Customer Service Agent with Dbs

Taskmaster Resources Ltd are looking for experienced and flexible customer service agents to make and receive phone calls as a contact centre agent for Local care Direct (working on behalf of the NHS) in Huddersfield.

Applicants must be used to making a high level of phone calls, be able to show good attention to detail at all times, be able to paraphrase and summarise and display excellent customer service, empathy and confidentiality at all times. The role involves speaking to patients, relatives and a wide range of medical professionals.

**Job summary**

Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire.

We have various full-time and part-time positions available for Contact Centre Agents who would be based in our Bradley Contact Centre (HD2).

Hourly Rate: £11.94 in hours & £12.94 out of hours
- (In Hours = Monday to Friday 08.00 to 18.00 & Out of Hours = Monday to Friday 18.00 to 08.00 and all day Saturday Sunday)_

Working Pattern: Part-time or Full-time positions available

**Main duties of the job**

The Contact Centre Agent will support the safe and effective flow of patients within the Contact Centre Operations. Working flexibly across all Contact Centre roles, in order to be able to respond to peaks in demand, to include taking inbound calls, booking appointments and managing patient expectations.

They will be a key member of the Contact Centre team and will contribute to the delivery of a quality service and the maintenance of quality standards.

They will make and receive telephone calls in a polite and professional manner, dealing with the callers query which may include transferring to another department or manager if necessary.

They will liaise with and book patients into Local Care Directs Primary Care and Out of Hours Centres via system one, using appointment diaries across West Yorkshire. Along with comfort calling patients to support safe management of queues.

They may be asked to carry out administration / computer work relevant to the operational running of the Service.

They will ensure that polices and protocols are carried out as set down by LCD. Including maintain the confidentiality of information given.

They will need to be flexible to changes in service needs and undertake additional training as and when necessary.

KEY PRINCIPLES

1.    To make and receive telephone calls in a polite and professional manner in keeping with the image of Local Care Direct.

2.    To deal with the callers query, to include transferring to another department or manager if necessary.

3.    To comfort call patients to support safe management of queues.

4.    Ensuring that polices and protocols are carried out as set down by LCD.

5.    To liaise with and book patients into Local Care Directs Primary Care and OOH Centres via system one, using appointment diaries across West Yorkshire.

6.    Any other administration/computer work relevant to the operational running of the Service.

7.    To be an active member of the Contact Centre Team, assisting in the provision and maintenance of the quality, standards and professional image of the service.

8.    To maintain confidentiality of information given.

9.    To be flexible in working arrangements in order to meet the needs of the service.

10.   To be flexible to changes in service needs and undertake additional training as and when necessary.

**Person Specification**

Personal Attributes

Essential
-     Ability to attend work regularly out of hours.
-     Flexible and adaptable to change.
-     Approachable & positive.
-     Ability to work alone and also as part of a team.

Desirable
-     Stays calm under pressure.

Essential
-     Highly developed communication skills verbal, written and telephone.
-     Ability to understand the need for, and to follow, systems and processes.
-     Good computer skills.
-     High levels of accuracy, attention to detail and time management skills.
-     Ability to problem solve and deal with challenging situations.

Desirable
-     Health and safety principles.
-     Recognise and suggest areas for service improvement.

**Qualifications**:
Essential
-     Level 2 English & Maths (GCSE Grade C or equivalent).

Essential
-     Experience of working in a busy, telephone based environment.
-     Experience of dealing with confidential information and record keeping.
-     Fluent in English language.
-     Good knowledge of Microsoft Office.

Disclosure and Barring Service Check

**Job Types**: Full-time, Part-time, Temp to perm

Pay: £11.94-£12.94 per hour

Expected hours: 10 - 40 per week

Schedule:

- Day shift
- Monday to Friday
- Night shift
- W