while handling telephone calls, adhering to Call Quality procedures, and maintaining confidentiality and data protection policies.
- Gather accurate information through effective questioning techniques, ensuring correct procedures are carried out efficiently and calmly.
- Update information within Unified Communications accurately and in a timely manner, utilizing excellent typing and keyboard skills.
- Log detailed Facilities Helpdesk calls, recording maintenance, equipment, or portering requests, and liaise with other Estates and Facilities Departments and Trust departments when necessary.
- Handle emergency calls and fire calls according to local procedures, remaining calm and efficient.
- Carry out pager transfers, diagnose faulty pager problems, and recommend solutions following local procedures.
- Promptly report faults such as telecom, paging faults, consoles, EPIC, etc., to the Technical Team.
- Provide friendly, professional reception services within the Contact Centre, Main Reception, and Addenbrooke’s Treatment Centre, offering high-quality customer service to visitors, patients, and staff.
- Support the Contact Centre Manager, Deputy Manager, and Shift Leaders in delivering the Trust values of 'safe, kind, and excellent' within the Contact Centre.
- Demonstrate excellent communication and customer service skills when interacting with staff, patients, and visitors.

**Salary**: £11.80 per hour

Schedule:

- Flexitime
- Monday to Friday
- Weekend availability

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person

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