Job summary
Applications are invited for the post of Bank Contact Centre Agent, offering the opportunity to pursue a rewarding and challenging career within a lively 24/7 contact centre as part of a multi-disciplinary team. You will help provide an essential service to patients, members of the public, and Addenbrooke's staff. As the first face/voice for people contacting the hospital, this role plays an essential part in upholding the Values of the Trust and making people's journey as easy as possible.
Main duties of the job
Handle a variety of calls, including enquiries from the public, internal callers,emergency calls, and maintenance requests.
For key receptions be the first point of contact for visitors to the Trust, providing advice and directions to visitors.Demonstrating the Trust's values at all times, Together- Safe | Kind |Excellent.
Candidate profile:
Passionate about helping.Ability to remain calm and patient under pressure.A confident communicator over the phone, by email and in person.
Ensures that information is both recorded and delivered accurately.Excellent customer service skills including the ability to build rapportquickly.Basic computer literacy and keyboard skills.Shifts
As part of our Contact Centre team, you will be required to work one of two 37.5 hour week shifts patterns covering a range of shifts including unsocial hours consisting of: start times from 07:00, evening shifts up until 23:00, weekends, bank holidays and in one pattern night shifts. These are based around a rolling 8 or 12 week pattern that will commence once your initial training has been completed.
About us
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 11000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH's values - Together- safe, kind, excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
Job description
Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close on 21st September 2023
Interviews are due to be held on 27th September 2023
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
For further details of our fantastic benefits please refer to the attachment below - CUH Benefits.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.
We welcome applications from the Armed Forces.
Job description
Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close on 21st September 2023
Interviews are due to be held on 27th September 2023
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
For further details of our fantastic benefits please refer to the attachment below - CUH Benefits.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.
We welcome applications from the Armed Forces.
Person Specification
Qualifications
Essential
- Standard level General Education. ? GCE/CSE/GCSE or equivalent qualification
Desirable
- NVQ Level 2 or 3 in Customer Service or Contact Centre Operations
Experience
Essential
- Working in a Customer Services or Front of House environment ? Working in a team
Desirable
- Working in busy contact centre, helpdesk or reception ? Shift work - 24/7 service
Knowledge
Essential
- Able to understand the complexities of the role ? Able to work on own initiative ? Understanding of confidentiality and discretion ? Ability to multi-task
Desirable
- Basic knowledge of the Trust ? Basic knowledge of the NHS
Skills
Essential
- Clear diction and good command of the English language ? Computer literate ? People skills ? Good communication ? Minimum supervision ? Excellent telephone manner ? Work under pressure ? Independent and team working
Desirable
- Previous experience of similar call handling software systems
Additional Requirements
Essential
- o Must be able to work unsocial hours including late shifts, nights, weekends and Bank Holidays. o Must be able to work under pressure o Flexibility to work at very short notice oThe ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent
Person Specification
Qualifications
Essential
- Standard level General Education. ? GCE/CSE/GCSE or equivalent qualification
Desirable
- NVQ Level 2 or 3 in Customer Service or Contact Centre Operations
Experience
Essential
- Working in a Customer Services or Front of House environment ? Working in a team
Desirable
- Working in busy contact centre, helpdesk or reception ? Shift work - 24/7 service
Knowledge
Essential
- Able to understand the complexities of the role ? Able to work on own initiative ? Understanding of confidentiality and discretion ? Ability to multi-task
Desirable
- Basic knowledge of the Trust ? Basic knowledge of the NHS
Skills
Essential
- Clear diction and good command of the English language ? Computer literate ? People skills ? Good communication ? Minimum supervision ? Excellent telephone manner ? Work under pressure ? Independent and team working
Desirable
- Previous experience of similar call handling software systems
Additional Requirements
Essential
- o Must be able to work unsocial hours including late shifts, nights, weekends and Bank Holidays. o Must be able to work under pressure o Flexibility to work at very short notice oThe ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Cambridge University Hospital NHS Foundation Trust
Address
Addenbrookes Hospital - Staff Bank
Hills Road
Cambridge
CB2 0QQ
Employer's website
https://www.cuh.nhs.uk (Opens in a new tab)