Call Centre Operator Essentia Facilities Service

We are looking for customer service oriented staff, to work in our busy Call Centre, supporting the Essentia Facilities Helpdesk where you will be the first point of contact for reporting works, chasing progress of works and liaising with our Building and Engineering 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 Centre and hospital switchboard services.

**Hours**: You will be required to work full time (37.5 hours) on a rolling rota. Shift patterns between Monday - Friday 08:00-19:00.

**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.

**What we offer**:
We offer a dynamic challenging job in an exciting, fast moving, flexible working environment. We have a strong commitment to your personal and professional development.

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.

Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals - Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield - as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.

We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.

We have a long tradition of clinical and scientific achievement and - as part of King’s Health Partners - we are one of England’s eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research’s biomedical research centres, established with King’s College London in 2007, as well as dedicated clinical research facilities.

We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, and neighbouring NHS organisations, local authorities and charitable bodies and GPs.
- 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