Healthcare Contact Centre Agent

3 days ago

Cambridge, United Kingdom Your World Healthcare Full time

**Healthcare Contact Centre Agent**

**Location**: Cambridge

**Parking**:Free on Site on a first come, first serve basis

**Job Type**: Temporary

**Duration of booking**: This is a temporary ongoing role with no end date specified

**Proposed start date**: ASAP

**Sector**: Healthcare

**Base**:Contact Centre

**Band**: 3

**Pay Rates**:£10.69 paye per hour or £11.00 umbrella per hour

**Working Days and Hours**:37.5 Hours each week Monday to Friday as followed:
**Week 1, Monday to Friday - 7am to 3pm**

**Week 2, Monday to Friday - 8am to 4pm**

**Week 3, Monday to Friday - 9am to 5pm**

**Week 4, Monday to Friday - 10am to 6pm**

**Week 5, Monday to Friday - 12pm to 8pm**

**Week 5, Monday to Friday - 7am to 3pm**

**Job Summary**

Providing a courteous, efficient and complex telephony and reception service to the public, patients and other Trust staff, in a busy and challenging environment. The post-holder will ensure that the Contact Centre runs smoothly and efficiently in respectof the Contact Centre Agent duties.

The post-holder will ensure that a qualitative service is delivered, that meets the expectations of staff, patients and the general public.

**Key Duties**

The post-holder will contribute to the work of the Unified Communications Team with the guidance of the Contact Centre Manager and Leadership team, to ensure that the Contact Centre service meets agreed standards and a patient centred approach.
- The Contact Centre Agent is the first point of contact for people telephoning the Trust, offering an operator service and handling all incoming and internal calls on the Contact Centre consoles. The Agent will transfer the callers to the correct departments,put out paging calls, giving out rota information as required. This may necessitate long periods of concentration and focus and the ability to deal consistently with people in a clear and polite manner.
- The Contact Centre is open 24/7; 365 days per year and the Contact Centre Agent will be expected to contribute as necessary.
- The post-holder will use the correct salutation and communication standards with callers when handling telephone calls in line with the Call Quality procedures. The Contact Centre team are required to work accurately and in line with the Trust confidentialityand data protection policies. The post-holder will gather the correct information using appropriate questioning in order to carry out the correct procedure in a calm and efficient manner.
- The Contact Centre Agent will update information held within Unified Communications for use within the Trust in a precise and timely manner, using accurate typing and keyboard skills.
- The post-holder will log detailed Facilities Helpdesk calls regarding maintenance, equipment or portering requests in line with the Call Quality standards, accurately recording details, liaising as necessary with other Estates and Facilities Departmentsand other departments within the Trust.
- The post-holder will have the ability to deal in a calm and efficient manner with emergency calls and fire calls in line with local procedures.
- The Contact Centre team carry out pager transfers, diagnose problems with faulty pagers and recommend a solution in line with the local procedures.
- It is expected that the post-holder reports faults i.e. telecom, paging faults, consoles, EPIC etc. to the Technical Team promptly.
- The post-holder will provide a friendly, welcoming, professional reception service within the Contact Centre, at Main Reception. It is expected that a high standard of customer service be provided to visitors, patients and staff.
- The Contact Centre Agent will support the Contact Centre Manager, Deputy Manager and Shift Leaders in delivering the Trust values of 'safe, kind and excellent’ within the Contact Centre.
- The post-holder must be able demonstrate good communication and customer service skills in all contacts with a range of people including staff, patients and visitors.
- The Contact Centre is a dynamic environment and it is expected that the post-holder will participate in all relevant training for the job role, develop their own skills and knowledge plus support new less experienced team members by demonstrating activitiesand routines to help in their development**.**

**Qualification and Experience**
- A standard level of education with GCE/CSE/GCSE or equivalent qualification
- Experience of working in a call centre, customer service, front of house or administration roles
- Clear diction and good command of the English language
- To work unsocial hours including late shifts, nights, weekends and Bank Holidays if required
- Have the flexibility to work at very short notice

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