Job summary
Applications are invited for the post of 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.
The role of Contact Centre Agent is to support the Unified Communications team in the delivery of services to the Trust by the Addenbrooke's Contact Centre team.
Providing a courteous, efficient and complex telephone and reception service to the public, patients and other Trust staff, in a busy and challenging environment. You will ensure that the Contact Centre runs smoothly and efficiently in respect of the Contact Centre Agent duties.
You will ensure that a qualitative service is delivered that meets the expectations of staff, patients and the general public.
Main duties of the job
Duties
- Be the first point of contact for visitors to the Trust, providing advice and direction to visitors at the receptions of key entrances.
- Handle a variety of calls, including enquiries from the public, internal emergency calls, and maintenance requests.
- Managing staff pagers, which are an invaluable communication tool for the Trust (full training provided).
- Ensure that information is both recorded and delivered accurately.
- Demonstrating the Trust's values at all times, Together - Safe | Kind | Excellent.
Candidate profilePassionate about helping.Ability to remain calm and patient under pressure.A confident communicator over the phone, by email and in person.Excellent customer service skills including the ability to build rapport quickly.Basic computer literacy and keyboard skills.ShiftsAs part of our Contact Centre team, you will be required to work a rotating shift pattern consisting of start times from 0700, 0800, 1000 and 1300 as well as evening shifts finishing at 2100, weekends and Bank Holidays. The full shift pattern is available below with the job description and person specification pack. Further details are available on request.
About us
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 13,000 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.
CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people's age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Job description
Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this particular position.
Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have:
- applied for a Graduate visa
- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment
- or the Trust has agreed that they will Sponsor you as a Skilled Worker and you will complete your studies within 3 months of the anticipated start date of employment.
This vacancy will close at midnight on 03-Nov-2024.
Interviews are due to be held on 25-Nov-2024.
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.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.
As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this particular position.
Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have:
- applied for a Graduate visa
- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment
- or the Trust has agreed that they will Sponsor you as a Skilled Worker and you will complete your studies within 3 months of the anticipated start date of employment.
This vacancy will close at midnight on 03-Nov-2024.
Interviews are due to be held on 25-Nov-2024.
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.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 II or III in Customer Service or Contact Centre Operations.
Experience
Essential
- Working in a Customer Services or Front of House environment.
- Working in a team.
- Data entry.
- Experience of IT packages - Microsoft Office.
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
- The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of Safe, Kind, Excellent.
- Must be able to work unsocial hours including late shifts, nights, weekends and Bank Holidays
- Must be able to work under pressure
- Flexibility to work at very short notice
Person Specification
Qualifications
Essential
- Standard level General Education.
- GCE / CSE / GCSE or equivalent qualification.
Desirable
- NVQ Level II or III in Customer Service or Contact Centre Operations.
Experience
Essential
- Working in a Customer Services or Front of House environment.
- Working in a team.
- Data entry.
- Experience of IT packages - Microsoft Office.
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
- The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of Safe, Kind, Excellent.
- Must be able to work unsocial hours including late shifts, nights, weekends and Bank Holidays
- Must be able to work under pressure
- Flexibility to work at very short notice
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).