Contact Centre Operator-nhsggc Contact Centre
2 weeks ago
(Please note the salary is Pro Rata) for part time hours.
The shift pattern for this post is covering various hours Mon
- Fri 1800-2200 and Sat & Sun between 0800-2200.
The Contact Centre Operator Role within our two centralised switchboard locations provides our switchboard service for GG&C and delivers and maintain an efficient and high quality operator service to both out internal and external customers.
The post-holder will be required to work at either site to ensure efficient, high quality services are carried out to meet the needs and demands of all internal and external callers.
The post-holder is required to have an understanding of circumstances that may occur requiring a change of routine location and/or hours to meet the demands of the service, thus demonstrating co-operation and ensuring continuity of service.
This is a critical role with responsibility for a wide variety of emergency situations including Major Incidents, Medical & Fire alert emergencies.
Operators are required to use their own initiative when dealing with initial calls ensuring that callers are being routed to appropriate departments.
Dealing with irate callers requires diplomacy and tact to diffuse the situation and skillful questioning to allow correct routing of the call.
All operators are required to communicate with and develop good working relationships with a range of staff who may have particular requests in relation to the service within NHS GG&C network and all public callers.
The post-holder has to have tact and diplomacy when handling callers whose first language is not English, sometimes in emotionally challenging circumstances.
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