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 shift pattern will vary and is generally 4 shifts rotered over 7 days, shift times will vary with the earliest start time being 6am and the latest finish time being 10pm.
The post holder must be flexible and 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.
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
Desirable
- Customer service qualification
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
- Able to demonstrate a flexible approach to shift working, understanding that shifts may be changed at short notice to meet the requirements of the 24/7 Operator service
Desirable
Person Specification
Qualifications
Essential
- Education to GCSE standard
Desirable
- Customer service qualification
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
- Able to demonstrate a flexible approach to shift working, understanding that shifts may be changed at short notice to meet the requirements of the 24/7 Operator service
Desirable
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).
