Contact Centre Operator

7 days ago

Southall, United Kingdom West London NHS Trust Full time

We are looking for an enthusiastic, flexible and motivated individual to join our established Contact Centre Team, which is situated in the Business Technology Directorate.

Your main duties will include operating the Trust’s switchboard, dealing with emergency calls including fire alarm activations, and logging Estates and Facilities calls in a timely and professional manner.

You will be required to work part of a 24-hour rota 37.5 hours per week covering unsocial hours. Main shift patterns are 08:00-16:00/15:00-23:00/23:00-07:00. Unsociable shift hours carry an enhanced rate of pay, including weekends and bank holidays.

Upon completion of training, we also offer hybrid working.

Operate the Trust’s CRM systems, efficiently managing relevant call life cycles (or processes).

Under supervision / with the help of more senior technicians, to provide simpler 1stline incident diagnoses and resolution by expertly utilising all available remote support utilities and diagnostic tools in line with the current procedure/policy.

Deliver a high standard of customer service when dealing with our Stakeholders

Attention to detail is captured when recording incidents.

Our team is driven by our strategic objectives and organisational values, and we look for people who are strongly aligned with them. We work cohesively and take pride in the services we provide for our Stakeholders

This vacancy would suit an experienced administrator who is looking to join a diverse team/environment.

Full training will be provided

Free parking for staff is available on site.

Annual Leave starts at 27 days a year plus bank holidays
- To operate message paging systems, being concise with appropriate messages sometimes in pressured or emergency circumstances.
- To assist with any enquires i.e. opening closing times, directions to clinics, visiting times, chaplain details, press questions etc.
- To connect, log and monitor international phone calls.
- To work some shifts where they will be expected to act to a large degree independently and deal with all nature of enquiries.
- To operate the Trust’s CRM systems, efficiently managing relevant call life cycles (or processes).
- Under supervision / with the help of more senior technicians, to provide simpler 1stline incident diagnoses and resolution by expertly utilising all available remote support utilities and diagnostic tools in line with the current procedure/policy.
- Updating the switchboard database with new Trust staff details and also updating clinical on-call rosters.
- Responsible for some problem reporting processes, logging faults with 3rdparties where necessary and escalating with evidence/information to senior technicians ensuring the appropriate escalation of incidents, and preventing potential breaches of the SLA performance targets.

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