Call Centre Assistant

1 month ago

StokeonTrent, United Kingdom University Hospital of North Midlands NHS Trust Full time

Job summary

The Telecommunications Department at UHNM, Royal Stoke are recruiting for Call Centre Assistants to join the team

We deliver a busy 24/7 telephone switchboard/operator service to the Trust and users of its telephone service from a wide range of backgrounds. The work is wide ranging from the handling of general internal calls, external patient and patient relative enquiries and calls from other Healthcare professionals through to the implementation of Trust emergency procedures. We are the first point of contact for our patients, clients, suppliers and staff throughout the Trust and the wider NHS. You will handle calls from general enquiries to internal emergency response procedures. Customer service is key to this role so we are looking for people who are flexible, articulate, enthusiastic and effective communicators and essentially can remain calm in all circumstances.

The post is to cover predominantly day and evening shifts, including weekends and Public Holidays.

Shifts are rota's 5 days over 7 and will vary with the earliest start time being 6am and the latest finish time being 10pm.

The post holder may be required to cover night shifts to meet the needs of the service.

Main duties of the job

If you meet the above criteria and want to join our dedicated team then we would like to hear from you

About us

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.

UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.

At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.

Job description

Job responsibilities

For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager using the contact details below.

Person Specification

Qualifications

Essential

Education to GCSE standard

Experience

Essential

Proven experience in Call Centre / Multi line telephony as main part of role Proven experience of working in a customer service environment Proven experience of working with PC's and Microsoft Office

Skills, ability and knowledge

Essential

Well developed communication skills Good telephone manner Flexibility to cover a variety of shifts sometimes at short notice

Personal Qualities

Essential

Able to display a calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate Able to understand own limitations and when to escalate problems

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