Contact Centre Agent Event

1 week ago


Cambridge, United Kingdom Cambridge University Hospitals Full time

**Main area**
- Corporate-Unified Communications**Grade**
- Band 3**Contract**
- Permanent: Bank Opportunity is also available**Hours**
- Full time
Flexible working

37.5 hours per week**Job ref**
- 180-F-245048**Employer**
- Cambridge University Hospitals NHS Foundation Trust**Employer type**
- NHS**Site**
- Addenbrookes Hospital-Division Corporate**Town**
- Cambridge**Salary**
- £22,816 - £24,336 per annum pro rata**Salary period**
- Yearly**Closing**
- 18/02/2024 23:59**Interview date**
- 02/03/2024Job overview

Applications are invited for the post of Contact Centre Agent, offering the opportunity to pursue a rewarding and challenging career within a lively 24/7 Contact Centre as part of a multi-disciplinary team. The role of Contact Centre Agent is to support the Unified Communications team in the delivery of services to the Trust by the Addenbrooke’s Contact Centre team. Providing a courteous, efficient and complex telephone and reception service to the public, patients and other Trust staff, in a busy and challenging environment. You will ensure that the Contact Centre runs smoothly and efficiently in respect of the Contact Centre Agent duties. You will ensure that a qualitative service is delivered that meets the expectations of staff, patients and the general public.

**On Saturday 2nd March** we are hosting a **recruitment event onsite**, taking place in the contact centre. This is the perfect opportunity to take a look around our modern and lively working environment.

The layout of the day will include a welcome presentation, department tour, interview and telephone assessment activity. Our friendly staff will be there to welcome you and guide you through the activities, lasting around two hours.

Main duties of the job

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

with excellent customer service skills including the ability to build rapport quickly. You must have basic computer literacy and keyboard skills.

**PLEASE NOTE**:As part of our Contact Centre team, you will be required to work a rotating shift pattern consisting of start times from 0700, 0800, 1000 and 1300 as well as evening shifts finishing at 2100, 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.

Working for our organisation

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 11000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

Detailed job description and main responsibilities

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this particular position.

The advert will close at midnight on 18th February 2024.

Interviews are due to be held during the Recruitment Event held on 02nd March 2024.

**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.

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 through the Staff Bank contract option.

Person specification

**Qualifications**:
Essential criteria

Standard level General Education
- GCE / CSE / GCSE or equivalent qualificationDesirable criteria
- NVQ Level II or III in Customer Service or Contact Centre OperationsExperience

Essential criteria

Working in a Customer Services or Front of House environment

Working in a team

Data entry
- Exp


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