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Call Centre Operator

7 months ago

London, United Kingdom Guy's and St Thomas' NHS Foundation Trust Full time

We are looking for customer service oriented staff, to work in our busy Call Centre, supporting our Cancer Nurse Specialist (CNS) Helpline where you will be talking and engaging with cancer patients, signposting their calls to their specialist clinical team.

This role focuses on Customer Services soft skills and is a telephony based role with no face to face customer or patient contact.
You will be trained and multi skilled in call handling for our call center and hospital switchboard services.

**Hours**: You will be required to work full time (37.5 hours) on a rolling rota. Shift patterns between Monday - Sunday 8:00am - 20:00, weekends and bank holidays.

**Skills required**:

- Professional telephone manner
- Team player
- Excellent Communication Skills: calls can be highly challenging due to emotive circumstances and caller anxiety
- Compassion, Empathy
- Active listening skills
- Reliable, flexible
- Intermediate IT Skills

You will be required to work as part of small team dealing with emergency calls and should have the ability to deal with these situations in a calm and professional manner who will provide a warm, courteous and prompt response to all telephone enquiries in an efficient and professional manner to our patients, staff and other stakeholders.

As a Call Centre Operator you will enjoy working directly with patients and/or customers to identify their needs and signpost them accordingly. You will recognise the importance of first class communication skills to achieve customer satisfaction. The primary objective is to provide;
A positive experience for each patient and external contact - every call matters.

Professional and high quality customer service to every caller.

Effective and timely resolution of all queries received

Support to patients and external clients, ensuring that they are welcomed to the Trust.

To support the Trust in providing quality care to its patients.

As the first line of contact for callers the post holder is responsible for providing an efficient and responsive service as our department is the interface for the hospital and will often be the caller’s first experience of the Trust.

You will need excellent communication skills and the ability to adapt your call handling methods to suit the variety of callers you will come in to contact with is paramount. You will often be engaging with distressed or vulnerable callers that will look for guidance and signposting.

What We Offer

The NHS Pension Scheme - one of the most generous and comprehensive in the UK. When you start working for the NHS you automatically become a member and you will get an excellent package of pension benefits.

Interest free Season Ticket Loan
Long Term Service Awards
Subsidised on-site nurseries and childcare vouchers
A comprehensive staff health and well-being programme, Ride to work scheme
Employee assistance programme
Free stop smoking service

Our Trust values are Put patients first, Take pride in what we do, Respect others, Strive to be the best, Act with Integrity

Operate as a call centre operator using Trust technology; identifying and escalating operational issues appropriately.

Provide a consistently high quality of service to all customers, identifying their needs, offer advice and assisting them to access services provided by the Trust and those of our partners.

Responsible for answering all enquiries pleasantly, efficiently and effectively with patients, staff and public on the telephone in line with departmental standards and deal with problems as they arise.

Problem solve queries and ensure that each query has been effectively managed and responded to in a timely manner.

To use advanced listening, probing and facilitative skills across a wide range of calls; some of which can be highly challenging due to emotive circumstances or caller aggression.

Deal with a high volume of telephone enquiries and use your own initiative to prioritise workload and call urgency.

Pass on information accurately i.e. any changes to personal information requiring entry into the relevant information pages including patient databases.

Deal with emergency calls (where appropriate) as a priority adhering to processes and procedures.

Competently use a bleep and/or pager system to contact Trust staff (if appropriate to the service) as agreed in standard operating procedures.

To meet daily key performance indicators (KPIs) and targets.

To work at any hospital site as required, including telephony managed service sites.

Understand the operation of key systems within the department relevant to the query.

Participate in a rotating shift pattern that may include Public Holidays and weekends; in line with service requirements; unless otherwise agreed.

Single point of contact for oncology patients to access the services of their Clinical Nurse Specialist and Acute Oncology Service

Utilise existing pre-agreed triage tools and standard operating procedures to triage and process advice line call